Strategic Account Management & Relationship Building. Own and strengthen relationships with customer stakeholders, fostering long-term partnerships and ensuring high satisfaction and adoption rates.Thought Leadership & Product Adoption: Act as an informed advisor, guiding schools and districts in implementation rollout and facilitating smooth product adoption.Data-Driven Customer Engagement: Leverage data to pinpoint implementation strengths and identify areas for improvement. Analyzed progress and shared actionable insights through regular check-ins, resulting in measurable progress towards customer-defined goals.Onboarding & Training: Led comprehensive onboarding sessions for new customers and provided hands-on support to ensure positive initial experiences.Collaboration with Internal Teams: Worked closely with cross-functional teams, including sales, product development, and customer support, to promote adoption and provide integrated support solutions.Executive-Level Communication: Presented insights and progress updates to district administrators, establishing rapport and providing a strategic overview of Imagine Learning’s impact on student outcomes.Continuous Improvement & Process Input: Regularly contributed to the evolution of Customer Success team processes and best practices, enhancing team efficiencies and overall customer experience.

Team Development: Collaborated with the founder to develop foundational structures for the customer success and support functions, tailored to meet the specific needs of a growing tech startup.Strategy & Process Implementation: Designed and implemented customer success workflows, support ticketing processes, and customer engagement strategies to ensure a seamless customer experience and improve retention rates.Training & Onboarding: Trained new team members on customer success best practices, product knowledge, and support procedures, equipping them to deliver high-quality customer service.Customer Insights & Feedback: Established feedback channels to capture customer insights and identify common support needs, helping to guide product improvements and future releases.Cross-Functional Collaboration: Partnered with product and development teams to relay customer feedback and troubleshoot issues, facilitating a cycle of continuous improvement.

Data Annotation & Linguistic Analysis: Annotated language data with high accuracy, adhering to complex annotation conventions and guidelines to support the development of NLP and AI models.Quality Assurance & Consistency: Implemented annotation standards with precision across diverse linguistic datasets, achieving a consistency rate of 98.7% across all annotated data, contributing to enhanced model performance.Effective Collaboration & Communication: Engaged with a team of annotators to discuss effective annotation strategies, share insights, and resolve issues, fostering a collaborative approach to improve overall data quality.Process Improvement & Feedback: Actively identified and raised issues in annotation tools and workflows, suggesting improvements that streamlined annotation processes.Research & Content Credibility Assessment: Conducted research and analysis on various social media content, evaluating claims, verifying sources, and assessing credibility to maintain data quality and mitigate misinformation.Adaptability to Project Changes: Demonstrated flexibility in adapting to evolving project guidelines and client requirements, maintaining productivity and accuracy amid changing objectives.

Comprehensive Customer Support: Delivered high-quality customer service through various channels, including phone, email, text, and instant messaging, resolving 600+ of customer inquiries weekly with a focus on responsiveness and satisfaction.Efficient Issue Resolution: Diagnosed and troubleshoot real-time issues, managing support requests from initial contact through resolution, which contributed to a CSAT of 93%.Proactive Monitoring & Follow-Up: Monitored ongoing customer issues to ensure timely follow-up and resolution, creating a supportive experience that led to positive customer feedback and strengthened relationships.Cross-Functional Communication: Acted as a liaison between customers and internal teams, relaying customer requests and pain points to Engineering and Product teams to improve service and user experience.Relationship Building: Built strong rapport with customers, effectively managing expectations and providing clear communication, which contributed to retention rates and enhanced customer loyalty.

Customer Success Department Leadership: Co-founded Flyer, Inc. and established all customer-facing departments, including Customer Success, Support, and Sales Operations. Developed and implemented strategies to build a customer-centric culture, resulting in a 8% increase in customer retention and satisfaction.SaaS Platform Onboarding & Support: Led SaaS platform onboarding and customer training, creating a seamless onboarding experience that reduced time-to-value and increased user engagement by 15%.Relationship Building & Client Engagement: Built lasting relationships with clients through proactive communication and consistent follow-ups, achieving high client retention and satisfaction rates.Sales & Account Management: Conducted sales presentations, drafted proposals, and captured customer feedback for continuous improvement. Collaborated closely with Sales to drive revenue growth, contributing to sales increase year-over-year.Cross-Functional Collaboration: Worked with Product and Engineering teams to ensure customer needs and feedback shaped product development, enhancing the platform's usability and feature set to meet customer demands.Content & Marketing Strategy: Planned, researched, wrote, and edited marketing and sales materials from concept to delivery, supporting brand development and customer acquisition efforts. Launched campaigns that boosted customer engagement by 18% and contributed to a 21% increase in inbound leads.Process Improvement & Documentation: Developed electronic documentation for contract execution, proposals, and other customer-facing materials, streamlining workflows and improving operational efficiency.

Arrest Warrant Execution Support: Assisted the Department of Justice in executing arrest warrants by coordinating logistics and providing investigative support to case agents, ensuring accuracy and timeliness in high-stakes processes.Confidential Case Management: Handled and safeguarded sensitive information on ongoing investigations and arrest warrants, ensuring complete confidentiality in compliance with federal regulations and security protocols.Case Agent Liaison: Acted as a key point of contact for case agents, providing routine updates, feedback, and insights to facilitate case progress and ensure streamlined communication within investigative teams.Documentation & Record-Keeping: Produced and maintained comprehensive records of arrest warrants, inmate data, and case files, creating an organized database that supported real-time access and historical accuracy for federal and state prison records.General Casework Assistance: Supported general casework operations, contributing to efficient case flow and operational support in both investigative and administrative tasks.

Law Enforcement Monitoring & Analysis: Conducted telephone call monitoring for law enforcement agencies, meticulously maintaining logs of intercepted conversations and providing real-time updates to case agents to aid investigations.Synopsis & Reporting: Abstracted and summarized critical conversations related to active cases, writing concise and accurate synopses for each pertinent call to support case documentation and decision-making.Spanish-English Translation & Transcription: Provided precise idiomatic translations from Spanish to English, ensuring that the full meaning, context, and speaker viewpoints were conveyed accurately and maintaining grammatical integrity.Quality Assurance & Compliance: Verified the accuracy and quality of translations and summaries, adhering to DOJ standards and linguistic best practices to support high-stakes legal and investigative outcomes.Cross-Cultural Communication Expertise: Translated nuanced language and regional idioms with sensitivity to cultural and contextual variations, enhancing the reliability and clarity of information for law enforcement use.

Telecommunications Monitoring for Law Enforcement: Conducted real-time telephone call monitoring to support federal law enforcement objectives, providing crucial language analysis that informed ongoing investigations.Detailed Log Maintenance & Case Support: Maintained accurate logs of intercepted conversations, systematically recording key information and providing timely, actionable updates to case agents.Insightful Content Summarization: Abstracted and drafted concise synopses of pertinent conversations, highlighting investigative insights for case agents to drive case developments and decision-making processes.Spanish-English Translation & Transcription: Transcribed and translated Spanish-language conversations to English, performing idiomatic and culturally nuanced translations that preserved the full meaning and context of the original content.Quality Control in Translation & Reporting: Ensured all translations and synopses met high standards of accuracy, linguistic quality, and grammatical compliance, supporting the integrity and clarity of case documentation.DOJ-Cleared Operations: Operated under DOJ clearance, adhering to strict confidentiality protocols and security standards in all translation and reporting tasks to uphold federal compliance requirements.