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Work Background
JumpCloudEnterprise Customer Success Manager
Apr. 2025
JamfEnterprise Customer Success Manager
Jul. 2023 - Apr. 2025Austin, Texas, United States• Initiated, maintained, and developed trusted advisor relationships through workflow recommendations and environmental best practices, enhancing customer satisfaction and ensuring retention and growth of Jamf products • Engaged with customers via ServiceNow, Gainsight, and Salesforce to understand their critical goals, address roadblocks, and develop long-term roadmaps • Collaborated seamlessly across multiple internal departments, including Support, Sales, Professional Services, and Product teams, to advocate for customer needs • Coordinated impactful business reviews with internal and external stakeholders, highlighting major achievements and strategizing for sustained growth
ElasticSenior IT Ops Admin
Oct. 2021 - Dec. 2022Austin, Texas, United States• Owned and maintained relationships with several vendors and served as escalation for a diverse set of internal stakeholders such as executive
assistants, C-Suite, HR, and Workplace
• Established cross-functional partnerships between IT Operations and multiple employee focused organizations that led to the success of updating
the WFH package, establishing a vendor presence in LATAM, providing a consistent global procurement process for IT Operations
• Collaborated directly with vendors and internal stakeholders on the design, build, maintenance, and upgrades of office spaces
• Analyzed processes and policies resulting in an increase to efficiency globally across IT Operations, Workplace, HR, and Recruiting
• Ensured delivery, procurement, and maintenance of technology for both internal customers and office spaces expediting a path to productivity
eBayLevel 2 IT Mac Ops Admin
Nov. 2020 - Oct. 2021Austin, Texas, United States• Responded to tickets and resolved problems in a timely manner meeting SLA, through in-person, phone, and chat support to all internal customers
• Provide white glove support to intenral customers for business applications including new user setup, troubleshooting technical issues, escalation
to partner teams and vendors, documentation of solution and creation of new procedures or knowledge based guides
• Organized and facilitated remote new-hire onboarding meetings biweekly to set up equipment for new-hire classes of 30+ people
Enjoy Technology, Inc.Customer Support Expert - Tier 2
Dec. 2019 - Nov. 2020Austin, TX, United States• Provided high level white glove support to all customers via phone, email, and chat support by problem solving and collaborating cross functionally
• Established joint successes with multiple internal teams by sharing feedback and being the voice of the customer • Acted as a point of escalation for Tier 1 support, internal teams, and customers to resolve problems efficiently tings
AppleGenius
Jul. 2017 - Dec. 2019Brea, California• Achieved exceptional results by maintaining an annual NPS score of 96 by repairing relationships with customers through white glove support &
unique problem solving to all issues presented
• Established quick rapport with customers resulting in their trust when driving customers to strategic company goals as a realistic solution
• Provided software & hardware solutions, how-tos, troubleshooting, diagnosis & repair to multiple users at once through organized relationship
building
• Thoroughly documented customer's visit as notes in internal systems in accordance with Apple’s SOP to secure that if the customer returned all
data was recorded ensuring a seamless conversation with anyone at Apple
• Fostered an environment of feedback by providing & promoting real-time support for technicians navigating through learning gaps along with
teammates in cross functioning departments
• Planned service strategies with a focus on efficiency and elevating the customer experience
AppleOnboarding Expert
Feb. 2016 - Dec. 2019Boston, Massachusetts, United States• On-boarded 150+ sucessful new hires to multiple teams covering topics such as establishing strong customer relationships and how to confidently
but empathically push customers to company wide goals as solutions
• Flawlessly organized collaboration with cross functional departments by strong relationship building resulting in the facilitation of market-wide
company trainings both in person & virtually
• Led & empowered a continuous learning environment within the store for all internal customers
AppleTechnical Specialist
Dec. 2015 - Jul. 2017Chestnut Hill, Massachusetts
AppleSpecialist
May. 2015 - Dec. 2015Chestnut Hill, Massachusetts
StarbucksBarista
Oct. 2013 - Jul. 2015Cambridge, Massachusetts
The Walt Disney CompanyAttractions Cast Member
Mar. 2012 - Apr. 2014Anaheim, California
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