As a Management Assistant at Boise State University's Micron School of Materials Science and Engineering, I support the department's administrative functions, ensuring smooth operations and promoting our commitment to inclusive excellence. I also work to promote and attract more students to join the program, organize campus events, create engaging content on social media, and more!

As an Email Outreach and Pawsitive Engagement Coordinator, I craft engaging emails and communications to keep our community informed and excited. When I'm not at my desk, I'm on the floor, ensuring each tail-wagging guest receives the care and attention they deserve as a dedicated Dog Handler. 🐕 Combining my skills in digital outreach and my love for dogs, I'm committed to making Sniff Dog Hotel a happy and welcoming place for every pup and their human companions.Feel free to connect with me to share your pet stories and ideas on how we can make Sniff Dog Hotel even better!

As the Customer Success Supervisor at OptinMonster, I coached a team of three Customer Success Specialists and ten product support staff dedicated to optimizing customer experiences and reducing churn. My role involved overseeing daily customer communications and onboarding initiatives, and collaborating with clients to develop or optimize their marketing campaign strategy via email, video calls, and asynchronous video recordings.I orchestrated weekly coaching sessions, reducing individual and group success gaps, and conducted Quarterly Reviews and KPI benchmarking to optimize team performance. I played a crucial role in team knowledge development by publishing comprehensive training guidelines and articles to streamline the training process for new hires. Additionally, I developed automated reporting systems in Google Sheets for customer onboarding service KPIs, providing real-time visibility to executive leadership and the team.

As the Account Manager at 17hats, I played a central role in shaping the customer experience for the SaaS CRM tailored to solo entrepreneurs and small businesses. My responsibilities extended beyond traditional customer support, encompassing the execution of CRM account setups and in-depth education on platform features to ensure clients derived maximum value. My role involved providing seamless omni-channel support through email, phone, live chat, and video meetings, addressing client needs comprehensively. Collaborating with management and development teams, I translated customer feedback into platform and feature improvements. I played a pivotal role in the software development process by generating detailed bug reports and submitting feature requests.In addition to managing customer interactions, I undertook a pivotal role in streamlining internal processes. This included authoring comprehensive guidelines for the internal knowledge base to reduce onboarding time for new team members. My commitment to enhancing user experience was further demonstrated through the reorganization of the customer-facing Help Center content, optimizing over 200 documents for improved usability.

Joining The Newsletter Pro initially as a Project Manager, I swiftly rose to Lead Project Manager within the first six months, concurrently managing a caseload of 50 monthly print newsletters. In my ultimate role as Fulfillment Teams Manager, I took charge of coaching, training, and mentoring a team of 8 Project/Client Managers and 4 Print Production team members.My responsibilities extended to collaborating seamlessly with content creation teams, ensuring the timely completion of all print newsletter projects while meeting monthly and seasonal printing and shipping deadlines. Leveraging my experience, I optimized and streamlined project management processes by developing an array of documents and Google Sheets databases. These tools were instrumental in tracking and managing project lifecycles, ensuring efficiency, and consistently meeting critical deadlines.In a leadership capacity, I assumed responsibility for all Customer Escalations, demonstrating strong problem-solving and conflict-resolution skills. Additionally, I played a pivotal role in HR decisions for the Project Management and Production Teams, ensuring team alignment with organizational goals. My involvement in strategic planning sessions contributed valuable insights, actively shaping monthly, quarterly, and yearly company goals. This multifaceted role encapsulated not just project management but strategic leadership and organizational development within a dynamic marketing company.