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Work Background
Relay CommerceCS Strategy Consultant
Jun. 2024 - Dec. 2024- Train & provide support directly to CS and sales enablement teams; advising on a data-centric product
- Resolving/escalating technical issues to provide world-class service & increase retention rate
- Advisor in managing pipeline, automate flows and upselling to key accounts
- Create documentation and evergreen training material to outline best practices
PeelCustomer Success Manager
Jun. 2022 - May. 2024- Managed a book of diverse accounts & overhauled processes to drive adoption, CSAT & retention
- Coordinated deliverables, ensuring account health, clarity & confidence when resolving issues
- Collaborated with product & sales teams to align customer goals with quarterly growth targets
- Utilized data insights to create success plans, optimize journeys and highlight success stories
- Created onboarding sequence to automate 1000+ touchpoints and bring conversion rate to 50+% - Represented Peel at in-person events to build relationships and develop partnerships
Lightning LabFractional Operations Specialist
May. 2020Los Angeles, California, United States- Implemented CRM and workflow systems (HubSpot, Attio, Apollo.io, Zapier) to streamline pre-sales, onboarding and delivery for creative agencies and startups
- Built backend analytics infrastructure to reduce manual tasks and support high level decision making
- Created SOPs and internal documentation to support training, consistency, and long-term operational growth
- Partnered with founders to rethink CX flows to maximize CSAT, Retention and CLTV
Mujeres MovimientoOperations Manager
Jan. 2019 - Jun. 2022- Researched/led the implementation of a new CRM, scaling operations while reducing costs - Supported new students & donors through the entire CS lifecycle, establishing onboarding flows
- Developed foundational processes and streamlined tech stack to improve efficiency, support & UX
- Enabled new subscription model, nearly doubling program size and attracting recurring donors
- Managed and hired a fully remote, international and bilingual team
George Fox UniversityIT Customer Support
Jan. 2018 - Dec. 2018- Assisted hundreds of students/faculty in diagnosing & and resolving computer/software issues
- Gained exposure to top IT and engineering talent, developing my understanding of digital media, API's and web applications
SEED Livelihood NetworkBusiness Development Intern
May. 2017 - Aug. 2017Indianapolis, Indiana Area- Developed a system for connecting start-up entrepreneurs in developing countries with business mentors
- Managed social media accounts and represented the organization on conference trips
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