· Designed and implemented a project management framework for 38+ enterprise-driven SaaS initiatives across all three programs of Customer Experience (Voice of the Customer, CX Culture and Readiness, Transformative Change)· Developed a prioritization model informed by customer insights to maximize business impact, drive ROI, and align project goals with audience needs· Streamlined tactical workflows by automating reporting dashboards, enabling seamless communication across… Show more · Designed and implemented a project management framework for 38+ enterprise-driven SaaS initiatives across all three programs of Customer Experience (Voice of the Customer, CX Culture and Readiness, Transformative Change)· Developed a prioritization model informed by customer insights to maximize business impact, drive ROI, and align project goals with audience needs· Streamlined tactical workflows by automating reporting dashboards, enabling seamless communication across project stakeholders· Developed detailed project plans, aligning technical milestones with business objectives to ensure seamless delivery of cross-functional projects· Facilitated quarterly enablement reviews with leadership to evaluate program impact, streamline resource allocation, and prioritize strategic initiatives· Deployed a project management system in Airtable and ServiceNow, optimizing cross-functional collaboration across IT, CX, UX, and Product Teams· Evaluated and enhanced the Esri CX Program Maturity by coordinating with distributors, identifying 5 key growth areas and initiatives to elevate.program effectiveness and impact· Lead the hiring and mentoring process of summer CX interns· Associate ongoing initiative to internal enterprise business capabilities· Facilitate an annual boot camp for Distributors that provides Customer Experience best practice knowledge and methodology (Voice of the Customer, Transformative Change, CX Culture and Readiness) · Maintain effective Customer Experience program roadmap and Operational Readiness· Incorporate Customer Feedback from all listening channels (VoC, CX Steering Committee, Global CX Advisory Board and other Customer Feedback Loop Channels) to reinforce pain points along key Customer Journeys· Establish and lead onboarding of new processes/workflows to enhance cross-collaboration and improve productivity across the entire team of teams Show less

· Lead the planning and implementation of CX projects under the Voice of the Customer program to successful completion· Set project schedules to achieve milestones, adhere to deadlines and ensure output delivery· Work with leads and program managers to understand CX processes, workflows, and outputs· Act as a trusted point of escalation for the CX team, by removing roadblocks and resolving issues· Foster a creative, innovative, and collaborative team… Show more · Lead the planning and implementation of CX projects under the Voice of the Customer program to successful completion· Set project schedules to achieve milestones, adhere to deadlines and ensure output delivery· Work with leads and program managers to understand CX processes, workflows, and outputs· Act as a trusted point of escalation for the CX team, by removing roadblocks and resolving issues· Foster a creative, innovative, and collaborative team environment· Align projects to business objectives leveraging Forrester’s CX Prioritization Model· Prioritize strategic experience improvements from customer feedback analysis· Track and influence progress by decision-makers to address customer feedback themes· Facilitate communications with key stakeholders and other cross-functional team members· Document CX procedures and guidelines to enable Global Adoption· Maintain a high-level understanding of Esri corporate strategies and product trends, as well as, CX industry best practices Show less

· Highly driven active contributor of an agile team dedicated to executing product marketing campaigns and driving awareness of Esri’s products to users across the globe· Spearheaded global SaaS product marketing initiatives, boosting adoption through data-driven campaigns and collaborative customer enablement strategies· Developed customer-centric enablement materials, including personas, value propositions, and messaging guides, boosting sales and customer engagement·… Show more · Highly driven active contributor of an agile team dedicated to executing product marketing campaigns and driving awareness of Esri’s products to users across the globe· Spearheaded global SaaS product marketing initiatives, boosting adoption through data-driven campaigns and collaborative customer enablement strategies· Developed customer-centric enablement materials, including personas, value propositions, and messaging guides, boosting sales and customer engagement· Streamlined project management for a suite of SaaS products by leveraging Asana to track milestones, assign tasks, and monitor progress, fostering improved team productivity and seamless project execution· Analyzed customer lifecycle metrics and feedback to implement changes that improved satisfaction· Orchestrated collaboration between product, sales, and executive teams to align technical capabilities with customer needs· Advocated for client needs through strategic feedback loops with sales and product teams, influencing roadmap enhancements and improving satisfaction · Partnered with creative, user experience, and product teams to optimize trial experiences, resulting in improved customer interactions and product adoption.· Organized and hosted strategic webinars targeting specific customer personas and industries, showcasing new product features to drive engagement and generate over 500 qualified leads annually.· Utilized Adobe Analytics to track and analyze campaign performance, providing data-driven insights to optimize marketing strategies and enhance customer engagement. Show less

Active contributor of a highly collaborative cross functional team dedicated to designing and delivering an optimal customer experience at every touch point of the Esri customer life-cycle. • Developed critical research on trial experiences with various products that resulted in deliverable solutions to Product Management to meet marketing campaign demands. • Designed journey maps to track and deliver insight on process improvements, as well as suggestions for… Show more Active contributor of a highly collaborative cross functional team dedicated to designing and delivering an optimal customer experience at every touch point of the Esri customer life-cycle. • Developed critical research on trial experiences with various products that resulted in deliverable solutions to Product Management to meet marketing campaign demands. • Designed journey maps to track and deliver insight on process improvements, as well as suggestions for enhanced usability. • Closely observed departmental experts to gain a profound understanding of business operations, workflows, back-end, and front-end processes. (i.e: Customer Experience, UI/UX, Technical Support, Global Business Development, Digital Sales, and Professional Services)• Participated in Voice of the Customer Program (VoC) to address and assign vital feedback to key staff members and departments for customer experience improvements. • Interacted with customers at Esri User Conference, (largest gathering of GIS professionals in the world) and conducted important research to influence future survey methodologies and design. • Competed in the Esri Weekend of Innovation Hackathon. For this competition my team was nominated as a finalist. • Inspire our customers to bring positive change through their enduring and trusted partnership with Esri. Show less

• Experience with web design, yahoo, and google analytics. • Consulted with owners to ensure strategic marketing plans are met.• Generated engaging social media and marketing campaigns to fuel a greater social media presence. • Developed a more attractive and user-friendly website.

• President of the University of Redlands Chapter

• Vice President of the University of Redlands Chapter

• Vice President of Pledge Education at the University of Redlands, Xi-Pi Chapter

• Marketing Chairman at the University of Redlands, Xi-Pi Chapter

• Outreach to business leaders, and organize events for professional education• Vice President of Professional Activities at the University of Redlands, Xi-Pi Chapter

• Assist in areas of computer operations, hardware, software, and data management

• Worked directly with the product marketing team to generate a customer journey analysis using a variety of SaaS products.• Conducted research using Collector for ArcGIS, along with a competitor analysis. • Provided recommendations to enhance the trial experience for Esri’s products and applications.

• Managed CRM software, provided customer service to clients, and converted leads into sales• Utilized WordPress to add blog posts to the main page, and update Help/FAQ page