Erica Granda Email & Phone Number

• Onboarded, implemented, and trained yearly 60+ SMB, mid-market, and enterprise education schools and districts in 20 US states along with 1,000+ independent contractors in our online community to offer remote and in-person services to 4,216 stakeholders for 10,000+ sessions spanning 1 to 12 months. • Grew contract portfolio to a total annual revenue of $12,600,000 (+334% year-to-year) for contracts ranging from $25,000 to $2,000,000.• Developed strategic customer relationships for adoption, retention, referrals, cross-selling and expansion opportunities with an average customer retention of 90% versus team average of 65%.• Collaborated across multiple departments and became a trusted advisor and product expert to C-Suite, Operations, Product, Marketing, and Sales throughout the onboarding, nurturing and renewal Customer Success journey.• Delivered customer projects on time, on cost, and on quality against relevant metrics, and highly excelled at customer relationships via a multi-tiered support system, which led to 94% highly effective rates.• Created new practices to ensure ongoing innovation by ingeniously streamlining systems, processes, and operational product roadmaps for the company and 3 partner SaaS companies while they continue to grow and scale.• Analyzed complex data, built models, and aggregated insights to manage my book of business’ account health, to mitigate churn, and to capture continuous improvement opportunities by providing recommendations on actionable issues via playbooks, ongoing assessments, feedback of customer concerns and complaints, escalation forms, review, and performance evaluation.• Designed and implemented a new onboarding process and successfully trained 3 Customer Success Managers within 3 months (-30% the time to onboard).

• Leadership Support Team Member - created and maintained on a quarterly basis the Improvement Plan with educational leaders; designed employee surveys, presented results to management and developed engagement strategies to improve data results, work efficiency, and employee satisfaction rates• Lead Educator – Lead and mentored a multi-disciplinary team of four educators in best practices through clearly defined actions and steps for each participant on the team and alignment with standard operating procedures; increased data scores for students with disabilities that led to an 83% graduation rate• Science, Technology, Engineering, Art, Math & Green Club Coordinator – Supervised multiple projects lasting 9 weeks for groups of approx. 30 participants in critical thinking and creating complex problem-based solutions to environmental & modernized topics• Digital Innovation Leader- Designed and coached technological advancements within cross-functional relationships• Facilitated & presented various professional development workshops to administration and staff of 35 based on faculty need• Developed and maintained multiple eLearning technologies and learning management systems (LMS) for stakeholders and participants in person and virtually• Managed participants’ Individualized Education Plans for students with disabilities to ensure an equity lens and that all paperwork was upheld to state and federal laws and that all goals were met daily• Partnered with non-profit and organizations across Miami-Dade and Broward County and coordinated fundraisers on campus and community cleanups off campus throughout the school calendar year• Analyzed data in various platforms (iReady, Performance Matters, etc.) that resulted in a consistent 90% retention and graduation success rate and 66% participants received above average levels in formalized assessments• Developed inclusive behavioral management plans of various needs within cross-functional relationships

Remote

•Offered remote consulting services for private IT companies•Completed language service tasks through audio and video recording to improve consistency in smart home devices and language apps• Completed physical exercises to improve virtual reality (VR) systems

Remote

•Lead virtual classes of 5-20 learners in problem-based STEM game simulations.•Aided in the development of the company's program and provided IT support via weekly team meetings and professional developments.

Miami, Florida, United States

• Managed confidential information and services daily; maintained the highest standard of discretion when handling caseloads concerning all customers• Created, edited, and wrote detailed, problem-based success plans, curriculum, and assessments to ensure alignment with state standards and curriculum content to meet retention and graduation metrics for individual student needs while using the Orton Gillingham multisensory approach.

Miami, Florida, United States

• Supported participants in their needs to ensure onboarding success; maintained consistent communication with all customers• Managed confidential information and services daily; maintained the highest standard of discretion when handling caseloads concerning all customers

Kendall, Florida, United States

• Gradebook Manager – Managed company schedules for onboarding, plus organized and delegated score reports to company of 45 employees• Managed a group of 17-25 participants in core academics and and guided participants through online training courses through daily virtual meetings and creation of elearning pamphlets• Developed inclusive behavioral management plans of various needs within cross-functional relationships• Contributed to the development and maintenance of participant records through timely completion of data analysis, communication logs, and assigned documentation in accordance with applicable laws, licensing, accreditation regulation and standards• Coordinated multiple events annually in person and virtually for 500+ attendees, including cold calling organizations, scheduling, marketing, and fundraising $3,000+, plus vendor management and security• Coordinated and partnered with organizations and nonprofits in Miami-Dade and Broward County; closed opportunities for fundraisers on campus and for community cleanups off campus through the year

Kendall, Florida, United States

• Instructed people ages 5-18 years in engineering components using LEGO Mindstorms. I led participants through problem solving skills and presentations in order to improve their creations. On the final day customers came to observe and interact with the robotics creations to experience the participants' heightened understanding, knowledge, and communication skills for engineering and robotics components.• Created syllabi for each level of instruction to ensure goals and standards were clearly and proactively relayed prior to presentations commencing.

Hialeah Gardens, Florida, United States

• Managed company schedules for onboarding; organized and disseminated analytical reports to forty-five employees.• Contributed to the development and maintenance of participant records through completion of forms, data analysis, contact logs, customer evaluation data, and assigned documentation in accordance with applicable laws, licensing, accreditation regulation and standards for State and Federal compliance requirements.• Cultivated 6 to 10 months-long events annually in person and virtually for 500+ attendees, including cold calling organizations, scheduling leads, gathering resources, marketing, and fundraising $3,000+, plus vendor management and security; built and maintained strong working relationships to customer accounts and sponsors for future subscriptions.• Coordinated and partnered with 10+ foundations and nonprofits in Miami-Dade and Broward County yearly; Closed opportunities for fundraisers and coordinated months long community events to promote values and charity work.

Remote

• Provided specialized customer service through quick, real-time answering to questions presented in the ChaCha search engine.

Bachelor'S Degree, Elementary Education And Teaching

Associate Of Arts - Aa