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Executive Profile

A highly motivated self-starter with a deep understanding of customers needs seeks a position at Arćteryx. Evangelist for customer empathy and driving "best in class" customer service while exceeding sales goals.

 
 
 
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Professional Experience
Customer Experience Consultant Feb 2015 to Current
 New York, NY
  • Consulting ecommerce start-ups on building and scaling a world-class customer experience.
  • Managing an internal and outsourced customer support center, serving as an escalation point and creating the optimal customer journey.
  • Develop best practices for customer service across phone, chat, email and social media. 
  • Motivated high performing customer service staff to meet KPIs, SLA and NPS to create an exceptional experience.
  • Responsible for hiring, motivating, coaching, counseling, and training seasonal customer support supervisors and leads.
Site Operations Manager Mar 2014 to Feb 2015
 CityMD (Urgent Care Start-up) － New York, NY
  • Responsible for directly managing the site operations team including behavioral interviewing, onboarding, PTO, performance reviews and YOY revenue growth.
  • Created, analyzed and reported on various business metrics such as, wait times, provider patients per hour, site NPS, customer satisfaction and mystery customer visits.
  • Supervised, managed, coached, developed and evaluated the performance of all staff on a daily basis.
  • Monitored and took corrective measures to ensure that the CityMD culture was being observed at all times, by all employees.
  • Collaborated with the HR team to formalize a development plan for staff such as, providing employees with performance reviews, improvement plans, and administered terminations as needed.
  • Held departmental meetings and on-site training sessions.
Business Owner Jan 2001 to Mar 2014
 Retail － Apalachicola, FL
  • Managed sales teams, performed 1:1 sales coaching sessions, constructive pipeline management reviews, and supported/promoted high performers.
  • Oversaw P&L, administered coaching and career development, maintained brand value by providing best in class customer experience and regularly received industry recognition awards for exceptionally high customer satisfaction ratings.
  • Evaluated current procedures and identified opportunities for improved innovation.
Qualifications
  • Experienced, strategic, meticulous, detail-oriented, and supremely organized.
  • Happy when solving problems, creating streamlined processes and reducing customer pain points.
  • Passionate about working with a diverse team and leading by example by getting my hands dirty.
Education
Florida State University

Bachelor of Science - Business Administration. Emphasis on Hospitality and Management.

This resume is created in 7 minutes.
Summary

Data-Driven, strategic professional working toward improving customer experiences through exposing the humanity behind technology. With 14 years of SaaS/IaaS, working to find operational pain points and translate those to actionable deployment strategies. 

Proficiencies
  • Staff training and development
  • Brand Ambassador - Public Speaking and Events
  • Project Management (Agile, Waterfall, GROW/LEAN)
  • Specialized Software (Jira, Trello, MS Project, Confluence)
  • Cisco CTI software
  • Deliverability Practices (DDI)
Accomplishments

Strategy and Planning

  • Implemented Agile methodology usage for operational, development, and fulfillment staff.
  • Reduced annual operational cost by $2 MM through launching self-help tools to front line CSR's.
  • Product Manager for client assets acquisition, focused on online properties.

Operational Management

  • PO for customer care and product development teams to prioritize work and oversee resource requisitions.

