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Work Background
Red Oak Media, LLCOwner
Feb. 2024Charleston, South Carolina Metropolitan AreaRed Oak Media SC is a small social media management and marketing agency start up with the goal of bringing personalized services to nonprofits and for profits of all sizes and missions.
X-CartManager, Customer Success
Jun. 2022Athens, Georgia, United States- Lead a customer success team, streamlining onboarding and training processes to improve customer satisfaction and retention. - Developed and implemented training programs, empowering team members and enhancing overall performance. - Analyzed customer feedback to identify trends and drive continuous improvement. - Collaborated with sales, marketing, support, and product teams to ensure seamless workflows and support strategic objectives. - Monitored key performance metrics to identify opportunities for improvement and proactively address challenges.
MicadSolutions Specialist
Mar. 2022 - May. 2022Silverstone, England, United KingdomNOTE: Micad acquired SEER in March of 2022 and my role carried over to Micad. - Transitioned seamlessly from SEER, maintaining client satisfaction and operational continuity during the acquisition. - Led onboarding initiatives for new clients, ensuring smooth transitions and effective team training. - Enhanced customer engagement through tailored support strategies and streamlined workflows.
SEERSolutions Specialist
Jun. 2021 - Mar. 2022Charleston, South Carolina, United States- Led a support team through onboarding and implementation of new clients, ensuring effective team training and operational processes. - Developed training materials and facilitated workshops to improve team knowledge, increase efficiency, and enhance client satisfaction. - Managed support queues and streamlined workflows, improving team responsiveness and handling of customer issues. - Conducted on-site client visits to assess needs and implement tailored support solutions, driving long-term client success.
Knightsville Methodist ChurchPraise Team Leader
Dec. 2019 - Jan. 2023Knightsville SC- Managed and coordinated a diverse team of musicians and volunteers, organizing weekly rehearsals and live performances. - Implemented structured training for team members, improving performance and fostering a collaborative team environment. - Optimized rehearsal schedules and workflows to balance team needs and improve event preparation.
SEERSupport Lead and On Boarding Specialist
Oct. 2018 - Mar. 2022Charleston, SC- Managed and mentored a small support team, driving improvements in service delivery through process optimization and team development initiatives. - Developed and delivered training materials for both clients and internal team members, ensuring consistent and high-quality service across the organization. - Led onboarding efforts for new clients, ensuring smooth transitions and high levels of customer satisfaction while focusing on operational excellence. - Collaborated with global teams to align support operations with organizational goals, contributing to overall process improvements and service delivery.
SEERCustomer Support Specialist
Jun. 2018 - Oct. 2018- Onboarded and implemented new customers - Created training materials as well as train customers and new employees - Managed Support queue with support team via ZenDesk as well as phone and email support - Helped oversee existing customer relationships
Legacy ChurchPastor of Worship and Youth
Jul. 2012 - Dec. 2018Charleston, South Carolina Area- Managed a team of 20+ musicians and technical staff, improving coordination and efficiency through structured rehearsals and development programs. - Designed and implemented youth programs that engaged the community, increased participation, and enhanced overall group performance. - Led team development initiatives, providing ongoing training and mentorship to team members, resulting in improved collaboration and performance.
BlackbaudClient Services Project Manager
Jun. 2012 - Oct. 2017Charleston, South Carolina Area- Acted as a liaison between internal teams (legal, sales, and support) ensuring alignment with prospects goals, product features, and legal requirements. - Acted as product specialist for all presale calls pertaining to The Raiser’s Edge. - Contributed to the development of knowledge resources, empowering teams and customers with tools to solve complex issues independently.
BlackbaudCustomer Advocacy
Nov. 2010 - Jun. 2012Charleston, South Carolina, United States- Troubleshoot escalated hosted customer issues - Work interdepartmentally to resolve outstanding customer issues
BlackbaudCustomer Support Analyst
Oct. 2009 - Nov. 2010Charleston, South Carolina, United States- Provide front line phone and email support for customers - Provide support for escalated customers - After 6 months I was promoted to second tier support which also provided after hours support to higher tier customers.
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