-Cultivated weekly department wide Monday Morning Roundup sessions, which increased morning productivity by 25%.-Increased client engagement by 30% by creating and implementing a new inbound/outbound call (PIVOT) strategy for the entire Customer Success department while working with stakeholders. -Designed a proactive outreach pilot post sale (ESTABLISHMENT), which expanded NTC retention of active advertisers in their first 30 days.-Increased the set up of paid product features by 60% by training and onboarding Associate Managers.-Slashed customer support queue time 40% by managing a team, composed of 26 Customer Success --Managers (inbound, recovery, chat, onboard, and outreach). -Amplified 25% of sales by cultivating training material for an Account Executive director group to sell long term advertisement products.

-Managed a top performance team in the department based on KPI (CSAT, Q/A, Retention) for 5 consecutive months.-Pioneered a Chat Pilot team for inbound customer support, which transitioned into a department rollout.-Decreased 25% of escalated clients by inventing training material for: chat, manager call requests, emotional intelligence, and new products pitched.-Diagnosed areas of opportunity by counseling via: coaching sessions, 1:1’s, recorded calls, spot checking, and barging.-Facilitated cross departmental projects by collaborating with internal stakeholders (sales, finance, and product teams).-Worked with the Director in meetings to ensure team and individual objectives are set up to hit performance goals, and assisted with setting up strong habits with Account Managers so they’re set up for long term success.

-Managed and trained a team of 10 Account Managers.-Promoted and enhanced a safe, inclusive and successful Yelp culture.-Managed the team’s KPIs in retention-onboarding, proactive outreach, and CSAT. Conducted effective team meetings and 1:1s with direct reports and quarterly conversations.-Increased 25% retainment of a million dollar book of business by building team culture and managing department SOP’s and goals. -Analyzed the team’s and company’s performance, as well as identified potential customers, using Google Docs, and Salesforce reports.-Trained Account Managers with conversational skills in relation to a client’s business goals, and budget needs.

-Managed a book of business (400 clients-retained 90%), while providing exceptional client support.-Proactively managed client’s advertising packages which increased overall retention throughout the term cycle.-Partnered with the sales team to ensure transparency in pricing/services during the sales process and improved customer satisfaction.-Pursued upsell opportunities by showing the value of Yelp's advertising program.-Actively communicated with Yelp's finance team to collect and resolve all outstanding payments and subscription fees.-Educated clients on Yelp’s products, systems, and identified solutions to product limitations.

-Provide counseling for prospective freshmen applicants.-Represent the University at on-campus information sessions.-Travel throughout Illinois to represent the University at college fairs.-Assist in outreach and recruitment. -Maintain strong relationships with high school guidance counselors within Illinois.-Conduct presentations for aspiring college students along with their families.

-Conducted evaluations with student-athletes and their parents to determine what college programs they may qualify for while abiding by NCAA rules and regulations.-Provided student-athletes and families expert advice and knowledge about the recruiting process.-Enrolled qualified student-athletes into the NCSA program from all areas of the country.

-Qualified student athletes by speaking with interested parents.-Responsible for coordinating and managing daily schedules of evaluations.-Conducted initial research on each athlete to help with projecting the athlete’s potential.

-Contacted prospective students, who sought to obtain higher educational degrees such as Associate’s and Bachelor’s.-Facilitated students’ entrance within the University.-Provided general customer service to students from enrollment through graduation.

-Worked as an out of the office intern, while completing NFL projects by certain deadlines.-Assisted in areas of contract negotiation, recruiting, sales, and various administration functions.-Complete media kits, and letters to NFL draft prospects.

Confirmed schedule of hero appearances and facility location, resources, storage, and key contact information. Managed customer issues, collect/forward waivers, checks, and information. Handled daily attendance issues related to camp operations.