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Work Background
ArticulateCustomer Success Operations
Jan. 2024Remote• Implemented robust and consistent data governance practices, ensuring accuracy and consistency across CRM and analytics platforms.
• Managed recurring account assignment data, leveraging SOQL and Looker to ensure accuracy and efficiency.
• Initiated training sessions and office hours for CSMs and CESs to proactively address questions, share best practices, and drive adoption of new tools and processes.
• Provided strategic guidance through data analytics, building KPI dashboards and performance reports, supporting the CS department in improving onboarding, adoption, and retention outcomes.
Peak ExperiencesOperations Manager
Jan. 2023 - May. 2023• Applied Lean practices to analyze and optimize operational processes across seven departments and two locations to result in cost savings and a 20% increase in productivity
• Developed and executed strategic initiatives to significantly enhance the company's ROI and market presence, resulting in a 40% increase in Q1 sign-ups compared to the previous year • Significantly improved customer satisfaction by implementing innovative procedures and systems, resulting in a 35-minute reduction in registration and signups
• Collaborated with company stakeholders to develop project plans and test department budgets and structures, reducing staffing costs by 10% annually
Arrive LogisticsClient Success Manager
Apr. 2020 - Jan. 2023Austin, Texas Metropolitan Area• Led and developed a high-performing team of twenty Account Executives, resulting in an average monthly recurring revenue of $10 million
• Championed process improvement initiatives within cross-functional departments, leading to a 10% reduction in operational costs
• Implemented new procedures with cross-functional teams that boosted KPI performance by 30% within six months
• Served as the primary point of contact for escalated issues, demonstrating exceptional problem-solving skills and communication expertise, leading to a reduction in customer complaints and enhancing overall client satisfaction by 25%
Arrive LogisticsClient Success Team Lead
Jan. 2020 - Apr. 2020• Contributed to new customers’ SLAs by implementing streamlined processes, ensuring timely responses, and enhancing customer satisfaction, leading to a 20% improvement in client retention and overall service
• Analyzed impactful datasets and created visualizations for client business reviews on a monthly and quarterly basis
• Managed and updated CRM data, SOPs, and training documents for Operations and Sales Departments, ensuring 100% data accuracy • Successfully negotiated pricing and contracts for RFPs, renewals, and new accounts, increasing profit and wallet share
Arrive LogisticsAccount Executive
Jan. 2018 - Jan. 2020
Arrive LogisticsBusiness Development Representative
Jan. 2017 - Jan. 2018
Wireless AdvocatesSales Lead
Aug. 2014 - Jan. 2017Austin, Texas
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