Hello!
I am a CX professional with proven experience leading across customer onboarding, success, support and engagement. I love to solve complex problems and empower my team to do the same. I appreciate a good story and believe that people and data work together to tell one.
My Core Values
Honesty | Joy | Creativity
March - December 2020
In March of 2020 I was laid off due to the Pandemic. While difficult I was fortunate to get to spend extended time with my family. I managed the house while assisting my younger siblings (who I take care of) in their remote education and assisting my two year old in learning... everything. I gained insights and was able to share experiences that will last with me forever. I also learned that the life of a stay at home parent is not the life for me. There is a lot about the type of problems you get to solve and interactions you get to have at work that are important to me. When looking for a new role after my time away I caught out a company with a strong mission and was excited to start work at exactly that in Loom.
Delta
Leo & Genny
Walter
Recent Experience
Responsibilities & Accomplishments
Sr Manager - Customer Success, OutboundEngine
August 2019 - March 2020
Managed 9 account managers responsible for product fulfillment, customer support and education.
Managed 3 person social media advertising team serving ads across Facebook and Instagram for 1500 customers.
Managed 3 person administrative team out of the Philippines through an outsourcing partner.
Managed 1 team lead who provided mentorship, coaching, and guidance to success team writ large.
Assisted in transition from reactive support model to proactive account management model.
Developed team through mentorship, trainings, one-on-ones, and call coaching.
Manager - Customer Onboarding & Engagement, OutboundEngine
February 2019 - August 2019
Developed new customer onboarding process, reducing total time to setup and number of touches required to fully implement all aspect of customers product suite.
Worked cross functionally to create and implement fulfillment processes for multiple new products.
Team met and exceeded all KPIs including time to setup, positive CSAT percentage, NPS, and volume.
Launched Social media advertising product fulfillment and support as product scaled rapidly.
Worked with IT and Operations to move full success team from Zendesk to Salesforce cases and form Go To Meeting to Zoom.
Team Lead - Customer Success & Onboarding, OutboundEngine
May 2017 - Feb 2019
Revamped and streamlined department collateral.
Worked with customer lifecycle marketing manager to revamp and test new marketing campaigns to drive customer engagement and upsell revenue.
Developed and presented trainings on questioning strategies, communication, and engagement with technology.
“Clear is kind. Unclear is unkind.”
Brené Brown
Education
University of Kansas | 2008-2012
BS - Business Information Systems Tech.
Coursework in project management, data mining, new media marketing, entrepreneurship, and computer networking.
Gained experience in extended Microsoft Office Suite, G Suite, and some minor programming.
University of Kansas | 2013
Exploratory Coursework in Creative Writing
Built written and verbal communication skills through coursework in screenwriting, poetry, and literary criticism.
Coldtowne Theater | 2014-2016
Improviser Certificate
Completed six levels of coursework in improvisational comedy.
I borrow from these classes frequently when engaging my team and training them on dynamic customer interactions. From finding joy in a situation to engaging someone around any topic to exploring the importance of a good pause.
Sandler Sales Training | 2014
Professional Development Program
Completed President's club program while at Sparefoot.
Specific communication & sales system which focuses on transparency, confirmation, and self reflection.
Taught aspects of the selling system to Sparefoot ACE team.
