Lead a team of talented Azure Customer Experience engineers, turning our top enterprise customers into fans and enabling them to achieve more through the cloud. Resolve key blockers to success for our customers, coach and lead a high performing team, and proactively and strategically scale operations for future success.

• Lead a high-performing team of Support Analysts, fostering their growth and helping them exceed productivity and quality targets while supporting their career development goals.• Manage and oversee case queues across various support channels, ensuring timely and efficient resolution of customer inquiries and issues.• Advocates for and directs the systematic implementation and embracement of initiatives to expedite the realization of business benefits.• Contribute to the planning and implementation of effective billing procedures, optimizing operational efficiency and accuracy.• Serve as a pivotal contact for complex scenarios pertaining to the implementation of initiatives or maintaining partner customer relationships.• Navigate change initiatives by proactively identifying process improvement opportunities in a fast-paced and agile environment.• Contribute to Global Initiatives by building upon established best practices to expedite partner growth.Key Achievements:• Recognized and spearheaded a campaign to enhance customer engagements, creating openings for additional sales and client upselling.• Implemented a Virtual Chat Agent (generative AI) program to optimize and speed up support interactions, reducing customer wait time and increasing satisfaction.• Hosted leadership workshops and initiatives to define and clarify roles and responsibilities across the organization, enhancing collaboration and alignment among different functions and teams.• Developed and executed customer lifecycle management strategies, reducing churn and enhancing customer satisfaction.• Utilized Microsoft Dynamics to manage customer relationships and streamline billing processes, resulting in improved efficiency and accuracy.• Leveraged SmartSheet to plan and execute complex projects, ensuring timely delivery and alignment with business objectives.

• Manager of Managers – led management team and structured our Customer Support - Billing Tier organization• Played an integral role in efficiently resolving customer escalations and tickets, ensuring adherence to CSAT and SLA metrics while implementing robust processes and tracking key performance indicators.• Served as a customer advocate and collaborated with cross-functional teams, including Product, Engineering, and Sales to address customer feedback and market trends.• Develops methods and standards that enhance the team's grasp of the partner experience, keeping them informed about fresh, pertinent data to proactively meet emerging partner requirements for expansion.• Proactively recruited a diverse team and executed on overseeing the full hiring process from interviews to onboarding.• Worked closely with Team Leads to identify and eliminate barriers hindering team performance, promoting a culture of excellence and continuous growth.Key Achievements:• Developed a customer journey map to discover areas for improvement and potential, boosting customer satisfaction and net promoter scores by 10% during the collections and billing period.• Fostered significant strategic alliances with established enterprise clients, achieving a 90% retention rate among longstanding customers.• Transformed a nascent support team into a powerhouse by implementing a comprehensive training program, establishing a knowledge base, and deploying cutting-edge training software.• Utilized Salesforce, Zendesk, Asana, Pipedrive, and Intacct to streamline customer relationship management and enhance billing support processes.• Managed projects using Asana, ensuring successful implementation and alignment with organizational goals.

Customer and Franchisee Support: Provided support to customers and their franchisees during times of monthly invoice, ensuring a smooth and efficient billing process.Issue Resolution: Partnered with finance to diagnose, research, document, and resolve escalated billing issues, ensuring timely and accurate resolutions.Documentation Management: Coordinated the drafting, editing, and maintenance of both internal and customer-facing documentation to ensure clarity and accessibility.Accounts Receivable Collaboration: Worked closely with Accounts Receivable to provide requested billing information and address any discrepancies.Team Communication: Communicated problems and other issues to team members, fostering a collaborative and supportive work environment.Team Training and Development: Trained and developed the Billing Support Team, ensuring they were well-equipped to handle customer inquiries and issues.Process Improvement: Provided feedback on internal processes and best practices to continually improve the customer experience and overall customer support flow.Product Training: Attended internal and customer-facing training sessions to stay informed about product enhancements and updates.Customer Relationship Management: Supported customer accounts to maintain favorable, long-term relationships, ensuring customer satisfaction and loyalty.People Leadership: Led and mentored the Billing Support team, fostering a collaborative and high-performing work environment.Customer Journey Mapping: Mapped out the customer journey to identify pain points and opportunities for improvement, ensuring a seamless and positive experience for our customers.SOX Compliance: Helped implement SOX compliance protocols and policies across Sales, Deployment, Finance, and Support to ensure regulatory adherence and operational integrity.

