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Skills

Certified SCRUM Master + SaaS  + PaaS + B2B + B2C + B2B2C + Salesforce + Jira/Confluence (Jira Certified) + Python + Linux + Capacity Management + Demand Forecasting +  GSuite + Microsoft Office + Azure Devops + MS Project + Unified Communication  + Multimedia Systems + Media Proposals/Plans + Programmatic Advertising + Analytics + Data on-boarding 

Experience
Director, Global Program Management | 01/2019 to Current Dentsu Aegis Network (Carat/Microsoft) - New York, New York
  • SCRUM Master and AGILE leader developing continuous improvement across all LOB's on Microsoft business
  • Create + Maintain systems + Processes that drive efficient delivery of analytics outputs
  • Develop Azure Devops / MS  environment with SCRUM task boards, capacity plans, forecasting + risk management
  • Create + Manage Global delivery calendar & work with global market leads to manage escalations
  • Manage MTA Project with Microsoft + Carat + Conversion Logic
  • Drive strategic solution initiatives + analyze incidents
Director, Program Managament | 01/2018 to 01/2019 Marketing Evolution - New York, New York
  • Defined program governance and evaluation of integration needs, develop workflows + escalation process
  • Increased cross-team JIRA adoption by 70%, Made all work transparent
  • Developed enterprise account delivery Triage processes across departments
  • Managed functionally + built capacity management tools 
  • Leads with project management oversight, report on team compliance
  • Managing Executive level needs, stakeholders' communication; Reporting issues, failures, recommending best practices and change management efficiencies
Enterprise Customer Success Manager | 05/2017 to 11/2017 PebblePost - New York, New York
  • Developed enterprise client on-boarding process, managed implementations, enhance Atlassian Jira and Confluence process infrastructure and adoption
  • Exceeded annual delivery goals with client renewal rate above 75% for all enterprise accounts, maintained customer delivery schedule and reporting cadence
  • Managed BOB of $1.2 Million quarterly delivery rates, strategic up-selling and campaign optimization strategy working with the campaign operations team
  • Clients: Gap, Urban Outfitters, Houzz, Crate & Barrel, Fossil, Office Depot, Talbots, Anthropologie
Senior Project Manager, Client Services | 08/2016 to 05/2017 Flux Branding - Los Angeles, California
  • Improved legacy project management system by implementation of SCRUM methodology,
    increased efficiency in E2E process by 75% and maintained delivery schedule
  • Managed DSP's and vendor relationships for different programmatic campaigns
  • Managed client web development projects cross-functionally acting as the digital liaison
Project/Account Manager (Contract) | 07/2015 to 05/2016 LabRoots, Virtual Events - Los Angeles, California
  • Managed client webinar and web-conferencing life-cycle with budgets ranging upwards of
    $300k+ (based on up-sell and renewals) with successful delivery
  • Worked with clients to define KPI's and goals for sponsored messaging
  • Managed Unified communication webinar and virtual event content + strategic ad placement,
    speaker management, provided technical support as needed
  • Clients: GE Healthcare, DiaSorin, Lexogen, Beckman Coulter, Abbot Diagnostics, Thermo-Fisher
Multimedia Specialist (Contract) | 12/2014 to 07/2015 Capital Group, American financial services - Los Angeles, California
  • Provided in-depth reporting analysis on 4-year roster of webinar attendees, determined
    qualified leads for sales development and marketing efforts
  • Evaluated and enhanced reporting infrastructure and guidelines in development of new
    reporting system implemented and adopted company wide
  • Developed and implemented webinar template needs, guidelines, verbiage, quality assurance
    practice, schedule cadence, best practices and program process excellence
  • Produced quarterly investment review conferences, webinars, QBR's , adobe webinars and all unified communication systems 
Web + Print Production Manager, Client Services | 08/2013 to 08/2014 Healthy Living Magazine, Publisher - Beverly Hills, Ca
  • Exceeded quarterly print + programmatic advertising goals with client renewal rates by 75%
  • Launched iTunes digital app, implemented e-commerce system nurtured brand partnerships
  • Built out and managed client servicing team, implemented project management system and quality assurance practice. Cultivated client relationships and customer success standards
  • Managed printing deadlines, content strategy, media plans raised social media following by 40%
Senior Production Manager, Client Services | 12/2010 to 06/2013 TalkPoint a PGi Company, Unified Communication Saas - New York, NY
  •  Managed accounts ranging from $20k/mo.- $200k mo. subscription service with Cisco Systems partnerships
  • Managed webinar life-cycle, satisfied client KPI's, live conferencing management, managed webinar reporting analysis needs, training and custom customer reporting requests
  • Clients: Fortune 500's, Financial, Pharmaceutical + Publishers
Education
The Art Institute of Atlanta - Atlanta, GA Digital Media, 2008

This resume is created in 7 minutes.
Skills
  • Microsoft Office Suite
  • Adobe Photoshop
  • Facebook Advertising
  • Google Analytics 


