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Work Background
CareerCraftCustomer Success Manager & Support Specialist
Nov. 2024South Carolina, United StatesI am excited to be joining the CareerCraft team! as the new Customer Success and Support Manager!
I am here to assist our schools and districts with any questions, concerns, feature gaps, enhancements.. the list goes on! Think of me as the go to point person if you have an inquiry or just want to talk over features or functionalities!
RecurlyCustomer Success Manager II
May. 2023 - Oct. 2024United StatesAs CSM, I am focused on understanding customers' business challenges, determining how Recurly can assist them in meeting and exceeding goals. My time is spent day to day conducting business reviews, completing and actioning on success plans. Using data driven insights to both retain business and grow our partnerships as well as providing insight into product improvements with use cases to further enhance out offerings.
SyncroCustomer Service Specialist
Jan. 2022 - May. 2023RemoteEnhancing the customer experience within Syncro's customer base by assisting on immediate, actionable items when a customer needs service in the moment. Advocating for our customer base by providing thorough and actionable insights to the product and executive teams.
StripeRisk Escalation Specialist; Risk Special Handling (RSH)
Sep. 2021 - Apr. 2023RemoteWorking on the Risk team as an escalation point of contact for Stripes and our Customers on risk and fraud related issues. Our team specializes in tracking and stopping fraudsters or fraud practices on Stripe.
RecurlySenior Customer Enablement Manager
Apr. 2021 - Aug. 2021Remote Shares industry best practices and advises each customer on how to leverage the Recurly platform, tailored to their business. Regular topics include international expansion, fraud prevention, A/B price testing, promotional strategies, dunning management and more. Consults with companies to ensure they receive value from Recurly quickly and painlessly, while addressing critical business needs with speed, efficiency, and accuracy.
RecurlyTechnical Support Team Leader
Oct. 2016 - Apr. 2021Managed executive escalations for top tier customers, ensuring response times under 15 minutes during core events and peak processing times - including the Super Bowl, Pay-Per-View events, and Cyber Monday. Scaled the team to support an international base of customers being served via multi-channel touches, including phone, email, and live chat, while providing consistent 98%+ satisfaction ratings and response times under 1 hour across all ticket types.
Greenville Health SystemLead Customer Service Representative
Oct. 2008 - Apr. 2016Provided front and back office support for Greenville Health System via MISYS, EPIC, Tiger, while also managing financial transactions, scheduling and insurance processing.
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