Accelevents

Vice President of Customer Experience

Accelevents saw exponential growth in 2020 and with that the Director's role will focus on creating and managing the CX team's growth, implementing new processes and procedures, building our framework, and leveraging a new feedback system. Every goal, intention, communication, and especially customer interaction in 2021 will be set to unify and strengthen the Customer Experience team!

Director of Customer Experience

Customer Experience Team Lead

Community Brands

Lead Customer Success Manager | May 2019 - April 2020
Supervise team of six Customer Success Managers (CSMs), including continued training, product improvement, and client relations. Consult with Director of Client Services on current initiatives; participate in monthly management meetings to discuss company growth strategies.
• Streamlined new processes as Premium and Standard tier teams combined into one CSM team.
• Increased CSM client workload by 2% by analyzing a Time and Motion Study.
• Promoted five CSMs to Senior status; trained 15 CSMs.
• Revamped team structure and job duties to highlight key tasks and implementation methods.

Lead Customer Success Manager | Premium Tier | December 2017 - May 2019
Supervised a team of 11 CSMs to ensure the successful implementation of 600 premium events with a combined fundraising total of $400M+. Ensured team delivered top service and top dollar support. Managed and approve event travel and provided client support. Served as primary resource for client escalation issues and contract negotiations. Led structured weekly team meetings, one-on-ones, and bi-annual performance reviews. Interviewed, hired, and oversaw training of Premium CSMs.
• Resolved 100% of escalation calls from team of 11 CSMs while managing other obligations.
• Boosted retention rate from 83% to 89%.
• Designated go-to person regarding new platforms by picking up more clients and events for more hands-on learning.
• Trained 20 CSMs; promoted three CSMs to Senior status.

Lead Manager

Lead Customer Success Manager | Premium Tier | December 2017 - May 2019
Supervised a team of 11 CSMs to ensure the successful implementation of 600 premium events with a combined fundraising total of $400M+. Ensured team delivered top service and top dollar support. Managed and approve event travel and provided client support. Served as primary resource for client escalation issues and contract negotiations. Led structured weekly team meetings, one-on-ones, and bi-annual performance reviews. Interviewed, hired, and oversaw training of Premium CSMs.
• Resolved 100% of escalation calls from team of 11 CSMs while managing other obligations.
• Boosted retention rate from 83% to 89%.
• Designated go-to person regarding new platforms by picking up more clients and events for more hands-on learning.
• Trained 20 CSMs; promoted three CSMs to Senior status.

Lead Account Manager

Managed 100 accounts and events to ensure the success of client fundraising efforts. Developed and maintained client
relationships, understanding, and adapted to specific needs.
• Guided 100+ clients through full life cycle, including onboarding and attending fundraising events.
• Optimized implementation and event execution by creating internal and customer-facing documentation.
• Guided nonprofit organizations through an effective onboarding process of the 501 Auctions mobile bidding platform,
offering curated best practices and creative solutions.
• Trained 50 successful new hires.
Our goal is to help every client run their best fundraiser ever by giving them the tools, expertise, and personal attention to succeed.

Account Manager (Customer Success Manager) November 2015 - December 2017
Manage and implement 100 accounts and events to ensure the success of client fundraising efforts
Develop and maintain relationships with each client, understanding and adapting to their specific needs
Create internal and customer-facing documentation to optimize implementation and event execution
Guide nonprofit organizations through an effective onboarding process of the 501 Auctions mobile bidding platform, offering curated best practices and creative solutions

Account Manager

WeddingWire

WeddingWire is the nation's leading technology company serving the $100+ billion wedding, corporate, and social events industry. Launched in 2007, WeddingWire is the largest and most trusted online marketplace connecting merchants with engaged couples and party planners. Moreover, WeddingWire's SaaS business platform powers the front and back-office for tens of thousands of event merchants, from venues and photographers to caterers and entertainers.

I help Wedding Professionals connect to engaged couples so they can expand their business, market their brand, and manage their business development. WeddingWire simplifies Wedding Pros daily business needs by unifying lead generation, marketing, and business management tasks. From prospect to payment, our EventOS is the event industry's first SaaS operating system that streamlines sales, marketing, reputation management, client relationship, and billing needs for event merchants. Additionally, WeddingWire helps event merchants generate leads by providing online exposure in the largest vertical network in the industry, including WeddingWire.com, Project Wedding, Brides.com, and Weddingbee.

Account Associate

CoStar Group

My job is to enable commercial brokers and owners to expose their properties to the 3 million unique monthly tenants and investors that visit CoStar and LoopNet.com.

LoopNet.com is the search engine for business professionals and investors looking for their next commercial property to lease or buy. Search from over one million properties across all asset classes, including: office space for lease, office space for sale, industrial property for lease, warehouses for sale, retail properties for lease, retail property for sale, multifamily apartments and land investments. The product also allows you to track the activity your listing is receiving and identifies active leads for you to pursue.

Marketing Solutions Associate

Course Hero, Inc.

Introduce and market Course Hero to the Virginia Tech community; Recruit students to upload their class documents; Help guide them start to finish through the process; Be an advisor for comments or questions.

Student Leader

Blacksburg Country Club

• Booked, designed, and prepared for both internal and external special events
• Gained knowledge in member services, hospitality management, club policies and club marketing
• Oversaw all events and managed catering staff

Intern

Octavian Development

Provided office support for 24 different companies including the following:
o Organized office including filing and tracking of companies' records
o Provided bookkeeping duties for account receivables and payables
o Working knowledge of payables and receivables in Quickbooks™ and on-line banking

Office Administrative Assistant

Cabarrus County Convention and Visitors Bureau

• Rotated through Sales and Services, Marketing and Communication, Sports and Recreation, and Partnership and Visitor Services
• Exposed to the marketing and branding of the CVB and major attractions, the importance of selling the entire county’s tourism and attractions, the collaboration between the CVB and its partners, and direct interaction with visitors at the CVB and major events.

My key mottos at work are:
1. Be a resource for my team, and empower them to meet their fullest potential
2. Be adaptable in employing a variety of leadership strategies
3. Lead by example
4. Ensure that myself and my team delivers an outstanding client experience
5. Contribute to process and policy improvements to further our pursuit of excellence

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