- Managed relationships of nine accounts, roughly $10-million ARR. -Goal for 2023: increase NRR by 125%. - Achieved: 150% increase by October 2023, additional $5-million in revenue. - Created project plans for customers to migrate new bank partners to prevent churn for all accounts. - Collaborated with C-Suite, Product, Engineering leaders to strategize customer retention. - Project managed and implemented new credit and banking products with customers. - Developed training documentation for new hires.

- Manage nearly 60 enterprise accounts, including Toyota North America, Kaiser Permanente, In-N-Out, & Zoom.- Submitted $110,000 in expand sales referrals in Q3 2022.- Persuaded customers, $90,000 in ARR, “At Risk” customers to renew in Q4 2022.

- Managed 20 accounts, $60-million GMV, including brands such as Big Green Egg and Vivid Racing. - Goal for 2021: Increase total FMV by 150%. - Achieved: Increased FMV by roughly 200%, doubling book of business. - Closed 40+ Salesforce expansion opportunities in 2021, doubling book of business. - Hired as first AM, trained all new AMs, created SOP, training documentation, and designed Catalyst layout. - Coordinated with marketing departments, created QR-code documents for customers, increasing product usage.- Created marketing materials for Zero Fraud Guarantee feature - persuaded two customers to go 100% with Fast, eliminating four competitors, including Amazon Pay, PayPal, and BigCommerce.

- Co-managed a team of four representatives in the US and an outsourced team of eight in the Philippines. - Decreased volume of outsourced team’s escalations to the US from 18% to 9% a month through training. - Collaborated with engineers to implement Solvvy via Cratejoy’s API, deflecting 30% of ticket volume. - Awarded with “Best Hackathon Project of 2020” for creating internal SQL training documentation.

- Created internal documentation for payment gateway/processor/token migrations (eg. Stripe to Spreedly). - Decreased training/onboarding period from 6-months to 2-months by outlining and writing training documentation. - Wrote training documentation and managed Guru (internal knowledge base service).

- Received the “Customer Experience Hackathon” award for researching, evaluating, and designing a “Packing Slip” feature. - Collaborated with Product Managers on a weekly basis to discuss Jira tickets for feature requests and bugs. - Utilized SQL to research, analyze, and update merchant records in Periscope. - Offer merchants solutions for any unique analytics needs by creating Periscope boards using SQL.

• Met with the CEO and COO regularly to develop standards and templates for Customer Support. • Helped establish an NPS score of 70 along with the COO, Product Manager, and UX Manager. • Proficient in Zendesk, currently solving an average of 40 tickets a day.• Teamed up with the Product Manager in cutting costs of order replacements by 70%. • Trained and assisted with leading an hourly staff of three in both customer support and fulfillment. • Assisted the COO in monitoring the inflow/outflow inventory of printed materials and products with, and communicating with third-party vendors. • Alerted the backend and frontend developers with technical issues. • Met with the CEO and COO regularly to develop standards and templates for Customer Support. • Helped establish an NPS score of 70 along with the COO, Product Manager, and UX Manager. • Proficient in Zendesk, currently solving an average of 40 tickets a day.• Teamed up with the Product Manager in cutting costs of order replacements by 70%. • Trained and assisted with leading an hourly staff of three in both customer support and fulfillment. • Assisted the COO in monitoring the inflow/outflow inventory of printed materials and products with, and communicating with third-party vendors.

• Began working for Nordstrom in Glendale, CA, where I worked my way through Men's Sportswear, to Jewelry & Watches, to Women's shoes. • Adapted and was flexible in learning new merchandise and gained very diverse knowledge on Nordstrom's product line.• Currently work in the Salon Shoes department, one of the highest volume departments in the store, at Barton Creek Square, one of the top five stores in the company. • Uphold Nordstrom's high standards of providing excellent service to our customers. • Set high personal sales goals in one of the most competitive departments in the store.

• Attended weekly training meetings, learning SXSW's operations and structure. • Learned new platforms, including shiftboard and SXSW's Stage Manager Tool, a resource used to communicate between bands and band managers, stage/sound tech, SXSW's upper management, and the Paramount Theatre's production staff. • Organized a timeline for bands, Paramount's production staff, and SXSW upper management to ensure smooth showtimes on day of shows.

• Aided in the check-in and distribution of guest-list, sponsor, and worker credentials for the Coachella and Stagecoach festivals.

• Served as an Executive Assistant, meeting tight deadlines, working at a very fast pace, and running many necessary errands.• Oversaw a staff of fifteen as an assistant manager during seventeen nights in October 2012.• Provided customer service and resolutions by managing the company customer service hotline. • Oversaw ticket, merchandise, and food sales.

• Aided in strategic planning on how to control the 35,000 person attendance.• Booked several bands of various sizes for different stages.• Managed Facebook and Twitter social media by updated daily and monitoring feedback.• Aided in the raising of $130,000 in sponsorship funds.

• Provided customer support and communication between contractors and Bank of America.• Performing orders for clients by approving maintenance and yard work performed on foreclosed homes.• Learned US Best’s software program to process invoices.

• Learned the fundamentals of Wordpress and basic HTML.• Created a strategic plan on how to market the blog in the Greater Los Angeles area.• In charge of the social media marketing, updating the Facebook and Twitter pages daily.• Supervise staff of three writers for the music department.

• Took the initiative of creating and managing my department’s social media, primarily through Facebook.• Created a business page on Facebook and attained over 800 “likes” primarily through ticket giveaways.• Concert coordinator for Biola’s student government, one concert a month.• Handled budget for concert for 1,500 people.• Scouted and booked talent for concerts, a total of twelve shows in two years. • Collaborated with marketing department in creating print ads and banners that went out to a student body of 4,000. • Created fundraising programs in conjunction with student government to increase funds 150% to improve Biola’s concerts. • Aided in the planning of several other major school-wide events, many of which cater to 1,500-2,5000 students.• Managed and assisted in hiring a staff of seven.

• Met with students on a weekly basis to seek improvements in dorm community.• Worked with administration to improve the dorm lobby, including the installation of carpeting and sound panels to subdue loud noise and improve lobby atmosphere. • Coordinated events community events, including barbeques, mini-concerts, and ice cream socials, to improve dorm community.

• Ride operator for the Finding Nemo: Submarine Voyage.• Learned of The Walt Disney Company’s policies, high standards of excellence, and corporate culture.