- Own CXO Escalations teams ensuring rapid resolution to restore customer confidence and reducing the cognitive and emotional burden for internal teams and leaders- Lead hybrid organization focused on customers satisfaction (CES), operational efficiency (SLAs), and contact reduction

- Evaluated and prioritized customer success initiatives at $xxm ARR PLG business to improve retention and activation- Coached Success and Support leader on strategy and planning

I led our customer success team. Helped bring the voice of the customer to our product.> Responsible for directing priorities for team of 30+> Led transition from remote to in-office> Evaluated, launched, and managed offshore support team > Identified and rolled out LMS, chat, and QA tools> Teams cover inbound support, outbound activation and monetization campaigns, product specialists, and management> Developed org design, team training, metrics, QA and performance evaluation framework> Maximized efficiency in a high growth environment> Direct point of contact for key enterprise accounts> Prioritize + push bug and feature enhancement decisions in coordination with the product team> Drive consultative service best practices in B2B environment> Tracked, monitored, and implemented optimizations for self-service to drive down ticket volumes

One of the first 5 team members. Acquired by First Data in Oct 2014I worked at the intersection of product, sales, and customer success operations.> Implemented & customized Salesforce CRM acting as main administrator during growth from hundreds to tens of thousands of leads; including integrations with Silverpop email platform and Zendesk service platform> Built and updated reporting dashboards used by cross-functional teams to track KPIs related to conversation, sales and support performance, and merchant retention in Salesforce> Facilitated weekly meetings to review goals, ensure team effectiveness, and recognize team members> Planned and launched new merchant communications campaign and cancellation survey> Developed and presented pitch decks and responded to RFP proposals> Assessed customer’s motivations and business objectives to advise best loyalty marketing strategy directly accounting for 30% of all completed implementations> Listened to customers needs and articulated value of new software product through consultative selling approach resulting in first multi-unit coffee chain and 20% of first 100 accounts> Initiated partnerships with digital agencies and app developers via education of API product offering

Lifestyle marketing specializing in events.> Lead negotiation with venues> Identify and manage relationship with artists> Maintain brand image and marketing via online channels

The StartingBloc Fellowship is a life-long membership with StartingBloc’s community. Fellows are young leaders who share a common set of values. They believe that economic value creation and social value creation are complementary. They believe in making money and doing good.

> Provided developers, property owners and investors with in-depth financial analysis and strategies to ensure project success> Attended community meetings to access plausibility of potential projects and identify stakeholders

Business Oregon works to create, retain, expand and attract businesses that provide sustainable, living-wage jobs for Oregonians through public-private partnerships, leveraged funding and support of economic opportunities for Oregon companies and entrepreneurs.

> Led outreach to over 130 neighborhood associations and local business groups> Recruited volunteers through outbound calling resulting in more than 600 service hours; planned and facilitated all activities

PolitiCorps is an intensive ten week political organizing and leadership development bootcamp> Produced legislative campaign strategy through detailed precinct demographic analysis> Collaborated amongst team to implement field plan resulting in 20,000+ doors knocked and 3,500 new voters registered

> Off-campus Representative in 2008> Candidate for student body president in 2009> Passed Sustainability Resolution in Spring 2010> Passed Green Initiative Fund for Tomorrow (GIFT) resolution in Spring 2010 which was approved by student body in April of 2010

> One of eight voting members, in charge of the disbursement of $800,000 dollars of student funds.> Critically analyzed and accessed funding needs for student funded accounts