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Summary

I love helping people understand and implement new technology solutions that solve every day problems. From the on-boarding process, to implementation, to content creation, and all the small  technical inquiries along the way. I have been able to understand how customers and prospects define 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

Professional Work History

May 2018Current

Senior Solutions Engineer

Hustle
  • As a senior solutions engineer I work closely with our account executives to show the value of Hustle to for profit and enterprise clients. This includes executing technical demos, running success pilots, and creating proof of concepts for decision makers.
March 2017May 2018

Senior Client Success Manager

Hustle
  • Promoted from Client Success Manager in September 2017
  • Managed a book of business of $750,000 in ARR
    • Increased portfolio ARR value by 300%
    • Managed first client account to sign on for 36 month multi-year-agreement, tripling the ACV
  • Revised, Managed, and Implemented Hustle Blog of Client Content
    • Increased posting views by 120%
    • Managed content calendar, exceeded  posting deadlines for team of 13+
July 2016March 2017

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