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Summary

I am a detail oriented leader with years experience, managing people and processes. I have a passion for supporting and understanding customers and being their advocate in implementing product changes!

Education

Jun 2015

University of California, Berkeley

Bachelor of Arts, Sociology

NCAA D1 VarsityTrack & Field Captain

* 3 time All American and Junior Nike National Champion

Work History

July 2016Present

Customer Success Manager

RangeMe
  • Manage Supplier On-boarding process
    • Increased profile completions after sign up by 15%
    • Converted over 31% of managed accounts into active users
    • Provided critical feedback on on-boarding drop off which led to change in user signup flow 
    • Assisted/Supported customers on any technical issues
  • Managed Tier 2  & 3 Buyer side account (opposite side of the marketplace)
    • Increased buyer logins by 9% and buyer activity by 7% with proactive email marketing campaign.
      • Created copy and content of highly successful email marketing campaigns
    • Increased unmanaged account activity by 12% with proactive email support
July 2015July 2016

Customer Success Specialist

StyleSeat
  • Answered over 14,000 technical, payment, and general inquiries via Desk and Zendesk
    • Maintained customer satisfaction rating over 90%
  • Managed on-boarding process for the professional side of the marketplace 
  • Identify, report, and escalate product bugs and stories to Engineering pods via Jira
    • 80% of escalated tickets led to product fixes
  • Conduct user research with Product manager to identify areas of improvement and optimization 
    • Lead Success Member for user research with new monetization strategy/features
      • Responsible for identifying "evangelist" users for user research 
      • Managed all ticket inquiries related to monetization features
      • Gathered and quantifed user feedback for feature improvements