Listen to the needs and desires of customers and lead a team of Customer Service Representatives. With an eye for satisfaction, ensured that each customer has been given all possible attention needed for positive results through effective methods such as developing new techniques or improving processes. Drove product improvements, customer retention strategies and assisted in implementation and creation of SOPs. Improved KPI metrics for customer resolution from 14 business to below 1 hour and raised call answer rate from 22% to 95%.

Coordinate CSM’s, implement customer engagement business strategies and plans, manage churn, capture VOC, and propose potential actions required for the leadership team around product enhancements or revenue expansion. Serve as a direct liaison between the VP of Customer Success and CS Team Leads.

I became the first Project Manager at MedTrainer after being promoted moving from the Support Department to the Product Department. Oversaw and directly distributed work to 50+ developers and managed all interdepartmental interactions between Account Managers, Support, Sales, Development, Product Team, and customers. Reviewed all incoming bugs and distributed them to the appropriate development cells. I was also a key player in establishing an expanded Product Team in order to align all current and future projects within the company's vision. I redefined customer expectations and managed all aspects of all projects with the assistance of the CTO for a duration of 3 months while leading the business analyst team and interviewing candidates for Project Manager positions and Director of Product. Redesigned SOPs for internal and external bug reporting as well as maintained JIRA project organization and creation for improved reporting and metrics. Managed all administrative responsibilities over the Business Analyst Team, the Design Team, and the Project Manager Team.

Responsible for customer satisfaction and Learning Management System troubleshooting for the customer. Led an interdepartmental team to review and address if necessary a backlog of 4 years of bug tickets from internal and external sources. Created additional revenue opportunities by selling additional LMS functionality to existing customer portfolio of 248 companies.

I was promoted to FOM at DoubleTree by Hilton Wilmington after my Assistant Front Office Manager position at Embassy Suites and Homewood Suites. I was responsible for all guest services, interdepartmental communication between Housekeeping and Engineering as well as Sales to insure that staffing was adequate in accordance with occupancy predictions. I redesign of Standard Operating Procedures from scratch as the hotel was acquired from a different operating company. Was able to raise and maintain guest score satisfaction through SALT reviews by retraining and hiring the adequate staff needed.

I was responsible for all customer service experience interactions at a two hotel complex, Embassy Suites, and Homewood Suites. I oversaw 16 employees that worked at both locations and was responsible for creating Standard Operating Procedures for both hotels. I was also responsible for all Accounts Receivable responsibilities and all cash handling throughout the properties. Throughout my time as AFOM, I was also responsible for all training of new Guest Service Agents and schedule creation based on projected occupancy.

Responsible for all guest service interaction from check-in to check-out. Including troubleshooting any issues that arose during a guests' stay. During this time I alternated from night shift and day shift when my University schedule would allow.