Professional Experience
Jan 2018 - Now
Resume Writer/Editor
Completing freelance projects since 2018. After the abrupt change in my career, I decided to provide resume writing services full time for other jobseekers.
April 2023 - September 2023
Senior Manager, Customer Escalations
Directed customer operations, escalation resolutions and the collections strategy, effectively reducing outstanding receivables and ensuring the delivery of exceptional customer experiences. Successfully recovered $640k for Q2 2023.
Led and mentored a team of remote Support and Collections Specialists, establishing skill-based roles, specializations and career pathing to create a high-performing, customer-centric environment.
Instituted executed Standard Operating Procedures based on root cause analyses, reducing customer escalations by 41% through proactive measures and operational efficiencies.
January 2023 - April 2023
Laid Off
I found myself #opentowork, along with 263,180 other professionals in 2023 (to date).
2020Â - 2023
Department Manager, Customer Care Operations
- North America
Crafted and implemented a detailed program strategy for Customer Care & Customer Experience Operations and Roadside Assistance programs. Oversaw operational strategies, budget oversight and workforce management, navigating dynamic priorities from rapid 44% user growth in first quarter, aligned with GTM timeline and milestones.
Launched a white-glove experience providing technical support, roadside assistance, or account management.
Pioneered the Customer Feedback program, driving data-informed Voice of the Customer insights to internal stakeholders. Consistently achieved 95.3% positive experience sentiment through keyword analysis.
Championed an Employee Recognition Program to foster high morale, gaining 85% departmental adoption.
2018 - 2020
Manager of Customer Support & PAG
Developed a successful Support Team from the ground up. Created hiring requisitions followed by training and onboarding, then managed the team comprised of international and nationally based remote agents.
Gained ownership of the Provider Advocate Group under Agero, Swoop's parent company, based in the contact center in Clarksville, TN.
Re-engineered national customer support team channels routing, structure and performance standards, and self-service methodologies.
2016 - 2018
Manager, Global Customer Success
Managed customer success for 11,000 customers. Identified agent and team KPI's.
Led a geographically diverse team of Customer Success Managers, establishing a 'Follow-the-Sun' approach for continuous technical support coverage and managing a 57% increase in user growth.
Strategically implemented an RMA process that safeguarded over $1M in recurring SaaS subscriptions.
Upheld a 99% CSAT rating across Customer Success, and met a 24 hour SLA internally and externally.
Leveraged in-house diagnostic tools to identify and rectify inconsistencies in IoT data reporting and asset functionality, decreasing backlog within one month by 87.5% after enacting improvements with Engineering and Leadership.
Skills and Expertise
As a lifelong learner, I’m constantly expanding my skill set through professional and personal experiences. Below you will find some of my key abilities, along with how these skills have led to success.
I have gained 9+ years of experience as a people-manager. Much of my learnings have been from the positive examples set for me. I am fortunate to have impactful mentors and leaders in my life. I strive to be a resource and champion for my teams, to empower them to perform at their highest.
Giving Back
Volunteering is not only an important part of my life, but also plays a big role in my personal philosophy. Take a look below to learn more about my philanthropic activities and contributions throughout the years.
7 Cups
Volunteer Listener
7 Cups is a website that provides online therapy and free support to people experiencing emotional distress by connecting them with trained listeners. The listener, trained in active listening, interacts with the person seeking help via an anonymous and confidential chat.
City of Moreno Valley
Social Media Admin
Acted on-call to create, publish, edit and promote new posts on Moreno Valley Animal Shelter's social media Facebook page regarding animals at risk of being euthanized and other updates. Interacted with followers daily, and reported to the Senior Administrator through regular Skype meetings.
Rebuilding Together
Volunteer Helper
Helping people in need to get back on their feet by working together as a team. Tasks ranged from clearing debris, getting rid of old household items, constructing necessary additions to damaged areas of the home or deck, and sprucing up yards.
Studies
2010 - 2022
De Anza College
A.A., Management
Enrolling immediately after receiving my Diploma from Monta Vista, I was fortunate to find myself immersed fully in the workforce shortly after, even balancing multiple roles simultaneously. Due to this, I made the decision to pause my pursuit of an Associates of the Arts degree in 2013. However, during the pandemic, I returned to De Anza college again, to finalize my education.
2004 - 2009
Monta Vista High School
Diploma
Lucky enough to attend one of the most prestigious high schools in the district. I graduated after 4 years of general education.
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