Provide educational training and support to empower people to know how to turn to natural remedies for more of their health concerns.

Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. Collaborated with sales and product teams regarding challenges, incentives and changes in market. Maintained positive customer relations by addressing challenges head-on and implementing successful corrective actions. Conducted onboarding presentation for users to support understanding and product feature utilization. Created comprehensive customer success documentation for internal and external use, such as Quarterly Business Reviews (QBRs). Ability to work independent and in team capacities, taking initiative to ensure timely with reports and deadlines. Lead Customer Success Manager (CSM)​ Feb 2023 - Mar 2023• Maintained accounts of 500-600 customers and met KPIs from CSM Role.• Partnered with Manager of Customer Success to conduct team meetings and mentor team members to promote productivity, accuracy, and commitment to friendly service, to meet company KPI's. Customer Success Manager​ Oct 2021 - Feb 2023• Maintained Gross Revenue Retention (GRR) at 97% monthly for Book of Business with 600+ customers, with total impact to revenue in 2022, $1.7Million and in Q1 2023, $94,000.• Created average of 20 expansion opportunities monthly for sales team resulting in $30,000 in pipeline and $9,000 in closed sales in 2022 and $1,500 in closed sales in first 2 months of Q1 2023.• Averaged 20% save rate with clients seeking to cancel service with total impact to monthly revenue in 2022 was $36,000, and in 2023 $6,000.• Updated CSM New Hire training playbook which was approved and adopted by People Ops to implement with all new CSM hires.• Built Quarterly Business Review (QBR) playbook with deck template, relevant data cards to input customer usage for all future QBRs, cutting down on CSM time to prepare for QBRs.

Conducted success coaching for academic skill development for students. Advised to Counseling, Education, Healthcare, Nursing, Business, Security, Social Sciences and Technology programs. Received multiple promotions and priority project based on ability to interview, build rapport and maintain professional relationships. Provided listening skills to build strong relationships, identify potential education barriers, and work with faculty to proactively identify struggling students. Maintained electronic records for each student, always ensuring student confidentiality. Executive Academic Counselor - Campus Coverage• Performed Account Management duties with 300-400 students leading to $350,000 monthly revenue ($4+Million annually and $56Million over tenure as Academic Counselor).• Increased adoption of other tools and resources provided by University for Student's Academic Success (library, tutoring, and career support) to ensure student's passed classes and progressed in program, driving increased graduation rates.• Team Lead: Mentored new Academic Counselors to build confidence and success in their first 90 days. Investigated complaints and worked with students to find positive resolutions keeping them in class and progressing in degree. As trusted and respected peer, led team meetings and supported company initiatives, helped peers adapt to change through change management skills.Senior Academic Counselor – ADG​• Coached students in 15 online Associate programs transition to over 30 online Bachelor programs.• With 99% accuracy, ensured degree requirements were satisfied to progress to next degree.Senior Academic Counselor – EdSol Initiative​ • Selected from a pool of 600 candidates for initiative- partnered with students to alleviate financial responsibility incurred from previous enrollment.• Monitored student compliance to guidelines set forth in Memorandum of Understanding and achieved 92% success rate during set time from of 90 days.