As a founding member of the Billing Support team at Olo, Inc., I played a crucial role in building and shaping our billing support operations from the ground up. My key responsibilities included:Team Building and Development: Hired and developed employees to build out the Billing Support team, creating a new support tier of Collections Support Tier 2. Established key performance indicators (KPIs) to ensure we served our customers with excellence.Process Implementation: Implemented processes across engineering, product, finance, customer success, and deal desk to ensure a seamless billing experience across the Billing Customer Lifecycle.Project Management: Identified key blockers to the customer experience and ran projects end-to-end to remove those blockers, driving the creation and management of collections programs to recoup revenue loss.Revenue Recovery: Successfully recouped $3 million in revenue from broken billing processes.Cross-Functional Coordination: Coordinated with Customer Success Managers, Sales, and Finance to set up actionable billing plans for our customers.Self-Serve Advocacy: Implemented and advocated for self-serve options, playing a key role in self-serve customer education. This initiative reduced the volume of Billing Support tickets by 60% and increased customer satisfaction by 10% (up from 85% to 95% month over month).Business Reviews: Delivered quarterly business reviews to executives and customers, outlining key wins of billing management and self-serve processes.Feedback Loop Creation: Created a feedback loop and bridge of escalation processes between Finance, Customer Support, Sales, Customer Success, and Deployment to ensure SLA adherence and a positive customer experience.My contributions have been instrumental in enhancing the billing support operations and improving the overall customer experience at Olo, Inc.

As a founding in-house customer support team member at Olo, Inc., I played a pivotal role in establishing and enhancing our customer support operations. My key responsibilities included:Knowledgebase Development: Built and maintained our comprehensive knowledgebase in Zendesk, ensuring that both customers and support agents had access to accurate and up-to-date information.Employee Onboarding and Training: Provided vital feedback on employee onboarding processes, shaping our training initiatives to ensure new team members were well-prepared to support our customers effectively.Technical Support: Assisted customers with complex technical requests, leveraging my expertise to troubleshoot issues and provide timely solutions.

Managed social media marketing campaigns and strategies.Created engaging content for various social media platforms.Designed and maintained the organization's website, utilizing SEO keywords to enhance visibility.Facilitated virtual climate events, increasing event attendance by 30%.Increased fan following by 25% and impressions by 40%.Managed online communities and monitored online reputation management (ORM).Collaborated with cross-functional teams to ensure cohesive messaging and branding.Analyzed social media metrics to drive improvements and optimize engagement.

In 2013, Jasmine embarked on a six-month trek across the United States with her puppy Fiji, a bicycle, and her violin, with less than $50 in her pocket. Despite having no camping or long-distance cycling experience, she sought to regain self-confidence and rediscover herself. Along the way, she encountered profound acts of kindness from strangers who offered food, shelter, and support. This journey not only reshaped her body but also renewed her faith in humanity and transformed her mind.Living outside the box opened up a world of opportunities and taught Jasmine about societal limitations. She realized that with determination and a fearless mindset, anything is possible. In March 2016, she began bicycling across Canada with Fiji and her violin, aiming to use music to bridge cultural and social gaps. This journey was part of her personal dream to become a professional violinist, despite starting later than most of her peers.Key Achievements:Performed violin concerts at private homes, creating memorable experiences for audiences.Marketed a personal brand and built a community around travels.Took on freelance clients with a focus on content writing, social media management, and customer service.Delivered inspirational talks at schools, businesses, and churches, motivating and engaging diverse audiences.Networked extensively to secure various freelance and odd job opportunities.Managed and grew an online presence, engaging with followers and maintaining a positive reputation.Collaborated with clients to understand their needs and deliver high-quality work.Utilized social media platforms to promote services and connect with potential clients.

e|TAB is a digital online ordering software that allows restaurants to serve customers quicker and faster through online pre-orders for delivery, pick-up, and catering.

I am a consultant for multiple blogs and companies writing copy for their websites, completing assistant tasks, managing social media and copy editing. I also do transcription work.

Producing content for the Fiddlershop blog, interviewing musicians and encouraging people to begin their musical journey on a string instrument.

• Directed a team of clinical coordinators, providing comprehensive training and quality assurance measures to ensure adherence to FDA regulations and compliance with all relevant State and Federal medical laws.• Developed and implemented robust training programs, equipping the team with the necessary knowledge and skills to navigate complex regulatory frameworks.• Handled incoming calls from hospitals and effectively screened for tissue and organ donation eligibility in a high-stress and fast-paced call center environment.• Acted as a critical link between hospitals, doctors, flight staff, surgeons, funeral homes, and grieving families to ensure a seamless and life-saving donation process.• Demonstrated exceptional empathy and professionalism while conducting interviews with grieving families, adhering to strict guidelines outlined in the Health Insurance Portability and Accountability Act (HIPAA) and the Uniform Anatomical Gift Act (UAGA).

Speaking with families and walking them through the process of making their loved one a cornea or whole eye donor in an effort to save the sight of a potential recipient.

Formerly Boone County National Bank, Central Bank served the financial needs of the Boone County area. As a teller, I provided excellent customer service to our banking clients.

Veterans United Home Loans is a full-service mortgage lender headquartered in Columbia, Missouri. The company has 28 offices nationwide and is licensed in all 50 states. The company primarily originates VA loans, a mortgage product guaranteed by the U.S. Department of Veterans Affairs Responsibilities: writing blogs for SEO.

Serving customers in a retail grocery environment as a cashier and courtesy clerk. I worked within the Kroger store system, transferring to 3 states while attending school.

Barnes and Noble Campus Bookstores provide textbooks and other accessories to students on college campuses. I worked as a cashier and supervisor in the store, transferring from the College of the Canyons location in Valencia, CA to the Alfred University Campus bookstore when I was accepted as a student.