Moriah John Email & Phone Number

Wakefield, Massachusetts, United States

Wakefield, Massachusetts, United States

- Provided exceptional technical consulting to customers using Veracross' SaaS platform, with an average customer satisfaction rating of 9.89 out of 10 across 134 reviews and 511 customer calls.- Managed multiple priorities simultaneously by contributing to our knowledge base and serving as an escalation path for our tier one technical support team.- Presented 25 tailored customer onboarding webinars for new and existing users to drive product success and further training during and after implementation.- Served as an escalation path of our tier one technical support team, to provide internal training, feedback, and next steps to successfully resolve customer cases.

Wakefield, Massachusetts, United States

- Maintained an NPS of over 85% while managing a portfolio of $1,000,000 in customer accounts- Established bi-weekly client check-ins and used Veracross expertise to provide technical support, best practice and process consulting, while also designing training plans to support ongoing customer success- Drove customer projects and initiatives and increased overall customer product use, including upselling - Served as an escalation path for customers, working to identify and remove barriers and coordinating with internal resources to expedite resolutions or develop action plans, resulting in a 0% ARR churn- Created over 100 internal and customer-facing knowledge articles on Veracross best-practices and processes to create support efficiencies and global/scalable support models while driving client self-service- Exceeded quarterly goals including an interaction NPS at or above 50%, an interaction average score at or above 9 across portfolio, an ARR churn of less than 2%, and a knowledge base contribution of 50 articles

Massachusetts, United States

Our Wilson House captures the North Shore’s unique character with watercolor fine art prints of charming landmarks and tranquil landscapes. Our offerings include wedding invitation design and printing, custom watercolor paintings, personal and corporate art licensing, and design services.- Provided exceptional customer service and support to customers earning the Star Seller badge on Etsy by shipping over 300 orders on time, responding to customers within 24 hours, and receiving all 5 star reviews on 44 reviews.

North Andover, Massachusetts, United States

-Oversee the Holistic Cross Training and Success Coaching Program for 100 staff members from student-facing offices and 1,090 first-year students- Coordinate the Holistic Success Coaching onboarding process including weekly training on foundational level coaching skills, badged via Acclaim on LinkedIn- Implement new processes for tracking coaching via our Slate CRM, become reporting subject-matter expert for campus offices- Support coaches via training for student success strategies and college policies, and creating a process for recording interactions and communication with students in our CRM- Work cross-functionally to build and elevate a people-centered process across campus offices- Continue all the responsibilities in directing the Activate Program

North Andover, Ma

- Directed the Activate Program for neurodiverse students (with autism, Asperger’s, or related diagnoses) and grew the program from 8 to 60 students in 3 years-- Developed data-driven program policies with annual repeatability and scaling at the focus-- Met weekly with neurodiverse students to increase personal goal creation and completion-- Hired, trained, and supervised professional advisor and 9 peer mentors in coaching and supporting students, including weekly mentor team meetings, LinkedIn Learning Courses, and weekly supervision meetings to further job and leadership skills- Implemented new processes and technology around managing our office’s Accommodate software and maintained regular changes to our office website as well as conducting software training, form edits, and data use based on student and staff needs- Participated in six hiring teams and the annual new hire training for various campus offices- Continued all the responsibilities listed in the Specialist position

North Andover, Ma

- Met with students on self-advocacy, self-awareness and resiliency- Determined Academic Accommodation Plans through reviewing their online requests and documentation, and having an interactive intake meeting with the student- Determined Medical Housing Accommodations, maintained timely correspondence during the request process, managed data for hundreds of requests, and led cross-campus weekly meetings- Researched, planned, and developed the Activate Program for neurodiverse students- Started the Managing Health Conditions Group to provide support and reflection- Started a DREAM Chapter at Merrimack College (out of the U.S. Department of Education), a student group focused on building community, promoting disability awareness, and mentorship- Conducted disability awareness trainings across campus offices and individually with faculty, including facilitated and coordinated the annual Disabilities Awareness Week

North Andover, Massachusetts, United States

- Met with diverse students with disabilities registered with Accessibility Services- Implemented new processes and technology for the Testing Center via our Accommodate software, helping our office go digital, and designing an online test booking system for faculty and students- First point of contact for our 400 registered students, and conducted outreach on campus deadlines, utilizing accommodations, and campus resources- Managed office flow, including: student roster, documentation, accommodation letters, requests for alternative format textbooks and assistive technology, central office email triage

- Planned and executed small group meetings weekly, mentored 4 students, met weekly with advisor and other 3 leaders, and helped plan seminars

- Shared responsibilities with the Resident Director by assisting the apartments in conflict resolution and training on community living standards - Created and implemented an apartment-wide living contract for proactive communication - Coordinated staff development trainings; led social, educational, and community-specific events; and upheld administrative duties regarding building maintenance and staff connections

South Hamilton, Massachusetts, United States

- Main point of contact for customers regarding their accounts, balances, and billing information- Sorted, Entered, and reviewed 15-20 thousand receipts per month for around 400 customers- Tracked all payments collected by delivery drivers, and prepared cash and check deposits- Printed, sorted, and mailed statements each month to customers with outstanding balance- Constructed and utilized a training manual for new employees for data entry positions

- Oversaw the community living experience of between 20 and 50 residents, facilitated with developmental maturation, and met with residents regarding living independently, decision-making, and communicating with others- Participated in position expectations, including: staff meetings, RA leadership training, conflict resolution, programming for multicultural residents to build and foster relationships, staff collaboration, and weekly supervision

- Attended interview training sessions, scheduled and conducted interviews with alumni, met weekly with supervisor, and managed data that was presented to alumni the subsequent fall

- Student host at college events, dinners, and receptions for guests of the college, spoke on personal experience, contacted donors via mail, email, and phone-a-thons

- Executed and organized activities for a diverse class while assessing group cohesion and met weekly with my supervisor to organize and plan the week’s class

Hosted a weekly radio show on Gordon’s radio show, Scot Radio. Moderated discussion and interviewed guests on areas of their expertise.

Master'S Degree, Higher Education/Higher Education Administration

Bachelor'S Degree, Psychology