- Expanded the company as the first CSM in the Americas, training and mentoring each new US employee- Developed the "Land and Expand" program with revamped pre-sales handoff processes, onboarding journey mapping, and creating success metrics to boost expansions and customer adoption.- Participated in Voice of Customer research and collaborated across teams to define Ideal Customer Profiles (ICPs).- A founding member of the SME program, collaborating with the Sr Dr. of Product and Product Managers to prioritize customer feedback using the RICE framework for impactful product roadmap decisions.- Created a customer-facing Proof of Concept template for AI best practices, accelerating customer testing and generating over $200k in AI upsells.- Produced internal videos and documentation on apps and platform integrations to fast track team training and identify issues.- Conducted regular customer account reviews and created success plans along with custom documentation.- Hosted webinars and produced content with CX, marketing, partners, and customers to drive adoption, update on product features, and foster community engagement

As I increased my knowledge of the industry, I used that to take on more challenging customers and focus more on Enterprises with high touch motions. I was able to use this time to take CSM courses and really level up my skills in providing an excellent experience for my customers.

Lokalise is a localization and translation management system built for agile teams wanting to automate their processes.I joined as the first CSM in the Americas to grow the US market. I onboarded quickly and took over accounts from my EU colleagues to foster stronger relationships with our US customers that proved to increase user adoption and retention. I managed a mix of high and low touch customers and learned an immense amount about the localization industry.

Catalytic is a SaaS intelligent automation platform that can remove as much as 50% to 100% of manual data processing tasks. The platform has 200+ actions that enable business users to rapidly build an intelligent automation layer to process data, documents, emails, web sites, and systems by coordinating people, bots, and AI.Roles and Responsibilities:- Led intelligent automation workshops to improve processes using Machine Learning, RPA, Workflow & Analytics.- Managed the services organization by overseeing Agile sprint planning, project delivery success, team meetings, employee 1:1's, and resource planning.- Built and developed automation workflows using Catalytic's platform while learning basic JavaScript- Qualified automations, conducted process discovery, managed the automation implementation, and provided process handoff.- Engaged with CTO's, VP's, COO's, and upper management on a regular basis with my customers.- Collaborated with internal stakeholders across Sales, Engineering, Product, and Solution Delivery to provide informed project delivery and value to my clients in various industries.- Founding member of the Diversity Equity and Inclusion team at Catalytic, booking the DEI workshop speaker.

PacMoore Products is a leading contract food manufacturer of dry food and pharmaceutical ingredients for US companies. I researched commodity trading opportunities PacMoore leveraged our network of local East African farmers and contacts to bridge the gap between East African goods to the US market.

I connect with various enterprises to increase their potential for growth and develop opportunities for PacMoore's own ventures with the overall desire to create meaningful and sustainable employment for people so that positive life and economic changes can occur. During my time in Nepal I worked with several businesses:-Plastic Recycling Company (http://himalayanlife.com/en/th-work/)-Ethical Garment Manufacturing (http://www.purnaa.com/)-Dairy Company (http://www.milkmandu.com/)-Tech Company (https://www.cloudfactory.com/)

During my short time at Lifesong for Orphans Farm, I immediately joined the leadership team and analyzed the financial health of the 6-year old business, created a new inventory tracking system with Square POS, established effective internal communication methods, advised their sales team on customer communication, created a new annual budget spreadsheet, and learned a lot about how a strawberry farm operates in Africa. I enjoyed working with the local Zambian staff, as well as, the US/Canadian team during my time there.

CloudFactory is an online work platform for data-intensive processes, which allows technology companies to add human-powered features to their software platforms. CloudFactory’s unique combination of advanced technology and talented people lets SaaS (Software as a Service) companies grow by introducing new and improved features they can’t develop with technology alone. The company aims to connect 1 million people to online work, while raising them up as leaders to address poverty in their own communities.I developed an interactive excel hiring system that I trained the HR team to use and implement, which led to quicker and more organized hiring. I created a new system of collecting and categorizing monthly revenue streams for their Operations Manager to use for reporting. I facilitated employee conflict meetings that resulted in a peaceful and reconciled workplace. I also established a content management system for messaging their cloud workers with relevant information and community-driven content.

Milkmandu (www.milkmandu.com) is an organic dairy company that has risen to the top as a niche provider of natural dairy products not available in Nepal. The goal is to grow Milkmandu into the premier dairy company of Nepal by providing all of the major hotels, resorts, restaurants, cafés, and supermarkets with delicious fresh products that are trustworthy and reliable. The company also targets a unique foreigner and wealthy Nepali community by providing home delivery of its products.I created a new corporate website, co-designed new packaging, developed and oversaw new financial records, co-managed the business, and added new corporate clients while working through volatile environments like a 7.8 earthquake and country-wide fuel shortages. My determination and skills increased brand awareness, legitimacy in a fiercely competitive market, and the quality of relationships within the business community.Main Roles* Customer Relations* Social Media Content Curator* Sales Lead Generation* Financial Recording

PURNAA is a social enterprise, to create sustainable, dignified employment opportunities for the marginalized and exploited people in Nepal. PURNAA is a contract manufacturer of high quality clothing and textile based home furnishings.I created email marketing campaigns and a sales database that the company implemented for client acquisition. By listening and understanding Purnaa’s style, customer focus, and mission, I introduced the owners to potential customers that helped them realize their product market fit. My impact provided Purnaa with increased clarity and focus on their true customers and designer profiles.Main Roles* Online Sales Research* E-Mail Marketing Specialist* Customer Communications Assistant

Himalayan Life Plastics is a plastic recycling company in Pokhara, Nepal that collects plastic recyclable waste and converts it into pellets that are used to manufacture new bottles. This company helps give jobs in a highly underemployed country and improves the environment at the same time. I represented Himalayan Life Plastics at the biggest plastic trade show in Nepal to key customers, suppliers, and the general public. I recruited and worked alongside the general manager while they expanded into a new location. I also grew the number of their collection systems, which increased their inventory and led to less plastic waste on the streets.

By being able to quickly network and research in new environments, I connected MOH with key business leaders to further their mission. By observing and recording consumers preparing quick cook meals across Haiti, I was able to create actionable insights on how MOH could improve the taste and product to better meet the market needs.

I worked as a front desk manager for the Intercultural Student Services staff who help bring diversity of all kinds to IWU campus. I helped assist anyone with questions and ran errands for my superiors.

I founded a student-led organization that developed a community for business-minded students who desired to make positive impacts through and in their vocation. I arranged for guest speakers to come once a month to network, learn, and increase exposure to different business leaders.My team organized a national conference with speakers from across the country and students from several different universities to engage on the topics of faith, work, and social impact.

I assisted PacMoore in market research, R&D, and how to make a greater impact in the lives of the employees, customers, and community that PacMoore came into contact with on a daily basis.

I worked two summers on IWU's Grounds Crew. I operated professional equipment and carried out various other maintenance work.

I set up a number of different food stations that were located in the main dining commons of the university. I assisted in setting up and cleaning stations.