…She is an excellent problem solver and will go to great lengths to help you in any way that she can – her level of resourcefulness is impressive….
Jenn Ramos, Ed.D., Educator
Skills at a Glance
Customer Success
Key Customer Success Skills
Eight years experience with onboarding, retention and support.
Salesforce and Hubspot for tracking engagement
Personal outreach and relationship building
Managed over 400 accounts consistently for seven years.
Increased retention from less than 25% to over 75% in 6 years.
Managed a rotating roster of 20-75 accounts for one and a half years
Over nine years of collaboration in two companies with C-level leadership to establish service best practices.
Monitored Customer feedback and held regular meetings to suggest improvements to:
Auto-responses
Internal Service Processes
Knowledge Base Development
Proactive Outreach
and More
CUSTOMER SUCCESS FOCUSED DATA ANALYSIS
Lead the data driving the summer triage process to optimize resources for Customer Success department
Over a year working with the data team to recommend solutions to Customer Success strategic issues
Understanding and working knowledge of website development and design best practices
Freelance hobby web design since 2013 using WordPress and Wix
On the board of Monroe County Arts Alliance during the web designer selection process
Created, promoted, and ran WeirdIsTheNewNormal.com Before the hiatus, posted over 400 cosplayer and photographer interviews.
Stats from January 2020. Not the best month, but an example of consistent numbers pre-hiatus: In 30 days blog saw as many as 43 users a day. In 90 days we saw as many as 59.
Over 1,100 organic followers on Instagram and growing other social media platforms as well. At least 20-70 engagements on each post.
Skills at a Glance
Leadership
Never underestimate the power of quiet leadership
Two Years of Executive Administrator/Business Manager for Transformational Policing Model: Bridging the Racial Divide
Working independently to build marketing and service structures as the company is establishing.
Providing support and organization for Owner/Instructor.
Dedication to a company working on improving relationships between police and communities of color.
Ten years of Stage Management, Venue Management, and Directing
In charge of coordinating and managing large and small groups of artist at a given time
In charge of maintaining communication and paperwork using Microsoft Suite
Extensive experience in conflict resolution
Coordinated many artists and orchestrated load in and load outs in extremely short time spans.
Communicated needs of artists to directing team as needed.
12 years of professional experience working for 2 mission-driven start-ups.
10 years for Academic Innovations, a “Mission-oriented educational publisher whose primary goal is to supply exemplary resources to both post-secondary and secondary institutions for the implementation of hybrid freshman transition/first-year experience courses.”
2 years with AMOpportunities, a company “with a vision of accessible, inclusive, and academic clinical training.”