Esther S. Email & Phone Number

Kirkland, Wa, Us

• Manages all client-focused operations, including the development and implementation of effective customer success and market penetration tactics.• Works in partnership with CEO and COO to define vital metrics for tracking customer satisfaction.• Assists in the creation and refinement of tools and procedures that integrate customer feedback into business decision-making processes.

San Francisco Bay Area

www.womenofcustomersuccess.com

https://customersuccesscollective.com/

• Created digital self-serve one-to-many program for +50 commercial clients.• Combined customer outreach campaign, account health monitoring, and product adoption process that increased renewal rate by 80%.• Optimized customer engagement and product usage through account reviews, solution walkthroughs, education seminars, and strategic planning via 100+ touchpoint interaction techniques.• Developed a customer success roadmap which resulted in 4x increase in user logins, 10% increase in product adoption rate, and 25% reduction in customer issues.• Resolved challenging customer service issues within 24 hours response time and resulting in 95% customer retention rate.

Bellevue, Washington, United States

• Optimize 100+ clients’ product usage utilizing interaction technics such as account reviews, solution walkthroughs, education seminars, and strategic planning every quarter• Achieved over 95% retention rate through active risk management during COVID19 pandemic• Identified $1M+ opportunities for adding greater value to existing clients and up-sell on services when needed• Oversaw 3+ monthly implementation projects in collaboration with sales and technical support team

Seattle, Washington, United States

• Developed an automated system to optimize and improve workflow and analysis, increasing e ficiency by 25% and reducing errors by 30%. • Implemented project changes, tracking and controlling negative cost budget pressures and ensuring on-time delivery with accuracy of 99%.• Defined and validated project requirements, establishing end-to-end control of all aspects of the program, from inception through delivery.• Led and coordinated 30+ daily internal and external client-facing Forensics & Collections of eDiscovery projects.

Greater New York City Area

Business and Data Analysis: · Comprehensively used Software Development Life Cycle, including analysis, testing, and implementation of software solutions · Organized Joint Application Development sessions with end-users, stakeholders and the IT group · Implemented data visualization techniques to derive key insights on future opportunities · Created system integration mapping of 3 departmental systems · Revamped downstream services for data transfer to internal and external clients utilizing XML · Performed current and future state Business Process Modeling (BPM) using MS visio · Acted as a liaison between conference operations, intellectual property rights department, volunteer board, and IT · Mined customer survey data to derive insight for product and process improvementTesting and Release: · Documented test plans and reviewed test cases for 6 releases · Facilitated and performed functional testing, integration testing, disaster recovery testing, regression testing, and acceptance testing · Led integration and User Acceptance Testing (UAT) for IEEE Conference Exchange with 3-5 testers

• Prepared daily correspondence, mailings, training materials, and meeting/ program coordination for a 5-member staff • Created and manage data entry Access database for 4+ monthly regional trainings • Analyzed process evaluation data from feedback surveys and pre-and-post diagnostics • Performed technical troubleshooting assistance

East Harlem, Ny

• Daily coordination of 20+ client care through registration of client arrival, discharge and intake activities• Supervised and delegated workload to interns in the organization’s summer internship program• Provided organizational feedback and ideas as member of Prevention Staff Advisory Board

Greater New York City Area

• Audited and prepared reports on operational and administrative systems• Created and implemented administrative systems• Developed and implemented occupancy and space systems in order to optimize the use of organizational space

Greater New York City Area

• Direct management of the esteemed Gillibrand Women’s Mentoring Initiative• Researched potential corporate and foundation funders, event sponsors, and individual donors.• Created presentation materials to assist with special event planning as well as attend senior level meetings

Plan 3 educational and social events per month for +30 people that bring awareness to Pan-African, African and Caribbean as well as LGBTQ culture.

Moderate a dialogue group of 8 on the topic of Sexual Orientation and Race/EthnicityDesign a weekly agenda for a 2 ½ time periodPromote social change and activism

Assisted doctors for 3 weeks during their rounds in Labor Ward at Edendale Hospital, a public tertiary hospital in Pietermaritzburg, KwaZulu Natal, South Africa.

Bachelor Of Arts, Anthropology ; Minor: Chemistry; Pre-Health

Relevant Coursework: Language in Culture and Societies, Medical Anthropology, Medical Ethics, Cultural Semantics, Organic Chemistry I &.

Community Health And Social Policies

Studied public health and policies in the context of South Africa.

High School Diploma