WellSync empowers digital healthcare companies, labs, pharmacies, large employers, and healthcare innovators to deliver scalable, white-labeled telehealth experiences. Founded with the vision of making quality and affordable healthcare accessible to all, WellSync is committed to delivering compassionate, comprehensive care that is accessible to everyone, anytime, anywhere.

Financial Flippers is a small B2C & B2B coaching service that educates and empowers individuals and groups on personal finance best practices, leveraging empathetic communication and a down-to-earth finance approach to create tailored finance management strategies. There, I:- Guide the customer experience from lead to customer- Create content – posts, videos, emails, and events – designed to inform and convert- Manage an online Facebook community, curating conversation to build relationships among community members- Survey leads and clients using digital tools to assess customer journey, needs, and service quality and then implement suggested changes to product and customer experience

Candid is a small financial services B2B start-up SaaS outfitted on top of Salesforce that helps mortgage loan originators better serve their clients and grow their businesses to $100+ million. There I serve a large client base with a number of their customer success needs, including:- Being the first point of contact for any issue resolution- Becoming and then serving as a platform subject matter expert assisting with platform adoption and value realization- Gathering customer feedback to share with the product team- Leading customer kickoff & training sessions as part of onboarding and ongoing product adoption.- Reviewing, improving, standardizing, and assessing existing customer processes and playbooks.- Developing a strong lifecycle communication plan to increase customer satisfaction and retentionAmongst many more customer success, service, and experience responsibilities.

Better is a digital-first B2C VC-backed homeownership start-up company whose services include mortgage, real estate, title, and homeowners insurance. There I managed a portfolio of 150-200 accounts, fostering relationships with customers throughout the application process to continuously drive new business and retain customers. I was promoted within my first 8 months at the company. I continually focused on process improvement, being a strong customer advocate, and consistently increasing customer satisfaction. Additional accomplishments include:- Consistently exceeded sales and efficiency expectations, helping to generate $174K in increased volume through consultative selling techniques – earned position within the top 10% of performers among over 350 associates. - Oversaw ongoing training and mentorship of team members, facilitating regular meetings, identifying risks, & resolving escalated client concerns to ensure individual and team success – helped team generate over $1MM in funding per year. My duties included:- Walking new customers through the online portal SaaS product to adopt use of the technology, check status of their application in real-time, understand policies, and complete the necessary tasks for their application. - Creating operational efficiencies around common account processes by instituting new procedures with internal stakeholders.- Promoting consistent communication cross-functionally as an internal liaison – participated in the organization’s Guru Focus Group and Single-Point-of-Contact pilot program, guiding borrowers and teammates through organizational shifts.- Measuring, reporting on, and analyzing account and portfolio health, playbook implementation, and customer feedback in order to optimize the customer journey focused on driving adoption, retention, and growth.

I imagine you might be familiar with this organization. I worked all over the Resort in many different capacities, as is common for “Cast Members” as Disney calls its employees.In particular, two roles I held included:- As a Lead, where I oversaw payroll, staffing, scheduling, and safety compliance for over 35 shows weekly. - As a Facilitator, where I oversaw the training & onboarding support of over 1,000 new hires. There, I was selected as one of 60 applicants organization-wide to facilitate new employee onboarding, which was a huge honor.