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Work Background
EntreprenistaEntreprenista League Member
Jan. 2023
SmartSpark Business SolutionsOwner
Dec. 2019Chicago, IL
ServiceBridgeCustomer Success Manager
Jan. 2019 - Feb. 2020Chicago,- Lead customer success team including support and onboarding
- Brainstorm and implement process improvements to improve customer experience
- Manage relationships with enterprise-level customers
- Solicit and manage reviews across various platforms
ServiceBridge, LLCCustomer Success Lead
Oct. 2018 - Jan. 2019Greater Chicago Area- Communicate with customers to solve software issues via live chat and email
4C InsightsManager, Client Support
Mar. 2018 - Sep. 2018Greater Chicago Area- Launched external client support ticketing system for ad tech SaaS platform including building internal and external platforms, creating efficient processes and promoting the new system to clients across the US
- Developed and implemented service policies and standards, processes and service level agreements across client tiers
- Led the daily operations of the client support department including tracking customer ticket resolution and prioritization, reviewed customer tickets for quality assurance and product feedback - Hired, trained, developed and managed four client support specialists
- Interfaced with Salesforce administrator to create external web form and internal CRM layout
- Created Client Support Handbook, new training program and knowledge database - Communicated with the Product team for cases escalated to the Engineering deptartment to identify priority and feedback that may affect the product roadmap
- Led Net Promotor Score initiative through SurveyMonkey including analyzing and creating internal process
- Created Salesforce reports to maintain accurate reporting and analyze case creation as well as keep Executive Team up to date
Outcome HealthTeam Lead - Customer Success/Member Solutions
May. 2017 - Mar. 2018Chicago, ILOutcome Health advances society through technologies that change behavior to positively shape the human condition. Tracking to deliver its platform to 70% of all healthcare practices domestically by 2020, Outcome Health aspires to activate the best possible health outcome for every person in the world. Founded in 2006 by Rishi Shah and Shradha Agarwal as ContextMedia, Outcome Health embeds actionable information and intelligence into healthcare decision making. The company has doubled each year in its scale of technology implementation at outpatient health care facilities, business partnerships with global life sciences and medical device companies, product innovation and team growth. Decision platforms such as digital anatomy boards, interactive educational tablets and mobile connectivity in consultation rooms deliver measurable outcomes through actionable intelligence on conditions, treatments and lifestyle changes to improve the quality of life. - Aligns with up to 10 individual contributors and acts as a motivator, sounding board and resource
- Participates in and observes current workflows and suggests improvements
- Develops future state of Customer Success workflows and collaborates with cross functional leaders to properly align
- Trains individual contributors on process changes and updates
- Completes escalation calls to unhappy customers
- Conducts phone screens to fill headcount on the team
- Writes and delivers quarterly check-ins
- Crafts clear and concise verbal and written communication to individual contributors and cross - departmental leaders
Outcome HealthCustomer Success Executive/Member Solutions Executive
May. 2016 - Mar. 2018Greater Chicago Area- Responsible for growth and retention of up to 700 accounts, specializing in cardiology
- Creates and builds relationships with office managers, marketing directors and healthcare providers through phone calls, emails and in – person visits
- Spearheaded the Top Advisor Challenge, a weekly team based contest to motivate and help prioritize tasks for independent contributors
- Mentored two new hires in 2016
- Identified gap in meeting communication and instituted notes for meetings to ensure all individual contributors have access to information
- Reviewed and revamped training for new hires
- Chosen to travel to AccentHealth to prepare for training the team on FileMaker, Tigerpaw and Member Portal
KapowClient Account Manager
Jul. 2015 - May. 2016Chicago, IL- Responsible for pitching to and managing assigned Fortune 500 accounts including but not limited to Microsoft, Accenture and Intel
- Determines client needs and develops appropriate event concepts to present to client
- Generates demand from repeat clients by maintaining positive relationships, providing superior customer service and delivering a flawless product
- Gives weekly event revenue reports and event sales pipeline updates to General Manager
- Exceeded total billings goal by 177% in Q3 & Q4 of 2015
- Maintained a NPS score of 94% in 2015
- Executes logistics for 10 – 20 events per month, ranging in size from 8 – 300 guests