  • Salesforce
  • Clarizen
  • ClickTime
  • Jira Software
Work History
Customer Success Manager, 09/2017 to Current
Fishbowl Inc. Austin, Texas
  • Manages a portfolio of 30 Enterprise accounts, totaling in $2.6 million in annual revenue
  • Responsible for the retention, renewal and up-sell opportunities within book of business
  • Represents "voice of the client" internally to drive client-centric product development
  • Works cross-functionally with implementation, client support, and product to ensure and manage client success
  • Leads and supports regular, proactive client engagements - such as Quarterly and Bi-Annual Business Reviews, status calls, onsite meetings and budget planning
  • Creates value for customers by ensuring defined business outcomes and building success plans with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
  • Is accountable to drive effective usage of Fishbowl software solutions within clients through creating and executing thorough and action-oriented plans

Enterprise Marketing Consultant , 04/2017 to 09/2017
Fishbowl Inc. Austin , Texas
  • Developed and executed high-impact marketing strategies for six national restaurant chains including Del Taco and Buffalo Wild Wings, that enhance acquisition, engagement, and ROI
  • Planned and implemented integrated marketing campaigns with email, digital, social media and print elements
  • Served as Project Manager for all client-facing projects and campaigns to ensure timely, efficient, and quality delivery
  • Analyzed clients' campaign metrics and consumer data to inform on trends, successes and overall program health
  • Deep understanding of clients' needs while identifying additional growth opportunities for client base
  • Strong focus on client retention, satisfaction, and revenue growth by developing and maintaining strong relationships with clients 


Manager, Local Marketing Services, 11/2015 to 04/2017
Fishbowl Inc. Alexandria, Virginia
  • Managed a team of eight Email & Social Media Specialists and oversaw daily operations for 150+ restaurant clients' marketing services
  • Met with direct reports on a weekly basis to troubleshoot client issues, assisted in the development of campaigns and encouraged positive growth in each of their positions
  • Acted as an intermediary between direct reports and clients to resolve conflicts that arose
  • Participated in identifying, interviewing, and selecting potential candidates for open positions
  • Continued to uphold responsibilities of Email & Social Media Specialist position with a personal client load of 15+


Sr. Email and Social Media Specialist, 08/2014 to 11/2015
Fishbowl Inc. Alexandria, Virginia
  • Managed and maintained 30+ clients with minimal attrition
  • Produced and executed individualized marketing plans to meet specific client needs
  • Developed and maintained clients' social media accounts such as Facebook, Twitter, and Instagram to leverage monthly promotions and campaigns, expand page reach, and encourage engagement
  • Monitored online reputation sites including Yelp, TripAdvisor, and Google+, responding to reviews on behalf of clients following industry best practices
  • Provided monthly reporting with analysis of campaign effectiveness and future recommendations
  • Developed a focused expertise in Client Relations and served as a go-to team member on the subject matter


Sales Executive, Small Business, 05/2012 to 07/2013
Vocus (Acquired by Cision in 2014) Beltsville, Maryland
  • Generated new business sales according to monthly quota of $15K by actively prospecting and strategically maintaining current pipeline of opportunities
  • Demonstrated and tailored Vocus Software solutions to potential clients by identifying their PR and Marketing needs to generate long-term Vocus clients' within the small business sector
  • Assisted in employee development by training new hires with sales strategy, product knowledge, and pipeline management in order to maximize team revenue and output


Education
Bachelor of Science: Public Relations, 2012
West Virginia University - Morgantown, West Virginia

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Education
Bachelor of Arts: Psychology The University of Tennessee, Knoxville
Experience
21st Mortgage Corporation Knoxville, TN Land/Home Coordinator - Closer 09/2019 to Current
  • Balance closing disclosure with the title company
  • Assist borrowers in understanding the process and fees associated with closing
  • Maintain open lines of communication between the title company, dealership, and borrower
  • Ensure files close with minimal errors
21st Mortgage Corporation Knoxville, TN Land/Home Coordinator - Pre-Closer 09/2019 to 01/2020
  • Prepared and audited file for closing
  • Reviewed title commitments and appraisals to ensure file was clear to close
  • Provided support to borrowers and dealerships
  • Drove the process to ensure files closed on time
Appfolio, Inc Richardson, TX Customer Success Manager, Queue Lead 05/2019 to 09/2019
  • Managed a team of 7 support representatives
  • Represented the company at conferences and customer visits
  • Drove continuous support improvement
  • Handled manager escalations
  • Led meetings across offices using GoToMeeting software
Appfolio Inc. Richardson, TX Associate Customer Success Manager 07/2018 to 04/2019
  • Managed dedicated account base for clients over 500 units
  • Provided exceptional support which led to a 95% average NPS score at 6 months
  • Obtained certification as a product expert at 9 months
  • Mentored new team members, assisted them with learning the product and handling cases with ease
21st Mortgage Corporation Knoxville, TN Associate Credit Manager 03/2014 to 03/2018
  • Reported to multiple credit managers assisting them in their day-to-day tasks
  • Aided in underwriting loans and assisted first time home buyers in understanding the underwriting process
  • Interviewed potential customers and took applications to ascertain their credit worthiness
21st Mortgage Corporation Knoxville, TN Team Leader 08/2015 to 10/2016
  • Led a team of Financial Counselors and assisted them in making their goals each month
  • Traveled every month to field call customers
  • Kept detailed records of assistance offered to customers and account trends
  • Helped to foster an enjoyable work environment
21st Mortgage Corporation Knoxville, TN Financial Counselor 03/2014 to 08/2015
  • Managed over 1100 accounts each month
  • Utilized budgeting skills to help customers that were struggling due to financial burden
  • Assisted customers with completing payments and working out payment arrangements when necessary.

