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Work Background
Sprout Social, Inc.Customer Success Manager, Retention
Jun. 2023
Sprout Social, Inc.Business Development Representative/Analyst
Jun. 2021 - Jun. 2023• Evaluate operations and finances, research sales leads, and develop improved business strategies to increase revenue, boost productivity and increase client satisfaction.
• Analyze consumer behavior to meet product demand and preferences
• Collaborate cross functionally with internal stakeholders (Product, Sales, Marketing, and Support) to implement consultative sales strategies ensuring business and technology alignment.
• Define key data points and data sources to track against measurable performance indicators and produce useful reports.
• Elicitate/Analyze/Document requirements from stakeholders across accounts in the Enterprise, Higher Education, Government, & Non-Profit space.
• Increase revenue by cultivating and securing new accounts while providing value-added services to existing clients.
• Instrumental in developing client on-boarding activities, end-user training, and workshops. • Oversee multiple high – valued customer accounts and work diligently to meet and exceed performance goals.
• Subject Matter Expert for teammates to reconcile accounts and determine current issues and potential solutions.
• Uncover areas for improvement and coach clients on the best practices to achieve campaign goals
re:work trainingSales Development Representative Trainee at re:work training
Apr. 2021 - Jun. 2021Gaining the latest knowledge in SaaS and technology sales methodology, including storytelling, cold calling, email selling, qualifying, prospecting, and discovery call best practices in re:work's 8-week tech Sales Training Bootcamp.
Huntington Learning CenterEducation Project Coodinator
Mar. 2018 - Feb. 2021Orlando, Florida, United States• Identified bottlenecks/ risks in project processes and implemented new procedures to improve productivity and mitigate risks.
• Kept customer and system account information accurate and current to support timely resolutions for concerns.
• Liaised between clients to clarify goals and address skills gaps and client pain points to maximize user proficiency.
• Managed a portfolio of 15 client accounts and led ongoing business process reviews to optimize business needs.
• Orchestrated project reviews and communicated status updates with the team, developers, and stakeholders.
• Pioneered the launch of a Language Development program for adult non-English speakers resulting in a 200% adoption rate.
• Spearheaded the smooth transition of projects from pre-development to the production and deliverable phases by overseeing the achievement of milestones and optimizing key performance indicators.
Orange County Public SchoolsEnglish Program Manager/ Lead English Teacher
Jul. 2015 - Jun. 2021Orlando, Florida, United States• Analyzed projects, schedules, milestones, risk assessments, and the company's performance to compare to business goals.
• Directed and executed multiple high-visibility projects and programs for the nation's 9th largest district.
• Improved stakeholder outcomes by 80% by coaching a team of 8, hosting daily standups, and producing weekly status reports.
• Integrated technology through implementing, mock-ups, user testing, and supplemental employee onboarding processes.
• Strategized organizational change management strategies and individualized success plans for 30 at risk users.
IndependentIndependent Education Consultant
Jan. 2014 - Aug. 2015• Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
• Consulted with clients, facilitated meetings, and prepared presentations identifying curriculum and process gaps.
• Evaluated student data to assess progress and implement solutions to boost reading achievements by 1-2 levels or 60%. • Integrated business solutions with organizational goals while reaching the consensus of the stakeholders.
• Partnered cross-functionally between stakeholders to exchange information utilizing data to drive business outcomes.
Teach FirstEnglish Program Manager
Jun. 2011 - Dec. 2013London, England Metropolitan Area• Conceptualized an Intensive Improvement Plan to support underperforming users (88% success rate within 4 months).
• Cultivated long-term professional relationships and de-escalated issues with proven problem-solving abilities.
• Documented modifications, new business processes, and workflows for all stakeholders.
• Guided the business in improving processes and reducing attrition rate by 70% using human resources data analysis.
• Oversaw all stages of the project lifecycle to decrease stakeholder absenteeism rate by 90%.
• Selected from 18,000+ applicants to serve as a member of a national cohort of individuals who devote 2 years of teaching to an underserved public school and evoking transformational change in all sectors.
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