• Promoted from CSS to CSM in June 2024.• Managed a diverse portfolio of 700 customer accounts across four software brands under the Actabl umbrella in role as CSS, and a $3 million book of business as a dedicated CSM. • Orchestrated a smooth transition from implementation to customer success, ensuring a seamless experience for clients while effectively addressing any concerns.• Advocated for customer needs by serving as a liaison between client and internal teams, facilitating collaboration and customizing prompt solutions to enhance overall satisfaction.• Supported the data migration and execution of a new CRM system, safeguarding data integrity and leveraging platform functionality to enhance customer interactions and overall experience.• Trained new employees on various process including churn management, implementation handover, ChurnZero, and general CS responsibilities.• Designed and implemented an engaging CS Newsletter template, effectively curating monthly initiatives and data, resulting in a 30% open rate among recipients.• Assisted in developing and refining processes including delegation inbox, new hire training, and automated adoption plays for the strategic team.

Relocated from Wilmington, DE and now seeking opportunities in the Charlotte market.

● Acted as human resources business partner for a total of over 300 associates: talent strategy and acquisition, orientations, performance management, conducted investigations, promoted diversity, and governed compliance with employment law, regulations, and company policies.● Created new people engagement initiatives from analyzing historical trends to build better culture in 6 locations, most recently resulting in a 20% increase in engagement according to associate survey.● Conducted monthly 1-on-1’s to partner with managers on data-driven strategy developments; exceeded targets in 6 out of 8 business objectives and met the standard in the other 2 metrics, which included people leadership, customer satisfaction, sales, and profit.● Pioneered 6 professional development seminars for managerial level positions and associates, this enhanced engagement across the region.● Served as a consultant to 15 general manager peers as the teams developed and implemented seminars for other levels of management.● Advanced the talent pipeline through the development and promotion of over 30 managers and associates into new roles.● Steered all operational and financial aspects of a multi-unit business location – restaurant, convenience store, gas station, and tobacco outlet – included a team of 8 managers and 50 associates, with revenues of over $25 million annually, and ● Led change management and program implementation and for more than a dozen new operational and process initiatives. ● Promoted from Assistant General Manager to General Manager in April 2018.● Managed relationships with a network of vendors to maintain in-stock conditions and service level agreement (SLA) execution, resulted in year-over-year increase in vendor product sales by an average of 10%.

● Generated HR systems and policies including but not limited to recruiting plans, performance evaluations and management, salary structures, payroll, and employee relations.● Developed training programs for both front and back of house, resulted in a more robust knowledge for employees and a more efficient onboarding and initial training program.● Performed ongoing cost analysis to redefine menu price points and maintained a food cost of 27%, below the industry average of 30%.● Executed advertising plan, creating content and digital ads via Facebook and Google, tracked and evaluated progress, ultimately improving online presence by over 300%.● Instituted new processes that elevated guest experience and ensured efficient and effective operations resulting in four Excellence in Dining Awards graded on ambiance, service, and food quality.● Negotiated strategic partnerships with external organizations that formed lasting working relationships for event services via incentive programs, resulted in over 60 new event bookings per year, a 24% increase.

● Established key talent management processes – an organized recruiting method, a detailed training program for new hires, and a performance management structure that set baseline expectations and measurements for assessment. ● Designed a new compensation structure which resulted in a 10% decrease in costs.● Built partnership with vendors that accelerated and exponentially scaled manufacturing abilities, and expanded reach from 17 stores to over 60, in less than one-year, which tripled the sales volume.● Collaborated cross functionally with administrator, director of marketing, director of sales, and vendors to develop the brand and grow market capitalization in a high-growth startup environment.● Analyzed sales trends to understand how promotions and on-site demonstrations impacted business, redeployed assets based off that analysis, obtained a 25% growth in sales in less than 60 days.