Kuali, Inc.

EdTech, Workflow Automation

-Built and Improved the customer experience and journey, creating a streamlined onboarding and implementation process using automated workflows and automations.
-Provided professional analysis and expertise of customer business processes.
-As the first CSM for the Built product, I created all of the onboarding, implementation and training processes using automation to streamline the new customer experience. 
-Created and lead the first-ever company wide Certification Program, which included in-person live training to over 100+ customers. 
-Managed the customer relationships, ensuring customer satisfaction and building relationships. 
-Help drive communications strategy using data and analytics, developing meaningful email campaigns to customers to reduce churn
-Acted as the trusted advisor, voice, advocate and the face of the company for the customer.
-Monitor the health of the customer relationship: Solve problems that arise during the customer lifecycle to ensure continued satisfaction
-Worked closely with the Product and Engineering team to help guide product development, feature ideas and customer feedback 
-Managed and improved the documentation process, managing, writing and maintaining product documentation. 
-Escalated priority support issues, handled difficult customer conversations as needed

Senior Customer Success Manager

Jaces Place LLC

We run your Airbnb & Vacation Rental like its own business while you earn passive income, at the same time providing 5-star full service property management services.

Successfully operating an optimized short-term rental takes expertise, time, and money. 
Why hassle with doing it yourself when our services pay for themselves?
Services include:

Dynamic Personalized Rate Settings
Nightly rate pricing changes constantly ensuring each night is booked at its ideal price!
Screening Guests
Listing Optimization
Guest Communication
24/7 Emergency Contact 
Cleaning & Maintenance
Airbnb Host Consulting
Cleaning Coordination
Landscape Services
Supply Management Services
Repair & Maintenance Coordination
General Contractor Services / Renovations

Currently serving: 
California
Colorado (remote)
North Carolina (remote)
+ Other locations remotely

SIT BACK, RELAX, AND MAKE MONEY. LET US DO THE REST.

Owner

Process Street

Process and Workflow Management Software

- Fostered strong relationships with over 150 clients, ensuring their success by providing tailored solutions and proactive support, including Enterprise customers
-Improved the customer onboarding by automating and streamling the customer experience.
-Implemented a training experience that was consistent, scalable which resulted in customer retention by 40% and reducing churn by 30%
-Raised customer engagement and outreach by using customer focused data using Salesforce, Salesloft, Churnzero and other tools to improve customer relationships.
-Consistently exceeded KPIs, achieving a 98% customer satisfaction rating and driving a 25% increase in upsell opportunities through effective account management.
- Played a pivotal role in understanding each individual customers use cases, while also focusing on expanding customer use cases, thus leading to a 25% expansion rate. 
-Utilized a combination of integrated systems and applications, including Zapier, Salesforce, Zoom, Slack, G-suite, Stripe, Chart.io, Salesloft, and Trello, to optimize process functionality and exceed customer expectations by delivering enhanced value.
-Gathered and analyzed customer feedback to identify insights and opportunities for product enhancements; collaborated with the Product and Engineering team to prioritize and implement actionable improvements, driving innovation and addressing feature requests to enhance user experience

Customer Success Manager

Keyrenter Denver

Evaluated and developed a marketing strategy and marketing plan.
Planned, directed and coordinated all marketing efforts.
Market Research
Worked with sales department to develop pricing strategies to maximize profits and market share while balancing customer satisfaction.
Identified potential customers and market
Developed and managed Google & Facebook advertising campaigns, newsletters & SEO efforts
Managed all website content and blogs
Built brand awareness and positioning.
Supported sales and lead generation efforts.
Overseeing social media marketing strategy and content marketing.

Director of Marketing & Customer Success

-Developed new role and department: created a streamlined on-boarding and sales process
-Sales focused: Engaged and educated potential clients: increased sales by 25% by implementing new sales
strategy and original marketing campaigns.
-Business Development: Strong focus on building relationships with realtors, investors and other partners to increase lead gen.
-Worked with the team on the development, implementation and maintenance of customer first culture.
-Exceeded annual goals with client renewal rate above 85% for over 200 accounts.
-Created and implemented new project management tools for the entire organization.
-Organized various events; supported clients and using own knowledge and expertise to resolve any issues.
-Created and managed all marketing efforts including social, blogs, newsletters, etc.

Whisper

Whisper is an anonymous social networking app. Users post confessions, either fact or fiction, by super imposing text on a picture. 

-Created and oversaw the first technical internship program
-Managed the intern recruiting program
-Managed the immigration process for international new hires (H1B, Green Card, B1 extension).
-Researched & developed candidates using outside research & create in-house research capability
-Networked & pursued & developed relationships with potential candidates
-Established relationships with area colleges and attend appropriate events
-Extensive calendaring, organizing meetings, anticipate daily needs of CEO & CTO
-Arranged meetings & booked travel for new-hires and worked closely with recruiters.

