• Led the Customer Success, Customer Support, and Sales departments, managing a cross-functional team to deliver exceptional customer experiences in both Business-to-Business (B2B) and Direct-to-Consumer (D2C) environments.• Increased Net Promoter Score (NPS) by 173% and boosted Customer Satisfaction (CSAT) by 18% through the implementation of customer engagement strategies and service enhancements.• Managed the entire customer lifecycle, including onboarding, training, and ongoing support, resulting in an 82% improvement in customer health scores.• Collaborated with Voice of the Customer (VoC) and Product teams to ensure seamless customer handoffs, identify expansion opportunities, and influence product roadmap based on customer feedback.• Secured high-revenue contracts and managed strategic partnerships with clients contributing to millions of dollars in revenue and substantial recurring revenue.• Mentored and developed team members through training programs, improving team performance, satisfaction, and retention.• Contributed to overall company strategy and made strategic decisions across the entire customer journey.• Drove increased customer retention and satisfaction by strategically managing every touchpoint across the customer journey, including onboarding, continuous engagement, renewals, and troubleshooting.• Optimized service workflows by using data-driven approaches to refine customer metrics, enhancing team capabilities, and reducing resolution times for complex issues.• Expanded multi-channel support capabilities by directing training programs and creating support structures tailored to both B2B and B2C needs, improving overall customer experience. Reduced average resolution time for support by 84% and decreased first reply time by 93%.

Led Customer Success and Customer Support teams while also managing a portfolio of client accounts, ensuring optimal satisfaction and retention through strategic oversight, smooth implementation, and personalized support.

Formation Tech provides consulting and IT support services to a wide range of clients. We are committed to the continued success of students, educators, and small-businesses. Our passion lies at the intersection of technology and people.• Developed and nurtured lasting relationships with clients, acting as their primary point of contact ensuring their needs were met, resulting in a 95% renewal rate and increased new contracts.• Consistently monitored customer satisfaction and key performance indicators.• Systematically documented, analyzed, and tracked all customer issues, using insights to drive continuous improvement in customer support processes.• Resolved complex technical problems for customers, ensuring a seamless experience.• Provided personalized and group training sessions for clients, both virtually and in-person, to enhance product knowledge and usage.• Kept comprehensive and organized records of customer interactions using ticketing systems and internal documentation.• Collaborated with clients to diagnose and resolve software, hardware, and network-related challenges.

Full-time high school and middle school teacher, ASB director.• Cultivated and strengthened rapport with high school and middle school students, parents, and colleagues, fostering a collaborative atmosphere.• Developed, authored, and refined curriculum for several subject areas.• Organized and facilitated professional development sessions for teachers, improving teaching efficacy and collaborative practices.• Collaborated with fellow educators to design and execute multifaceted, interdisciplinary projects.• Successfully coordinated and executed large-scale assemblies and events, showcasing organizational and time management skills.• Fostered an encouraging and nurturing environment to facilitate student growth and engagement.

• Demonstrated leadership by guiding and mentoring Starbucks partners, ensuring a well-coordinated and supportive work environment.• Delivered exceptional customer service by proactively identifying and addressing customer needs, fostering a positive experience for all patrons.• Maintained a positive and engaging work atmosphere, even during high-pressure situations, by promoting teamwork and effective communication.• Collaborated closely with the store manager to execute seamless store operations and enhance the overall customer experience.

• Excelled as a team player by collaborating with colleagues to provide efficient and top-notch service to customers.• Consistently delivered outstanding customer service by understanding and catering to individual preferences and requirements.• Adapted effectively to a fast-paced and dynamic work environment, maintaining composure and a positive attitude during peak hours.• Supported store operations by adhering to procedures and guidelines, contributing to a smooth and enjoyable customer experience.