Brand Management

  • Actively mentored, trained and supervised new advocates in the field to utilize both social networking tools, as well as targeted article creation and face to face interaction with clients.
Experience
Product Manager - Hosting Tools and Services / GoDaddy - Gilbert, AZ 12/2018 - Current
  • Responsible for product road maps, defining objectives, key results, customer experience, and touch point communication.
  • Internal and External engineering team project scoping. 
  • Cross departmental and external partner communications and updates for executive communication.
  • Responsible for project scope and dependencies brought on by differing priority sets and labor cycles.
  • R&D through live production launch for software suites focused on increasing efficiency, lowering operational overhead, and increasing profit.
Managed Services Manager / GoDaddy - Gilbert, AZ 01/2015 - 12/2018
  • Implemented service catalog responsible for $20 MM in annual revenue.
  • Set cadence for workflow and customer experience for 200k end user augmentations, disaster restorations, break/fixes, and troubleshooting annually.  
  • Responsible for an organization of 100+ technology specialists incorporating DevOps, Fulfillment, Customer Care, Technical Writing, Evangelism, and Application Development.
  • Lead career development exercises through various technical and professional skill up programs.
  • Developed Hiring, Coaching, and Performance management methodologies.
  • PO for a SCRUM team of Operations Engineers, Software Developers, and Technical Writers responsible for trend analysis, automation, and documentation/implementation of in-flight products and R&D to market lines.
  • POC for the brand and technology advocacy attending vendor events to promote brand.
  • Training individual evangelist in best practices of writing and face to face interactions.
Server Support Supervisor / GoDaddy - Gilbert, AZ 01/2013 - 01/2014
  • Increased Sales 79% year over year to $1.88 MM.
  • Implemented new services contributing to a $1 MM growth in new client revenue.
  • Responsible for 60 tier II server specialist assisting in Windows 2006 R2, Windows 2010 Server, CentOS 5, CentOS 6, as well as WHM/cPanel, WHMCS, Plesk, and Gnome.
  • Defined scope of support to leverage paid services and re-brand the advanced hosting product line.
  • Collaborated with internal marketing and business intelligence to decrease product churn.
  • Instituted core technology testing to raise product awareness.
Customer Care Supervisor / GoDaddy - Gilbert, AZ 02/2005 - 02/2013
  • Responsible for sales teams producing $1.5 MM annually while maintaining above target quality and customer satisfaction levels.
  • Created leveled testing for CSR's leading to increased first call resolution and higher customer satisfaction.
Education and Training
Project Management Academy - - Phoenix, Arizona, US 2019

