Newsela

• Diagnoses, trouble shoots, and resolves technical issues for users across all support channels
• Identify trends and opportunities for product growth through analysis of user experience
• Aid in source-to-target mappings and information-model specification for account integrations
• Communicate bugs and product performance to appropriate teams
• Evaluate internal systems for efficiency, problems, and inaccuracies, developing and
maintaining protocols

Customer Support Associate

GlobeIn

Customer Success Associate

YMCA of South Hampton Roads

Blocker Family YMCA is a non-profit organization that aims to provide holistic and effective services for its members. As the District Health and Wellness Director, I was tasked with the responsibility for the management of several concurrent project portfolios while also establishing and maintaining general quality assurance and optimum member satisfaction, improving overall company impression.
•Effectively integrated MYZone software into the Y On Granby facility infrastructure
•Improved facility revenue, engagement, retention, and software utilization goals throughout tenure; Successfully maintained 1st or 2nd place to exceed association metrics out of 16+ surrounding YMCAs.
•Coached and developed 12+ staff, with an emphasis on developing client management, customer success, and team culture.
•Leveraged available technology, reporting tools, and collected data that improved wellness participation/adoption by 50%+. 
•Established 10+ annual operating objectives for facility programs, personal training, and community health programs.
•Supervised and tracked a $150K+ revenue budget to carry out initiatives within budget guidelines for 3+ locations.
•Developed and implemented member roadmap to achieve personal goals.

Director of Health & Wellness

Health & Wellness Lead

FitQuest Coach

The Mandarin Oriental New York

Concierge Assistant

Discovery Times Square Exposition

Special Events Coordinator Intern

A dedicated and customer-focused professional with extensive experience in technical support, customer support, and SaaS implementation, seeking to leverage skills in a dynamic organization to provide excellent service and contribute to business growth.

Taplio

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