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Work Background
Aperture EducationRegional Success Team Lead - Midwest/Southeast/Mid-Atlantic/South
Mar. 2022 - Jan. 2024Proven Customer Relationship Building: Developed and nurtured trusting relationships with customers, resulting in a 158% increase in annual revenue retention and expansion.
Achieved a customer satisfaction rating of 90% or above.
Effective Team Leadership: Successfully led and managed a high-performing team, ensuring each member felt empowered, engaged, and supported.
Conducted weekly 1:1 meetings with each team member.
Maintained a Riverside Employee Engagement survey satisfaction rate of 85% or higher.
Strategic Account Management: Exceeded annual revenue retention goals through strategic account planning, cross-selling, and upselling initiatives.
Met or exceeded annual renewal revenue goals.
Ensured 100% of customers had a Success Plan.
Documented cross-sell and upsell opportunities for all customers.
Continuous Improvement Focus: Contributed to the continuous improvement of the Customer Success team, achieving 80% moderate to strong customer health scores.
Participated in at least one customer success-related professional development session annually.
Communication Excellence: Exhibited clear and efficient communication skills across various channels, fostering effective communication within the team and with clients.
Maintained a communication effectiveness rating of 85% or above based on team and client feedback.
Innovative Problem-Solving: Proactively identified and resolved challenges within K-12 educational environments, showcasing innovative thinking and problem-solving.
Reduced ticket resolution times by 20% through collaborative efforts with support and product teams.
Data-Driven Decision-Making: Utilized data analysis tools and reports to inform strategic decisions, contributing to the evolution of products and services and achieving SMART goals.
Monitored and assessed customer experience through HubSpot reports, achieving a 90% accuracy rate in data analysis.
FEV TutorCustomer Success Manager (Academic Success Coach) - Southeast Region
Mar. 2021 - Mar. 2022- Managed strategic partnership development for over 40+ schools/districts. - Utilize a data-driven and analytical approach to problem-solving, utilizing KPIs for improved customer satisfaction.
- Schedule program design meetings to meet customer needs and resolve key concerns.
- Prepare documentation, reports, and logs to identify and manage sales metrics and support process-driven activities.
- Provide training and product support for key customers.
- Recommend improvements to customers and demonstrated best practices and process improvements.
- Confer with customers and engineers to assess equipment needs and determine system requirements.
- Communicate with clients via email, phone, online presentations, screen-share and in-person meetings.
- Manage accounts budget forecasting, goal setting, and performance reporting.
- Helped increase account revenue by cultivating and securing new accounts while providing value-added services to existing clients.
- Maintain updated knowledge of changing industry, standards, and trends related to accounts.
Anclote High SchoolInstructional Design Coach
Jul. 2020 - Mar. 2021Holiday, Florida, United States- Developed curriculum and learning materials to increase comprehension.
- Developed and improved curricula, course formats and lesson presentations for diverse topics.
- Utilized knowledge of industry best practices to improve upon existing training methods.
- Evaluated course performance to determine areas in need of improvement.
- Demonstrated knowledge of varied learning modalities.
- Implemented employee training programs to improve performance and productivity.
- Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.
- Worked with school administrators to determine course needs and set frameworks.
- Improved student learning by defining and articulating learning outcomes and analyzing performance metrics and measurements.
- Offered subject matter expertise on curriculum design, selection and purchasing.
- Developed, deployed and maintained robust training programs accomplishing department and facility goals.
Catapult LearningIntervention Specialist
Dec. 2019 - Aug. 2020Tampa, Florida, United StatesLet go due to the pandemic. - Assisted in training of staff, parents, and students in specialized instructional strategies and techniques used in behavior intervention.
- Implemented behavioral plans designed by IEP teams for students with behavior disorders or other special conditions to help meet special education students' needs.
- Adapted classroom activities, assignments, and materials to provide educational opportunities for special education students to participate in classroom activities.
- Utilized frequency charting, duration charting, time sampling, and interval observations for appropriate behavior intervention.
- Developed individual educational plans designed to promote educational, physical, and social development.
- Organized and prepared instructional materials, communiqués, and reports to facilitate student learning.
- Collaborated with other educational personnel to provide inclusive activities or programs for children with disabilities.
- Maintained student records in accordance with district standards.
- Evaluated student needs to provide helpful resources and support.
- Adapted instructional techniques to appropriate ages and skill levels of supervised students.
DeKalb County School DistrictEducator
Aug. 2017 - May. 2019Stone Mountain, GA
Georgia AquariumSenior Environmental Educator \ Curriculum Developer
May. 2017 - Aug. 2017Atlanta, GeorgiaSummer Position Collaborated with aqaurium staff in development of digital learning classrooms, lessons, and assignments for building global lessons.
Expertly applied latest teaching tool and classroom methodologies in establishment of standardized learning opportunities.
Developed curriculum and learning materials to increase comprehension.
Developed and improved curricula, course formats and lesson presentations for diverse topics.
Utilized knowledge of industry best practices to improve upon existing training methods.
Lee County School DistrictEducator
Aug. 2010 - Jan. 2017Lee County* Served as a school-wide and district trainer for various technology learning programs including Compass Odyssey, Pearson Success, STAR Reading, Accelerated Reader and STEM. * Received high marks for quality and creativity of classroom teaching, lesson plans, and instructional materials. * Implemented curriculum in diverse subjects including language arts, mathematics, science, social studies, and history. * Developed innovative approaches that were consistently recognized as the model standard for meeting district goals in technology integration across the curriculum, experiential learning, literacy, and diversity. * Educated students as well as individuals with learning challenges and special need within a mainstreamed, inclusive classroom. * Served on multiple school committees and task forces focused on curriculum development, textbook review, fundraising, and anti-bullying efforts. * Cultivated positive and enduring relationships with students, parents, fellow teachers, and school administrators/staff.
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