PMP Bootcamp focused on industry best practices for all levels of project management.
Situational Leadership - - Tempe, AZ, United States 2016 Seminar focused on improving overall leadership styles and relies heavily on 9-box theory, GROW, and LEAN methodologies for organizational management as well as interpersonal leadership. 
Seminole State College - Lake Mary, FL 2009 Political Science/Philosophy
Arizona State University - Tempe, AZ 2007 Political Science/Philosophy
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Professional Summary
An executive level professional with a 15-year track record in incubating and growing technology and services businesses with expertise in business development, operations, and establishment of partner networks. *Proven success in taking new ventures from concept to commercialization in high-growth, fast-paced organizations *Demonstrated ability to think strategically and identify revenue-generating opportunities in new markets *Execution of both contractual and operational tasks necessary to secure key business partnerships and enterprise customer sales *Strong analytics complemented by superlative communication skills *Highly autonomous, self directed and comfortable working within an entrepreneurial environment
Skills
Work History
Background, 2016 to Current
Quirky – New York, NY
  • Over the last 15 years, Natasha focused on early-stage companies and financial services.
  • In Seattle, she helped launch technology companies for Garage Technology Ventures, a venture capital firm led by Guy Kawasaki, co-founder of Alltop.com and former chief evangelist at Apple.
  • She also managed strategic initiatives and developed business opportunities for Classmates Online.
  • In New York, as Director of Microenterprise Development Programs for The Hebrew Free Loan Society, Natasha headed lending programs to provide growth capital for early-stage companies.
  • Applying her wide-ranging, bicoastal experience in helping launch and grow early-stage companies, Natasha partnered with Canrock Ventures in 2010 to launch ThriveMetrics, a data analytics technology start-up.
Operations Consultant, 01/2016 to Current
Quirky – New York, NY
  • Quirky is a community-led invention platform with a mission to enable everyday people transform their innovative ideas into commercial success.
  • The Company partners with world-class consumer products manufacturers to bring great inventions to market.
  • Transformed a product concept from a idea into a compelling business proposition and an emerging Big Data enterprise solutions company.
Co-Founder, 01/2016 to Current
WayFind, LLC – New York, NY
  • An application used to automate and improve the way career coaches conduct their business.
  • The objective of the app is to make the career planning process more efficient and accessible to young adults, through the use of technology, a network of coaching resources, and price point.
  • The product is in a commercial beta stage.
President & COO, 01/2013 to 01/2016
ProSeeder Technologies – New York, NY
  • Quirky is a community-led invention platform with a mission to enable everyday people transform their innovative ideas into commercial success.
  • The Company partners with world-class consumer products manufacturers to bring great inventions to market.
  • Oversight of operations to ensure support and implementation of new and prospective customers onto the Proseeder platform.
  • Management of internal resources to meet required project deadlines.
  • Work closely with the CEO on various aspects of new business opportunities.
  • Work closely with the CTO and development team on product requirements obtained from customers and other channels.
Co-Founder, 01/2010 to 01/2013
Thrive Metrics, Inc – Hicksville, NY
  • An enterprise software that mines corporate communications for topics, volume trends and sentiment allowing companies to better monitor and understand engagement with their marketplace and within their employee base.
  • Collaborated with Canrock Ventures (www.canrockventures.com), an early stage venture capital group led by serial entrepreneurs and founders of enterprise software companies sold to Oracle and SYNNEX.
  • Created the business plan and successfully implemented the plan objectives:.
  • Built a highly-productive startup team, advisory board, and board of directors.
  • Oversaw product development from beta to commercial release.
  • Secured the first group of key enterprise customers, marketing primarily to C-level and other senior management at Fortune 1000 companies.
  • Raised angel and venture capital from well-regarded and engaged investors to fund operations and business growth.
  • Originated and managed relationships with strategic channel and technology partners - both domestic and overseas.
  • Delivered on company's marketing plan including the company website, video and print materials.
Director, 01/2005 to 01/2010
The Hebrew Free Loan Society – New York, NY
  • The HFLS Microenterprise Program provides credit to NYC entrepreneurs for purposes of starting or expanding their businesses.
  • Developed the program from inception into a mature funding source for small businesses in NYC:.
  • Created and implemented policies, and procedures to govern and administer the program.
  • Coordinated partner relationships with relevant financial institutions, government-sponsored agencies and program advisors.
  • Built a talented staff team of underwriters and account managers and assembled a high- caliber group of loan committee members and advisors.
  • Actively managed a fast-growing loan portfolio while maintaining quality standards.
  • Collaborated with the Kauffman Foundation to provide entrepreneurial training for economically disadvantaged communities.
Manager, 01/2003 to 01/2004
Classmates Online United Online New Businesses Group – Seattle, WA
  • A social media site for connecting with former high school classmates and for accessing nostalgic content.
  • Assessed new partnership opportunities to ensure successful execution from both financial and operating standpoints.
  • Developed partnership roadmaps with detailed vision for integration and new revenue-opportunities.
Regional Portfolio Manager, 01/1999 to 01/2003
Garage Technology Ventures – Palo Alto Seattle, CA WA
  • A venture capital firm led by Guy Kawasaki, co-founder of Alltop.com and former chief evangelist at Apple.
  • Identified and mentored innovative emerging technology companies in the Seattle area.
  • Collaborated with other venture firms to provide these companies with growth capital and other critical support.
  • Built and coordinated an extensive network of partners and startup financing sources.
Sr. Associate, 01/1996 to 01/1999
PwC PricewaterhouseCoopers – New York, NY
Associate, 01/1995 to 01/1996
Citigroup Salomon Brothers – New York, NY
Analyst, 01/1991 to 01/1993
GE Capital MetLife Leasing – Seattle, WA
  • Other professional experience and awards.
  • Named Inventor on a patent filed for Thrive Metrics.
Guest Lecturer, Stern College for Women – New York, NY
Organizational Behavior, Marketing, 01/2008 to 01/2010
M&A Advisor, Exceed Network – Brooklyn, NY
  • Women of Distinction" award from NY State's 21st District Assemblyman Tom Alfano, 2009.
  • 40 under 40" award from The Puget Sound Business Journal.
01/2002
 Seattle, WA
Education
MBA: Finance, June 1995
Columbia Business School University of Washington -
Finance
BA: Finance and Marketing, June 1991
Finance and Marketing
Native Fluency in Russian 1:
This resume is created in 7 minutes.
Professional Summary
  • Proven healthcare evangelist who has emerged as a broker between healthcare and technology, capable of drawing from experiences in product marketing, marketing strategy and development, and user relationship management.
  • Registered Dietitian with a Masters of Science, published author for nutritional scientific research
Skills
  • SEO/SEM
  • Salesforce
  • Marketing Automation

