For the years I have been fortunate to work through the Customer Success spectrum, I have dedicated my product knowledge, business insights, and empathy towards strengthening the bond between user and product.
With each firm I have worked with throughout this journey, I have been motivated by the question, “Are you willing to make yourself and the people around you better?”
Senior Customer Success Specialist
As a founding member of the Customer Success team at Squarespace I have reveled in pioneering new techniques and strategies in connecting customers with our platform. Internally, I have worked with multiple teams to mitigate common pain points for our customers in order to reduce churn and increase product adoption.
Manages Customer Success projects that push forward business initiatives
Consults with merchants on how best to use Squarespace for eCommerce
Conducts virtual meetings via Zoom in order to secure adoption from trial customers
Onboards and oversees VIP accounts to ensure client satisfaction with product
Launches email campaigns via MailChimp
Facilitates training of new hires by giving presentations on the Squarespace platform as well as
G Suite, SEO, Domains, Zendesk, and eCommerceCreates customer-facing resources including auto-response emails, scripts, and guides
Serves as Customer Operations point of contact for the DIFM ecosystem which connects independent web design contractors with prospective clients
Writes reports analyzing results and execution of Customer Success experiments
Redesigned and implemented the onboarding process for the Customer Success team
Led the Customer Success Team on establishing the support channel of screen share
Received Customer Operations Spotlight Award
Sales Support Coordinator
From 2012 to 2015 I was a Sales Support Coordinator within the Ed Tech Sector at Amplify and John Wiley & Sons. This post sales role provided me with years of experience in working with Salesforce as well as trained me on how best to cultivate accounts by generating interest in the full product suite that these companies offered.
Executed multiple sales requests, such as new account creation, invoicing, and purchase order processing via Salesforce
Collaborated and consulted with key stakeholders in Marketing, Sales, Client Operations, and Finance to assist with key business initiatives
Supported In-House Representatives with sale of texts and software
Scouted for prospective clients through market research and Salesforce
Facilitated communication between customers, national sales team, and internal resources
Maintained post-sales relationships with clients
Assistant Store Manager
I honed my Customer Service skills behind a Starbucks counter garbed in a green apron. From 2008 to 2012, I worked to create a positive shopping experience for each customer who entered my store. In 2010, I was promoted to Assistant Store Manager at one of New York City's busiest Starbucks. Here I learned that leadership is ultimately built on optimism, respect, and the drive to improve those around you.
Oversaw New York City’s second busiest Starbucks with an annual revenue of $3.5 million
Maximized store efficiency through versatile labor management
Managed a team of eight in day-to-day tasks and provided skills training
Insured high customer satisfaction and built consumer loyalty through delivery of superior service