AppFolio, Inc.

•  Provides extensive training on AppFolio’s functionality to new and existing clients, either held remotely via Zoom or held on-site throughout the US, to an average of 35 participants per session
•  Partners with key business stakeholders through comprehensive interviews to clearly define training needs in order to develop a custom training plan catered to their business practices
•  Analyzes process gaps and offers solutions to help streamline their processes with value added services
•  Responsible for scheduling training days, creating agendas, designing presentations and preparing demonstrations to create a seamless training experience, making sure each client feels heard and supported
•  Manages multiple projects at once, leading each client to a successful first month live and maintaining a customer satisfaction score of over 95% each month
•  Selected as one of the top 15 individuals from AppFolio's Client Services team (out of approximately 350 members) to conduct an engaging training session, attended by approximately 75 customers and prospects at the 2023 Customer Conference

Customer Training Manager

•  Assisted the Customer Care team by leading ongoing internal training for new hires and sharing best practices and advice on queue management to help new team members be successful
•  Created content for AppFolio’s Help Center, available for all customers utilizing the Online Training platform
•  Strategically assisted an average of 40 customers per month while understanding complex business challenges and developed specialized training plans designed to improve customer confidence and mitigate risk accounts

Senior Product Success Manager

•  Collaborated closely with Onboarding Teams in order to successfully drive each clients’ product adoption within their first two months live with AppFolio, increasing time to value
•  Engaged with clients in real-time support via phone calls, emails and Zoom meetings while accommodating the client’s schedule to promote positive relationships and customer retention

Product Success Manager

•	Developed extensive product knowledge to assist clients with daily functionality and advanced accounting features in the software to resolve over 20 cases per day in a timely manner via phone calls and online chat
•	Ability to identify clients at high risk for churning from our service and turning them into successful users of AppFolio Property Manager

Customer Success Manager

DSF Wealth Management

•  Oversaw day-to-day aspects of client accounts, distributions and marketing at a wealth management firm with over $800MM in assets under management with a focus on providing tax-optimized wealth management
•  Utilized Redtail CRM to incorporate cross-functional workflows and update client accounts to keep track of phone calls, emails, distributions and other integral information
•  Introduced 3 Compliance-approved pieces for inclusion in the company’s client welcome packets, including a welcome letter, a services-offered chart and a client data-gathering form
•  Coordinated birthday card/gift distribution as well as client appreciation events with responsibility for sourcing venues, creating invitations and formulating agendas

Wealth Management Assistant

The Walt Disney Company

•  Greeted and directed guests throughout the park through crowd control, safety and accommodation
•  Managed various attractions inside Innoventions as well as Fastpass stations and informed guests of ride features with a strong focus on problem-solving and working through difficult language barriers

Cast Member

Nicholls State University

•  Assisted the Office of Admissions with responsibility for screening 60+ incoming calls daily, inputting prospective student data and conducting campus tours
•  Served as a Nicholls State University Ambassador, giving presentations at orientations and other recruiting events including Colonel Day, an annual event that accommodates upwards of 500 prospective students and parents through question-and-answer sessions and campus tours

Administrative Assistant

Customer Training Manager with over 7 years of combined experience in account management, customer relationship building and ambassadorship. Experienced trainer that adapts easily, is dependable, and offers new ideas to increase efficiency with a proven track record of customer satisfaction and retention while handling multiple projects simultaneously. Key strengths include the ability to think strategically, lead by example, effectively communicate, influence others and execute tasks. Proficient with SalesForce, Slack, SkillJar, Google Suites and Microsoft Office.

Taplio

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Alison Bergeron

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Alison Bergeron's Linkedin Analytics