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Professional Summary
Customer focused professional with a key-eye for understanding customer needs, wants and requirements prior to their own understanding. My goal is to help businesses grow through scaling infrastructure and processes and by using Compensation as a step in better Employee Engagement. Loving finding ways to overcome objections and get customers in the right product and service fit for their needs moving forward. Passionate about coaching talent and newer team members to help them see success. I thrive in a dynamic environment and can't wait to use my comfort with ambiguity to impart change in my next venture.
Skills

Contract Negotiation 

Customer Focused

Analytical Thinker
Process improvement

Complex Problem Solving 

Salesforce, Zoho CRM

Powerbi, Conga

GoToMeeting,  Zoom 

Highspot

Microsoft Outlook & Office


Work History
Customer Success Manager, Team Lead, 01/2016 to Current
PayScale, Inc Seattle, WA
  • Passionate about creating better interactions between Professional Service teams and Customer Success Management Teams get customers to value 
  • Constant Experimentation of new processes and ways of scaling the team as Payscale continues to grow 
  • Developing, training and motivating my team of direct reports
  • Collaborate with multiple cross functional teams to ensure best possible customer service
  • C-Level interaction encourage renewal of current contracts,  drive buy-in of PayScale company-wide
  • Contract renewal and upsells in complex sales cycle
  • Change management strategy and planning for CSM team and customer base 
  • Presidents Club for 2016 Top Sales and Account Retention 


Customer Success Manager, 09/2015 to 01/2016
Porch Seattle, WA
  • Managing a portfolio of small to large business accounts
  • Exceeded all goals and quotas by more than 120% including account retention, revenue and profile completion
  • Trained and mentored new team customer success managers
  • Onboarded new accounts while building relationships to ensure future account and revenue retention
  • Built client relationships by acting as the liaison between the customer service and sales teams.
Account Manager, 08/2015 to 12/2015
Lowe's Loyalty Program Strategic Account Manager, Sales Seattle, WA
  • Managed all Lowe's Loyalty Program Accounts that Lowe's sponsored VIP accounts for Porch's services and platform to engage their top customers and increase spend at Lowe's
  • Built relationships with mid-market size companies to increase engagement and retention
  • Exceeded goals for account retention and renewal at the end of the 6 month sponsored trial
  • Goal of replicating business partnership with other mid-market businesses 
  • Coordinated with cross functional teams and multiple departments to increase program visibility.     
  • Analyzed and reported on weekly and monthly customer activity, business trends, KPI's, customer stories and key learnings
General Manager , 08/2010 to 08/2013
The Liquid Lime Kirkland, WA
  • Interviewed, hired, fired and trained all new staff
  • Coordinated large events for 200+people including all planning, promotion and social media marketing
  • Built strong relationships with clients and local community businesses to ensure business growth
  • Responsible for all inventory, ordering and costs associated with running the bar
  • Increased sales by over 50% from 2010 to 2011 as manager
  • Created and implemented a complete menu/concept overhaul to attract new customer base
Sales Representative & Account Manager, 11/2008 to 07/2009
Score Solutions Kirkland, WA
  • Began as cold calling opening dialer, promoted to sales closer within 1st month
  • Sold debt consolidation options and loan modification negotiation to individuals Exceeded goals and quotas by 150% within 90 days 
Office Manager & Negotiator, 06/2007 to 12/2008
R.E. Solutions Bellevue, WA
  • Created and developed all marketing materials for startup company including website content, brochures, business cards based on business goals Organized all financial systems including tracking and accounting in QuickBooks Extensive use and knowledge of ACT CRM for customer tracking and growth Negotiated Short Sales and Loan Modifications.
Lead Negotiator & Transaction Coordinator, 06/2005 to 06/2007
The Foreclosure Group LLC Kirkland, WA
  • Negotiated Short Sales and Loan Modifications exceeding closing ratio expectations
  • Stopped properties from foreclosure auction through negotiation with Mortgage Companies and Trustees,with a 98% success rate in 2006-2007
  • Public handled all hard money loan document signing and real estate transaction signing
  • Designed Marketing fliers and Listing information for all properties
  • Built close business relationships with Title, Escrow, Mortgage, Trustees and Attorneys to expedite transactions.
Education
Bachelor of Arts: Business Administration & Marketing, 2005
University of Washington - Seattle
  • Member of Sales Club
  • Coursework in International Business and Finance
  • Dean's List