Technical Recruiter

-Lead SCRUM meetings, track deliverables, Scribing/Publishing meeting notes and escalating blocking issues.
-Sprint Planning – In partnership with Engineering Leadership
-Monitored project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables.
-Managed projects with top-down oversight throughout entire execution to ensure success and adherence to standards of scope, budget, and timeline.
-Developed comprehensive project plans that merged requirements with company goals and coordinate various teams and technical personnel during all project phases, from initial development through implementation.
-Developed and enhanced the Whisper Engineering Program Processes.

Technical Project Manager

Effortless Rental Group

Colorado homeowners trusted, turnkey short-term property management solution

-Maintained all client relationships and ensured all complaints and issues were addressed and resolved.
-Developed organizational policies and procedures to support customer service excellence
-Conducted walk-throughs with new clients/hosts; on-boarded new properties to Airbnb, VRBO & other short term rental platforms
-Liaison between operations, guests and clients to ensure delivery of high quality services to clients while increasing revenue
-Identified new opportunities for process improvements and communicating them to the leadership team
-Strengthened working relationships with clients, utilizing excellent communication techniques.
-Successfully developed SOP’s for new department
 -Created and implemented employee handbook and client satisfaction surveys
-Lead the recruiting and hiring team, on-boarded all new hires.
-Served as a crucial point of contact between executive leadership and employees
-Managed all People Operations functions, such as onboarding / offboarding, benefits and performance management
-Built and implement a system to support an inclusive and diverse community throughout the company
-Facilitated and lead employee relations activities, including conducting internal audits and disciplinary meetings

Account Manager, People Operations

Sunset Studios

Sunset Gower Studios is a 14-acre television and movie studio in Hollywood, California.

-Cultivated excellent long-term relationships with clients, maintaining ongoing communication and facilitated solutions to address concerns
-Handled client complaints and sought timely resolutions
-Managed relationships as Property Manager with clients such as Netflix, HBO, Amazon and ABC
-Sought, negotiated and secured strategic media and entertainment partnerships
-Negotiated and processed lease, license & amendment agreements and other paperwork associated with the sales & leasing process  including insurance, security deposits and credit checks
-Maintained 85%+ occupancy rate and generated $1.6M in sales for 2016 revenue
-Coordinated and lead tours of studios and offices with major networks, productions and industry related clientele
-Prepared and implemented sales strategies that included a revenue growth component. Identified and actively participated in marketing strategies and priorities that support sales
-Managed reports including: sales forecast, annual budget reports, rent roll, variance reports and client satisfaction reports
-Managed all social media accounts and increased social media following by 500%
-Planned and oversaw client appreciation events
-Implemented and managed environmental sustainability program for staff and clients
-Assisted Operations with Capital Projects 
-Acted as a liaison between tenants and operations and facilities to ensure all maintenance, IT and TI requests were completed.

Sales, Marketing Manager

ROBERT DALRYMPLE PRODUCTIONS, INC.

-Coordinated and managed production shoots in office and on location.
-Prepared budgets using Movie Magic Budgeting.
-Recruited, booked and supervised crew, created schedules, tracked cost and spending
-Coordinated location shoots, ordered equipment managed contracts and obtained film permits
-Hotel & travel booking for crew, talent and producers.
-Issued certificates of insurance, set up new accounts with vendors.
-Coordinated social media campaigns and schedules with networks and agencies
-Assisted editors with footage, creating post schedules & deadlines
-Coordinated deliverable's to networks and worked closely with post production houses and editors.
-Paid vendors & crew using Quick Books. 
-Set up payroll and managed payroll for crew. 
-Research and development for new show ideas and stories
-Heavy phones and calendaring; scheduling and coordinating conference calls and meetings
generating emails, redlining and proofreading agreements and other legal documents.

Production Manager

VIMBY - A Brand Content Agency & Entertainment Studio

VIMBY is creative content studio that specializes in rich storytelling on behalf of brands

-Responsible for supporting the producers with web and TV productions, liaison between departments.
-Oversaw and managed scheduling of staff, hiring crew and created  all call-sheets and daily schedules.
-Oversaw recruiting and hiring of new filmmakers around the country.
-Recruited and hired 50+ filmmakers, increasing the filmmaker database.
-Responsible for coordinating production components sound, equipment and lighting needs.
-Discovered and produced over 30+ web video stories
-In-house graphics: created advertising mock-ups and logos with Adobe Photoshop.
-Responsible for managing company social media accounts
-Managed and wrote for multiple lifestyle blogs, received over 10k unique visitors very day

Production Coordinator 

Experienced Customer Success Manager with a demonstrated history of working in the HR, Higher Education & Real Estate industry. Also skilled in Process Management, Project Management, Account Management, Onboarding, and Marketing. Strong support professional with a Bachelor's degree focused in Cinema Arts from California State University-Northridge.

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