Led team of 7 employees. Worked closely with team members to improve processes and procedures that impact the customer experience. * Increased productivity of existing employees by right-sizing department. * Established monthly webinar series attended by 15% of the client base each month. * Streamlined existing new customer implementation process to increase time to value. * Developed, tracked and reported on key Customer Success Metrics to understand the health of the department.

Led all demand generation efforts for existing customers. * Increased newsletter engagement by 20% year over year.* Established customer nurture email stream to existing customers to increase product adoption.* Set up, managed and promoted several webinars promoting customer engagement. * Established testing document to outline and track opportunities to increase customer engagement.

Instructional Technologies, Inc acquired by SambaSafety in March 2021Lead client services team to provide extraordinary customer service.• Increased retained revenue by 15% year over year and to date for 2020. • Managed outstanding invoices reduced accounts payable by 50%.• Created and refined the customer journey, ensuring that each touch point aligned with our goals to increase engagement and retention.• Trained and developed client services staff to provide support, guidance and information to clients that helped support their safety training goals.• Developed innovative new programs to educate, advocate for and retain existing clients.

Directed and streamlined marketing and customer service processes. • Managed client service goals based on customer and company needs, exceeding goals by over 25%.• Completed Problem Solving Process (PSP) course, creating a project that allowed me to reduce the number of units waiting for approval by 10%.• Trained new CSR Buyer on process, quotes more than doubled we will still able to exceed goals by 25%.• Created, analyzed and refined marketing programs to communicate current promotions and upgrades to existing customers.

Partnered with cross-functional teams to create, execute and analyze web marketing programs for online subscriptions.• Increased marketing performance by 15% through testing of online promotions and optimizing online marketing programs. • Created monthly reports for business to share with marketing teams to share best practices across departments.

Provided marketing support and direction for several companies including Nautilus, Norm Thompson and Sylvan Learning Centers. • Increased Norm Thompson’s online sales to 50%, up from 25%.• Innovated and launched Nautilus’ marketing catalog. Created new data model to measure success.• Provided data mining and consulting services to Sylvan Learning Centers to execute programs to increase enrollments and customer satisfaction.

Managed all catalog marketing programs for US customers and prospects to increase sales and profit for organization. • Created expense and sales budgets for over $65 million in sales.• Developed, executed, and analyzed testing programs to increase sales and profit.