Creating Raving Fans

▪ Selected in the top 2% of applicants for a program offered to high-potential individuals preparing for a Customer Success role in SaaS. ▪ Rigorously trained (300+ hours) and assessed by instructional coaches and industry professionals on Customer Success skills. EQ: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritization.Customer Success workflow: ▪ Develop the customer journey; human-centered customer engagement; following up with customers.▪ Analyze data and Book of Business to monitor Health Scores, NPS, and prioritize CTA’s to escalate issues effectively.▪ Cultivate value-driven communication frameworks, create executive summaries and slide decks for effective EBRs.Tech Tools: Salesforce, Gainsight, G-Suite

▪ Provided one-on-one in-person consultations for stakeholders on the proper and safe use of business-owned and personally owned mobile devices. ▪ Ensured accessibility for mobile devices in a secure and compliant manner using industry-standard MDM tools such as Airwatch.▪ Ensured security and HIPAA compliance for UCLA Health data and resources through proper encryption, virus/malware protection, SCCM, and AD group policies.

▪ Managed and optimized business phone plans on Verizon and AT&T portals for 250+ customers.▪ Negotiated pricing and communicated with vendors to obtain software and hardware quotes.▪ Facilitated training sessions to enhance security and maintain a consistent process for the wireless access management system. ▪ Directly supported hardware/software installations along with local configurations of networkresources and email of 100+ end-users; monitored workstation security compliance.

▪ Analysed and restructured the service desk to enable an efficient workflow through an expansion of training for tier one support which aided in meeting SLA’s.▪ Co-lead recruitment and training of 8 part-time tier one support staff.▪ Administered AD memberships and group policies for 400+ customers resulting in, appropriateaccess distribution to network resources including printers, disk quotas, and shared drives.▪ Facilitated training for key stakeholders demoing audio-visual equipment in classrooms and conference rooms, annual incoming student computing lab orientations for cohorts of 300+ each and training for faculty on class webpages that increased the awareness of available resources.

▪ Communicated and negotiated with B2B vendors for hardware and software solutions. ▪ Collaborated with fund and department managers to onboard vendors and complete new and renewal transactions.