- Negotiates all venue and vendor contracts to ensure lowest cost and highest quality of experience
- Tracks all events, contracts, invoices and payments with clients and vendors in Salesforce.com
Crain's Chicago BusinessSenior Event Planner
Jan. 2015 - Jul. 2015Greater Chicago Area- Produces up to 20 events per year for 150 - 800 guests including logistics and on-site execution
- Manages up to five sponsors per event to ensure all sponsorship opportunities are realized
- Builds and retains positive relationships with vendors including printing, hotel and AV staff
- Works with hotel staff as well as off-site catering staff to create crowd pleasing menus
- Maintains annual budget for events department
- Performs research to ultimately place events
- Reviews and negotiates contracts
- Manages event registration
- Copy edits print advertisements, email blasts and content pages for each event
- Interviews, hires, manages and mentors intern
- Recruits, interviews, schedules and manages brand ambassadors for each event
Crain's Chicago BusinessEvent Planner
Oct. 2013 - Jan. 2015Chicago, IL- Produces up to 20 events per year for 150 - 800 guests including logistics and on-site execution
- Manages up to five sponsors per event to ensure all sponsorship opportunities are realized
- Builds and retains positive relationships with vendors including printing, hotel and AV staff
- Works with hotel staff as well as off-site catering staff to create crowd pleasing menus
- Maintains annual budget for events department
- Performs research to ultimately place events
- Reviews and negotiates contracts
- Manages event registration
- Copy edits print advertisements, email blasts and content pages for each event
- Interviews, hires, manages and mentors intern
- Recruits, interviews, schedules and manages brand ambassadors for each event
Four Seasons Hotels and ResortsCatering Sales Manager
Sep. 2011 - Oct. 2013Chicago, IL- Responsible for booking and servicing corporate, social and not for profit events of 20 - 500 guests
- Exceeded $2.25M goal in 2012 by 8%
- Collaborate with clients, banquet managers, chefs and vendors from inception to execution to create successful events for high net worth clientele
- Maintain relationships through in person meetings, phone calls and emails to clients of over 100 accounts
- Participated in and completed three day Sales Productivity workshop with Master Connection Associates
Four Seasons Hotel ChicagoCatering Administrative Assistant
May. 2007 - Sep. 2011Chicago, IL- Responsible for selling and servicing five executive boardrooms accommodating up to 12 guests each, exceeded 2010 results in 2011 by 36%
- Main point of contact for social guestroom blocks, responsible for communicating the clients' needs to the hotel's operational departments, allowing the team to provide our signature five star, five diamond luxury experience
- Facilitated communication with clients and vendors for events of up to 500 guests
- Supported catering manager and Assistant Director of Catering with events of 20 - 500 guests by communicating with clients via phone and email, creating and executing contracts and helping with special projects
- Designed and maintained private websites to be used as marketing resources for clients during the inquiry process
- Created and maintained a database of new menu items and ideas which allowed the department to continually present fresh ideas to clients
- Trained new employees on department standards and procedures
- Awarded Employee of the Month in November 2007 and September 2010
Alticor, Inc.Special Events Intern
May. 2006 - Aug. 2006Ada, MI- Responsible for leading 60 interns in producing weekly "Lunch and Learns" which showcased their research and development projects
- Lead planner for the intern end of the summer event
- Assisted senior meeting planners with three multi-day incentive trips for independent business owners at the world headquarters in Ada, MI
- Confirmed registrations and dietary needs, prepared meeting materials, and ensured breakouts were set appropriately
- Enhanced the interns' experiences by going above and beyond to schedule twice weekly get togethers after work
Bubba Gump Shrimp CompanySales Intern
May. 2005 - Aug. 2005Chicago, IL- Assisted the Catering Manager in conducting market research at Capi's Italian Kitchen
- Made prospecting cold calls to increase off-site catering business
Michigan State UniversityLevel III Desk Receptionist Supervisor
Apr. 2004 - May. 2007East Lansing, MI- Promoted from entry level desk receptionist to senior supervisor at Mason - Abbot Phillips - Snyder residences halls
- Hired, trained, scheduled and disciplined a team of 30 student desk receptionists each semester
- Created and executed training for new employees to teach procedures that ensure the team's proper and accurate handling of residents' private information - Established and monitored procedures to keep desk running smoothly
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