 
    • Looker Analytics
    • Excel
    • A/B Testing
    • E-mail messaging management
Work History
01/2016 to Current
Community Outreach Manager Elation Health – San Francisco, CA.
  • Owned user communications and community engagement.
  • Cultivated power users, gathering feedback and developing passionate user advocates.
  • Served as community advocate in product and operational decision-making.
  • Owned and built out customer health score.
  • Built preventive strategies for at risk accounts.
  • Drove new processes to enable a proactive customer service approach.
  • Owned Customer data science to drive actionable summaries of our users health, built our dashboards in LookerML to provide teams to highlight potential issues Digital Marketing.
01/2016 to 01/2017
Digital Marketing Lead Elation Health – San Francisco, CA
  • Built out digital marketing role
  • Created marketing copy for email, whitepapers, and social channels
  • Lead quarterly prospect email marketing trainings for practice development team
  • Created and built out prospect lead score.Developed email marketing strategy for nurture leads.Oversaw all SEO and content marketing activity
  • Automated campaign management for drip marketing and lead nurturing campaigns
  • Led prospect engagement for marketing events resulting in growth in 4 new territories
  • Served as main contact for prospect health policy education.Developed new strategies for customer engagement to drive sales
12/2014 to 01/2016
Head of Sales and Marketing Decisive Health, Inc – San Francisco, CA.
  • Oversee company's product marketing, product deployment, account management, and customer success strategy on a daily basis.
  • Develop product marketing strategy and create content for all marketing materials including but not limited to social media, email marketing and national conferences and events.
  • Grew sales efforts from ground up taking company from $0 to $90k in 2015.
  • Launched content marketing campaigns, utilizing Outreach and MailChimp to generate 25% sales increase monthly.
  • Implemented SEO and achieved ranking on first page of SERP for targeted keywords.
  • Write and manage company's weekly newsletter distributed to all of company's current clients and subscribers.
  • Created and continue to maintain company's blog growing readership to 4,000 per day in one month.
  • Completed 4 month accelerator program at 500 Startups (Batch 14).
04/2014 to 12/2014
Sales Development Representative PandaDoc – San Francisco, CA.
  • Built inbound and outbound sales & marketing strategy.
  • Increased Outbound Sales by 17%.
  • Increased Sales Efficiency through Direct Market Research.
  • Consistent overachievement of monthly quotas (85 opportunities/month)
09/2013 to 01/2014
Registered Dietitian My SmartFuel Food & Nutrition Consulting – Boston, MA.
  • Managed all areas of private practice business
  • Led fundraising, sales, and lead generation
  • Developed marketing strategy and public speaking events
  • Built website, social media, blog, and branding
  • Created both individual and group client meal plans
08/2010 to 09/2011
Diet Technician Brigham and Women's Hospital – Boston, MA.
  • Provided to patients and families regarding dietary restrictions to accomplish patient goals
Education
May 2012
Masters of Science: Nutrition and Health Promotion
 Simmons College - Boston, MA.




May 2011
Bachelor of Science: Nutrition and Dietetics
 Simmons College - Boston, MA

Nutrition and Dietetics

3.8 GPA

  • Minor in Studio Art
  • Minor in Biology
Additional Information
  • Avid runner including marathons and half marathons, enjoy hiking, skiing, traveling
  • Yoga Instructor for east division AFL athletes

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