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Work Background
DaySmartDirector of Customer Operations & Content
Oct. 2024Responsibilities include leading the Customer Experience Content Team, as well as evaluating processes and improving efficiencies across all CX Teams. Inclusive of the following:
- Implement new processes and procedures as we continue to build out the CX Content & Ops teams
- Guide the CX Content & Ops teams in creating high-quality educational content and reports
- Provide ongoing coaching to team members - Continuously evaluate and enhance processes to improve efficiencies
- Implement various customer experience communication tools to streamline operations and improve customer interactions
- Collaborate with all departments within the company when leading projects
DaySmartCustomer Operations & Content Manager
Apr. 2024 - Jan. 2025Ann Arbor, Michigan, United StatesResponsibilities include leading the Customer Experience Content Team as well as evaluating processes and improving efficiencies across all CX Teams. Inclusive of the following:
- Build and lead the Customer Experience Content Team from the ground up, establishing new processes and standards to ensure content consistency and quality
- Guide the team in creating high-quality educational content and provide ongoing coaching
- Continuously evaluate and enhance processes to improve efficiencies
- Implement various customer experience communication tools to streamline operations and improve customer interactions
DaySmartClient Operations Manager
Feb. 2023 - Jan. 2025United StatesResponsibilities include coordinating projects that improve efficiencies, breaking down the communication silos to foster an environment that promotes collaboration between departments, and assisting with improving the overall client experience. Inclusive of the following:
- Implemented monthly product leadership meetings, inclusive of all product leaders within a department
- Implemented quarterly all-hands meetings within products, inclusive of all staff within a product and the executive team
-Built out processes in Pendo to improve the client experience (feature requests, in-app notifications, new feature and enhancement updates, & NPS surveys)
- Built out a new project management process using Jira
DaySmart RecreationClient Success Team Lead
Sep. 2022 - Feb. 2023Responsibilities included having my own Enterprise book of business, while I also supervised staff, implemented processes, created internal documentation, and created necessary reporting. Inclusive of the following:
- Created SalesForce reports
- Created internal help documentation in Confluence - Created internal help videos using Loom
- Implemented a new beta testing process inclusive of client feedback in the beginning of the development process
DaySmart RecreationClient Success Manager (Enterprise)
Jun. 2022 - Sep. 2022Responsibilities included responsibility of Enterprise client relationships, the voice of the client, and contract renewals. Inclusive of the following:
- Standing client meetings (Provide updates, consult, talk through process improvements, etc)
- Meetings w/ Product
- Advocated for client needs
- Contract negotiations
DaySmart RecreationOnboarding Lead
Jan. 2022 - Jun. 2022Responsible for onboarding clients as well as implementing new processes and improving team efficiency. Inclusive of:
- Implementing a new project management tool called TeamWork
- Creation of client training checklists
- Creation of additional training tools using Loom to create videos
DaySmart RecreationSoftware Trainer
Mar. 2021 - Jan. 2022Responsibilities included owning the onboarding/training process post sales. Acted as a consultant while working with clients to get their system built out. Inclusive of the following:
- Conducted Business Process Review calls
- Conducted training sessions throughout the onboarding process, anywhere from 10-20 hours total per client
- Created buy-in with staff that may not have been part of the decision-making process to switch softwares
- Created project plans and milestones for each client's training process, and sent out meeting invites and action items to stay on target with goals
CLUBWAKACommunity Coordinator
Feb. 2020 - Nov. 2020Norfolk, Virginia Area
Morale, Welfare & Recreation (MWR) Naval Station NorfolkCommunity Recreation Specialist of Naval Station Norfolk Base
Apr. 2019 - Mar. 2021Norfolk, Virginia
The Virginia Beach Field HouseAssistant General Manager & Sport Director
Jun. 2018 - Apr. 2019Virginia Beach, Virginia
The Virginia Beach Field HouseGeneral Manager
Sep. 2017 - Jun. 2018Virginia Beach, VA
The Virginia Beach Field HouseSports Director
Dec. 2014 - Sep. 2017
United SportsLeague Director
Aug. 2014 - Jan. 2015downingtown, pennsylvania
The Virginia Beach Field HouseSport Coordinator (Intern)
Jan. 2014 - May. 2014Virginia Beach, VA
Norfolk Tides Baseball ClubIntern for Community Relations
Jan. 2011 - Jul. 2013Norfolk, Virginia Area
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