Salesforce

Senior Technical Account Manager

Avante Capital Partners

✔ Configured and customized Salesforce objects to meet business requirements, resulting in a 50% reduction in manual processes and a 15% increase in productivity
✔ Successfully implemented data management strategies, resulting in a 40% improvement in data accuracy and a 50% reduction in data duplication
✔ Skilled in creating and managing custom objects, fields, workflows, and validation rules to streamline business processes
✔ Experienced in creating and managing user profiles, permission sets, and security settings to ensure data integrity and user access control

Skills: Communication · User Management · Attention to Detail · Data Analysis · Data Management · Process Automation · Project Management

Salesforce Administrator/Consultant

Super Learners LLC

✔Maintained a +91% customer retention rate, sustained customer renewal at 95% each year, while singlehandedly generating 6-figure revenue by mobilizing initiatives that consistently increased sales by 27% each year
✔Achieved 99% customer satisfaction ratings based on quarterly surveys, which were used to create further strategic plans for 50+ portfolios each year
✔Reduced spending by $10k by streamlining operations and revamping processes, optimizing profit

Exemplifying leadership and business proficiency, I singlehandedly established my business from the ground up until it was recognized as a top early education business across Downers Grove. As the Founder of Super Learners LLC, I lead in building customer and staff relationships, implementing business innovations, identifying improvement opportunities to maintain business continuity, and providing excellent customer service. As a Customer Success Manager, I manage 50+ portfolios, lead program implementation, and monitor the alignment of materials with each customer’s needs to ensure the success of programs. In accelerating operations, amplifying business value, and ensuring customer success, I apply my understanding of customer demands to direct program objectives and customer relationship strategies. Moreover, I contribute significantly to tracking KPIs, analyzing key metrics, orchestrating strategic initiatives, and implementing action plans to promote opportunities to achieve established goals and objectives.

Skills: Sales · Marketing · Customer Engagement · Onboarding · Adoption · Negotiation · Customer Service · Analytical Skills · Quarterly Business Reviews · Strategic Advisor · Social Media · Change Management · Relationship Building

Founder / Head of Customer Success                  

Clicked

✔ Worked in a team of 7 to utilize the Salesforce Professional Services Methodology (Discover, Define, Design, Deliver, and Deploy) to elicit requirements, needs analysis, and business case definition to scope a solution that met the client’s business challenge
✔ Improved business processes and efficiency in Salesforce
✔ Worked effectively with others under short time constraints and presented findings to peers and industry professionals

Skills: Interpersonal Communication · Oral Communication · Presentation Skills · Data Analysis · Data Management · Business Process Mapping · Salesforce · Collaborative Problem Solving · Business Analysis · Time Management · Organization · Teamwork

Business Analyst

Attain Partners

✔ Managed a portfolio of managed services clients across the higher education and nonprofit industries, developing weekly utilization reports and conducting weekly reviews with clients.
✔Orchestrated the tasks of team members, removed obstacles, and created weekly forecasts.
✔Implemented templatization and processes for optimal team efficiency while working closely with the finance team to ensure invoices were distributed and paid on time.
✔Provided usable feedback on sales in progress and acted as coach and mentor for team members.

Skills: Technical Proficiency · Interpersonal Communication · Customer Satisfaction  · Customer Success · Analytical Skills · Key Metrics · SMB · Enterprise Accounts · Strategy Implementation · Team Performance · Team Building · Relationship Building

Salesforce Customer Success Manager Team Lead - Role Was Eliminated

Lazzeri Tutors

✔Created strategic individualized plans for each customer to ensure the achievement of performance targets, increasing revenue by 21% each year
✔ Implemented strategies for 20+ customers in need of academic assistance each quarter
✔Provided guidance, monitored progress, and analyzed data sets to provide advice and direction toward accomplishing academic/educational targets
✔ Delivered weekly academic mentoring and assistance to help 20+ customers actualize their vision into tangible outputs, equipping them with essential skills in preparation for future endeavors 

Skills: Presales · Customer Experience · Post-Sales · Key Performance Indicators · Client-Focused · Organization Skills · Microsoft Excel

Trainer / Customer Success Manager

NYC Department of Education

✔Contributed to increasing state-wide standardized testing scores by 9% during tenure.
✔Improved processes by developing new strategies resulting in an average 15% increase in math, and 17% increase in English/Language Arts over the course of each year.
✔ Contributed cumulative data and reports during monthly meetings with The Reading First Advisory Committee, as 1 of 2 NYC educators on the board.
✔Managed and taught a classroom of 20-25 students yearly, providing actionable feedback in all subject areas.

Skills: Classroom Management · Curriculum Planning · Effective Communication · Leadership Skills · Compassion & Empathy · Data Analysis · Positivity · Attention to Detail · Creativity · Empathy · Proactivity

Educator

Head of Customer Success | Retention and Renewal Master | Onboard and Adoption Expert | 2x Salesforce Certified Administrator | Entrepreneur

In my 10+ years of experience as a tactical and experienced leader, I have always implemented high-performance business initiatives and applied strategic business planning to increase revenue. Due to my proactive approach to enhancing customer satisfaction, I have been able to boost customer retention and renewal rates. As a relationship builder, I am able to uncover a client's pain points and identify strategic solutions by establishing trust and connection.  I act as a trusted point of contact and am an expert in facilitating workshops and executive business reviews in order to help customers continuously gain value and provide course corrections, when necessary.

I also dedicate my time, talent, and resources to places that help make a difference in our world. In my spare time, I like to volunteer with Feed My Starving Children, the Ronald McDonald House, and the Greater Chicago Food Depository. I love to hang with my family, cook, sing karaoke, and travel the globe. 

If my qualifications or hobbies have piqued your interest, or if we share the same vision, let's connect!

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