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Summary

I love helping people. I have had the pleasure to help thousands of Customers be successful using new technologies. From the on-boarding process, to implementation, and even technical inquiries along the way. I have been able to understand how my customer defines success and make sure they reach their goals using the tools provided!

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
    • Worked cross functionally with product team to improve user signup flow 
    • Assisted/Supported customers on any technical issues within Zen-desk
    • Managed all escalated tickets from support team via phone call
  • Managed Tier 2  & 3 Buyer side account (opposite side of the marketplace)
    • Increased buyer logins by 30% and buyer activity by 22% with proactive email marketing campaign using MailChimp and Autopilot
  • Increased SMB account activity by 80% with proactive on-boarding support and email marketing campaigns
July 2015July 2016

Customer Success Specialist

StyleSeat
  • Answered over 14,000 technical, payment, and general inquiries via Desk and Zendesk for 380,000+ users and $1B+ in completed transactions
    • 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 teams to identify areas of improvement and optimization 
    • Responsible for identifying "evangelist" users for user research and providing customer feedback to the rest of organization
    • Managed all ticket inquiries related to monetization features
    • Organized and quantified user feedback for feature improvements
April 2015July 2015

Additional Customer Service Experience:

Executive Team Lead Guest experience Intern:

Target 

April 2013April 2015

Store Manager

Heavenly Couture

promoted from Assistant Store Manager in 2014