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Work Background
DrataCustomer Success Manager
Jul. 2024Manage 60+ commercial accounts and help guide teams through the customer journey to value. Collaborate effectively with account management and to identify revenue growth opportunities.
GitLabStrategic Customer Success Manager
Aug. 2022 - Jul. 2024RemoteTracked and maintained customer health scores for feature adoption. Hosted regular cadence calls with Enterprise customers. Supported teams’ business objectives through success planning.
RangeForceSr. Customer Success Manager
Feb. 2022 - Jun. 2022Onboarded new customers and tracked progress on 45 Enterprise accounts. Provided new product communication to customers and build training plans for customer enablement. Evaluated customer performance during team events and provide action reports with feedback. Drove product adoption and identified expansion opportunities through regular check-ins. Worked closely with renewals and sales’ team to ensure renewal of business.
Trend MicroCustomer Success Manager
May. 2020 - Feb. 2022Established and maintained relationships with Strategic customers for Cloud Conformity platform. Worked proactively with sales, renewals and ops teams to retain revenue. Advocated for customers in meetings with product managers. Provided support through setting technical calls with engineering team. Monitored customer health score to increase feature adoption.
Trend MicroSales Development Representative
Sep. 2019 - May. 2020Dallas/Fort Worth AreaCloud Conformity, recently acquired by Trend Micro, is a market leading software platform helping companies & IT professionals who have invested in the cloud to continuously monitor their infrastructure. Our platform focuses on all major elements of advanced security, real-time threat detection, cost management, cost optimization, best practices, compliance and automation of that environment.
Self-employedSales Manager
Aug. 2018 - Sep. 2019Dallas/Fort Worth AreaAssisted with decision making of recruiting, marketing, compensation and other business operations. Drove production through innovative sales strategies. Communicated with radio and print vendors for lead generation. Trained and developed advisors on effective sales and follow up through CRM. Attended job fairs to recruit new hires.
AAA TexasInsurance Business Manager
Aug. 2014 - Aug. 2018Irving, TXDrove insurance production through effective coaching and training in both direct and field sales channels. Monitored attendance, scorecard attainment, and overall growth of new insurance business. Worked face-to-face with potential and existing clients, develop partnerships with local businesses, and created new relationships through other business units. Traveled to the Houston region in 2016 and supported the staffing and training for 7 branches and 3 managers. Managed multiple locations continuously with an average of 15 agents.
AAA TexasInside Sales Agent
May. 2012 - Aug. 2018Effectively sold AAA products in 10 states. Identified qualified candidates and discussed customer needs. Demonstrated the ability to multi-task and exceed monthly/quarterly goals. Participated in manager succession courses for career development. Exceed sales goals consistently resulting in several sales awards, bonus incentives and sales summits. October 2012 Rookie of the Month March and April 2013 Agent of the Month Cabo San Lucas Sales Summit Qualifier March 2013 100% Member Service Index (MSI) Award QTR 2 Total Business Agent Award QTR 2 Most Valuable Producer Award QTR 2 Chicago Sales Summit Qualifier August 2013
Kemper Services GroupSubrogation Specialist
May. 2011 - Jun. 2012Consistently exceed monthly goal of $50,000 by $20,000+ each month.
Act as a liaison between contracted vendors and the Subrogation department to effectively pursue the adverse party.
Reduced number of unworked files by 800 in a two month window.
Negotiate cash settlements between vendors and other insurance companies with Kemper.
Research police reports, statements, and external systems to locate carriers for uninsured motorist.
Work closely with legal counsel to execute legal documents to pursue other parties.
Blue Cross Blue Shield of MSCustomer Service Representative
Nov. 2009 - Jun. 2011Consistently process and document 80 customer calls per day Achieved three monetary incentives within one year being promoted to Customer Service Representative. Lead Claims training class and provided recommendations for improvements to current training resulting in updated material on internal training website. Work closely with Subrogation, Provider Services and Underwriting department to ensure proper procedures for enrollment, billing, and benefits for members.
Contributed to high ranking in quality rating for Customer Service by the BCBSA.
Blue Cross Blue Shield of MSClaims Specialist
Sep. 2008 - Nov. 2009Recommended and created training material, using PowerPoint and OneNote, for process improvements for the Mississippi State Health Plan. Provided concise communication to Subrogation, Customer Service, and RNs to ensure accurate processing for claims under $25,000.
Consistently exceeded departmental benchmarks by 2% for productivity and financial accuracy.
Promoted after one year of service to Customer Service position as merit for exceeding expectations.
J & L MarketingPromotions Coordinator
Jul. 2008 - Feb. 2009Surveyed potential customers for various dealerships in the Southeast by direct mail. Acted as a liaison between the marketing firm to communicate results and/or improvements needed to generate new sales at the dealerships. Lead promoter for Rainbow Northshore Buick Pontiac GMC, resulting in increased traffic of customers as well as new car sales.
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