• Develop the company's Customer Success function by implementing metrics methodology, revamping support portals using Freshdesk and then transitioning into Service Cloud by Salesforce.• Implement service policy changes to create a more customer positive approach.• Onboard and engage new clients to ensure success and adoption.• Grow and update knowledge base leveraging data from support metrics to improve customer experience and satisfaction.• Train support team members while reinforcing best practices, company policies and culture.• Provide pre-sale guidance to leads on compatibility and best practice for implementation.

• Educate clients on best practices and demonstrate a comprehensive understanding of the value and usage of Imprev’s products• Work with clients to establish key performance indicators and aid the customer in achieving their goals• Ensure a smooth client on-boarding process by making proactive assessments of client needs and goals and provide comprehensive product and support training• Recruit and train Customer Success team members while reinforcing best practices, company policies and culture• Collaborate with cross functional teams (Sales, Creative, Engineering, QA, Accounting, and Marketing) to ensure on-time and accurate delivery of client requests• Address customer/account escalations, creating solutions that result in a win for the customer in a timely and accurate manner

• Support Business Operations Manager with administration of payroll, time reporting management, and cash deposits• Implement process improvement measures for handling of high volume expense reports and invoicing• Process biweekly expense reports and monthly subcontractor payments, as well as trade payables• Onboard new consultants and subcontractors• Prepare and file city taxes and 1099s• Reconcile bank and charge accounts

•Manage UAT/Customer Service team•Support individual and small market sales •Coordinate on-boarding of small market brokerages and MLSs•Manage projects focused on internal and client centered enhancements•Oversee and conduct product training for corporate and retail clients

•Assist Major Accounts and Operations by providing back-up communications externally and internally to the company, and assist in the estimating and management of projects.•Provide leadership and direction for daily work for a team of CSRs •Advise and conduct final testing of new products, platform features and enhancements for functionality and accuracy before they are released to the customer.•Coordinate and conduct corporate and small group product trainings.•Educate users via consultative interactions and written communication.•Resolve account and basic technical questions via phone and email in a friendly, thorough, and articulate way.•Advise potential and existing customers regarding product offerings and optional enhancements.

•Personal Assistant to CEO/Property Manager with duties including public communications, scheduling, information management and auditing.•Manage shipping, supplies, facility scheduling/maintenance/occupancy, and tenant issues and communications.•Provide support for accounting processes.

•Assist the President and CEO, Executive Vice-President, and Managing Directors in communications, meetings, scheduling, travel arrangements and preparing itineraries.•Prepare and process payment authorization, expense reports, contracts and other sensitive documents. •Assist in all aspects of executing company-wide events.•Assist Organizational Leadership Alliance in compiling evaluations, feedback and Orientation materials. •Assist in projects with Outcomes and Quality Improvement by distributing documents internally and externally, as well as compiling evaluations and feedback for review.

•Coordinated 5 Diversity-Related Task Forces and managed their Directors•Conducted and performed outreach and recruitment to traditionally underrepresented populations for and on the behalf of student government.•Coordinated and conducted quarterly cultural sensitivity trainings for staff of 30.•Developed student leaders through internship program and campaigns and encourage student participation in improving student experience and access to education.

Worked in the Diversity Development Office:•Maintained information, committee and recruitment representation, class and conference presentations, correspondence, and research•Became the “go to” person for faculty, students, and staff for matters involving events, information requests, and task completion.•Twice presented at National Conference on Race & Ethnicity in American Higher Education. Recognized as a student leader by students and administration. Recruitment, retention and training program design.

•Executed bill and account reconciliation, accounts payable and receivable functions. •Refined systems for efficiency and accuracy, re-wrote company position manual.

•Lead store location to achieve consistent record breaking profits.•Strategized and implemented cost cutting, budget management, and sales. •Trained employees in technical aspects, high quality customer service, purchasing and merchandizing.

•Responsible for end-user accounts payable •Provide support for accounts receivable•Supervise 1-3 people including training •Filing and account/inventory reconciliation•Implement changes to filing process to improve efficiency and clarity.