• Continue to perform my Customer Success Manager responsibilities and manage a book of around 50 clients• Provide mentorship, coaching, and guidance to a team of two Customer Success Managers• Set clear performance expectations, conduct regular performance evaluations, and facilitate ongoing training and development opportunities• Develop coaching plans that highlight the areas of concern, what a successful strategy looks like, and a plan of action for report(s) who struggle to hit the quarterly and annual customer call goals• Exceeded 2022 annual goals in expansion, customer health, and quarterly call goals• Created a quarterly Strategic Customer Presentation exercise to help enable MM CSMs to think more strategically and account plan for certain customers who are either at risk or have growth potential

• Manage and maintain a book of business of around 50 MM/ENT clients, specifically in the restaurant, hospitality, and services industries• Cultivate and maintain strong, long-term relationships with key clients to ensure their success and satisfaction• Act as the primary point of contact for escalated customer inquiries or issues, demonstrating excelling problem-solving skills• Develop and execute strategic account plans, identifying growth opportunities and proactively addressing potential challenges• Collaborate with Sales, Product, Engineering, and Marketing teams to align strategies and ensure a unified approach to customer success• Foster customer advocacy by identifying and promoting success stories, testimonials, and referrals• Act as the voice of the customer, providing valuable feedback to internal teams for product enhancements and improvements• Lead efforts to ensure high customer retention rates through successful renewal processes• Identify opportunities during ongoing calls and business reviews for upsell or cross-sell based on customer needs and product offerings• Communicate effectively with internal stakeholders, providing updates on customer health, feedback, and opportunities for growth• Enable clients to use the platform by acting as a subject matter expert in online reputation management and local SEO• Create a client training program called “ReviewTrackers Academy” to help educate new customers on the importance of review management and our platform• Help to create new hire onboarding exercises• Collaborate with the Customer Marketing Manager to identify and create new opportunities for campaigns to send to our customers

• Build and manage institutional relationships with tier one and two clients • Collaborate with data and product teams to implement and prioritize deliveries to align with clients’ objectives • Communicate with sales teams to identify clients’ research and analysis product needs• Scope potential new opportunities with clients through proactive outreach and engagement

• Serve as the main point of contact for over 100 Licensed Data and Software Clients, combined• Help manage one of Morningstar’s top clients with private fund activations and ongoing data deliveries • Act as a subject matter expert during both prospect and production activities in coordination with sales and product teams• Ensure the entire account team (sales, project managers, and product managers) is aware of sensitive client information that impacts the overall relationship• Coordinate and work closely with the data and operation teams to ensure client issues are resolved in a timely and efficient manner

• Find solutions for financial advisors to help maintain and grow their client’s portfolios• Ranked in the top ten for customer satisfaction across the company• Generate account revenue by providing diligent service and calculated insight• Collaborate with overall Investment Management Group to include: sales, operations, marketing, account management, trading, and compliance teams to ensure delivery of the best customer experience• Proactively identify and mediate client pain points to avoid service failures• Manage multiple client cases and account tasks simultaneously within Salesforce• Train new hires through phone listening, call coaching, and case review to improve and develop their skills and capabilities• Participate in an internal focus group to increase client satisfaction through process improvements

• Analyzed data to determine if certain marketing initiatives are profitable• Developed presentations to illustrate data analytics to assist in decision making• Researched various competitors’ business models to determine how Morningstar can gain acompetitive advantage• Collaborated with a team to create a website that targets younger investors and promotes sustainableinvesting• Developed reports for the Account Management team that helped determine opportunity for new business• Organized and established a more efficient method in tracking new business

Interdisciplinary Product Development Class at UIC• Worked on a team of industrial designers, computer engineers, and marketing students to develop an innovative product• Developed a product that was based on a given problem statement from start to finish and ended with a working prototype• Created an extensive marketing plan through brainstorming and market research• Conducted interviews of coaches, players and sporting good professionals and existing research• Developed surveys for market analysis that were centered around the problem statement• Presented in front of top Wilson employees across various departments• Collaborated with Wilson employees throughout the product development process

-Translated and edited scripts from French to English-Provided daily updates for the company's social media accounts-Co authored and edited the publishing of a Kickstarter campaign-Explored and assembled marketing materials to post on social media accounts

-Provided daily updates for the the company's social media accounts-Co authored and edited the publishing of a Kickstarter campaign-Explored and assembled marketing materials to post on social media accounts-Actively promoted the brand by providing relevant content and statistics to followers-Authored and edited press releases-Prepared powerpoint presentations when needed

-Promoted to a managerial role at the age of seventeen-Managed the screening process of hiring of new staff members and enforced the dismissal of employees-Trained and guided new staff members to use software required for the position-Delegated job responsibilities to a team of five employees and supervised their work performance -Mentored and counseled staff members as needed and settled conflicts-Audited inventory on a bi-weekly basis and ordered supplies when needed-Composed and reviewed staff member work schedules