Sendlane

○	Manage multiple concurrent client onboardings, implementations, and projects of varying complexity post-sales through handoff to the Customer Success Management (CSM) team
○	Act as a platform and strategy expert between Sendlane and its clients throughout the implementation and email warming phases
○	Assist in creating a delegated task pipeline with an eye for scalability and repeatability
○	Meet customer needs and deliverables according to proposed timelines in conjunction with the various internal and external stakeholders
○	Proactively communicate with clients and other stakeholders to ensure the timely completion of migration and transition to the CSM  team
○	Monitor and analyze customers’ usage of Sendlane platform to drive deeper platform adoption (i.e., open and click-through rates, bounce rates, spam complaints, attributed revenue per email or SMS campaign, etc.)
○	Identify potential churn risk and lead proactive remediation efforts to mitigate and retain attriting customers alongside the CSM team, Account Executives, and other internal stakeholders
○	Collaborate cross-functionally with Sales, CSM, Product Support, Engineering, and Compliance/Deliverability to optimize service deliverability
○	Iterate and improve upon the implementation and onboarding process to streamline time to launch and enhance client experience
○	Develop subject-matter expertise of the Sendlane product and speak fluently about performance management and industry best practices, acting as a trusted advisor for clients in the implementation and onboarding cycle

Implementation Manager

Edlio

○	Developed and maintained long-term business relationships with clients by serving as an internal advocate, liaison, and subject matter expert
○	Cultivated up-sell and multi-year renewal opportunities for a book of business for 290+ schools and school districts
○	Acted as point person for accounts and communicated with existing clients via high-volume phone and email interactions
○	Provided consultation on all products and services
○	Resolved product issues and concerns, submitted product enhancement requests to the development team based on client feedback and needs
○	Assisted accounts receivables in invoicing resolutions and collection of past-due funds
○	Documented and updated customer records based on interactions using SalesForce, Jira, and/or ChurnZero
○	Developed and maintained a knowledge base of ever-evolving products and expanding services

Client Success Specialist

Logistic Dynamics, Inc.

o	Guided new agent partners through the implementation phase, providing hands-on support and ensuring a seamless onboarding process
o	Maximized agent efficiency by overseeing successful onboarding and ensuring timely completion of training programs
o	Conducted comprehensive training sessions to educate and assist new agents on application systems, processes, and procedures
o	Acted as a crucial liaison between internal and external teams, managing agent engagement during the critical first 6 months of a new agent’s tenure with LDi. Provided strategic business advice to support agency growth and long-term sustainability
o	Conducted weekly reviews of account updates with Business Development team members, sales leadership, and C-Suite, ensuring alignment with organizational goals
o	Led, participated in, and presented during weekly sales meetings with Business Development team members, sales leadership, and C-Suite, fostering collaboration and communication
o	Handled escalations between agent partners, carriers, and customers as they arose, demonstrating effective problem-solving and conflict-resolution skills
o	Ensured LDi agents’ LTL performance compliance and conducted audits on LTL invoices for discrepancies and variances (e.g., reclasses, reweighs, reconsignments, additional accessorials, etc.) before exporting for commissions
o	Facilitated the claims process between agents, their customers, claimants, carriers, and insurers, ensuring smooth resolution and customer satisfaction

Agent Development & Account Manager

BlueGrace Logistics

o	Assisted the small-to-medium (SMB) business customer base with a wide range of freight issues, including but not limited to quotes and booking shipments, managing missed pick-ups and deliveries, rerouting and rescuing freight, contesting fees, and handling other claims filed with carriers on behalf of customers
o	Acted as the first point of contact and subject matter expert in carrier profiles and relations for both transactional sales and the account management team, providing valuable insights to both teams and management
o	Collaborated in developing a “beta” version of the internal customer service/sales support queue system and KPIs. Measured the support team’s performance in receiving, evaluating, processing, and appropriately handling requests for support using NetSuite
o	Audited and dispatched all freight shipments sold and booked by sales teams and departments, ensuring safe and on-time pick-up and avoiding customer overcharges and variance fees

Freight Support Representative

Fleetmatics

Fleetmatics was acquired by Verizon (now Verizon Connect)

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o	Served as the first point of contact, providing rapid-response and steady remote support to end-users using multiple support channels, including phone and email
o	Utilized internal resources to conduct research on technical and/or software-based issues, determining diagnoses and providing prompt solutions to resolve customer issues
o	Assisted the SMB customer base with various issues, including updating login credentials, aiding in application or menu navigation and administration, software set-up, and resolving minor software bugs
o	Efficiently received, evaluated, processed, and appropriately documented customers’ cases using Salesforce and Netsuite
o	Collaborated with peers across departments, actively participating in the evaluation and development of solutions to ensure an exceptional and seamless experience for customers
o	Maintained ownership of assigned cases, ensuring follow-up as necessary with customers throughout case resolution to completion

Customer Care Representative

InsightSquared

o	Identified and secured new opportunities for InsightSquared by collaborating with Account Executive teams in both Boston and San Francisco offices to successfully close deals
o	Generated a robust pipeline through direct outreach via phone and email, leveraging prospect databases, and conducting thorough prospecting and research
o	Actively participated in both formal and informal training sessions to deepen understanding of the product, and stay abreast of company, market, and industry trends
o	Played a pivotal role in growing the sales team by contributing to the recruitment process and helped build a scalable, repeatable sales process
o	Demonstrated adaptability in a fast-paced, high-stress environment, quickly adjusting to meet the demands of the dynamic sales landscape

Business Development Representative

Verizon Wireless

o	Analyzed customer needs to identify and present value-added solutions tailored to individual requirements
o	Inspired and excited customers about the transformative impact of our solutions on their lives
o	Ensured customers left the store with the best solutions to meet their needs
o	Delivered an exceptional product set-up and coaching experience to enhance customer satisfaction
o	Provided customers with a basic understanding of the functionality of the products and accessories they purchased, ensuring immediate enjoyment of their new solutions
o	Attended both formal and informal training sessions to enhance understanding of retail store operations and stay updated on company, market, and industry trends
o	Supported daily business operations, including processing customer transactions and conducting daily audits of cash receipts

Solutions Specialist

Self

- Valid driver's license and US Passport.
- Can travel for work at short notice.

TV, Film, and Video Freelancer

Fueled by a passion for delivering exceptional customer experiences, I'm a customer success & implementation professional with a proven track record of success in account management, complex problem-solving, and communication. With years of experience in customer service, I excel at building strong relationships and leading cross-functional teams to drive results. Let's work together to achieve your goals and exceed customer expectations.

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