(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Forward-thinking servant-leader with a proven record of accomplishment in driving customer satisfaction. Driven and ambitious change manager dedicated to continuous business improvement focused on enhancing revenue and streamlining business operations.

  • Talent Development
  • Project Management
  • Cross Functional Team Leadership
  • SQL
  • Process Improvement
  • Strategic Planning
  • Data Collection & Analysis
  • SFDC + Service Cloud Implementation

Six Sigma Yellow Belt Certified Professional - AIGPE

McKendree University Lebanon, IL Expected in 05/2017 Bachelor of Arts : Business Administration And Management - GPA :
Work History
Amazon.Com, Inc. - Manager, Account Management
Dulles, VA, 02/2019 - Current
  • Exceeded 98% retention goal by implementing new marketing strategies to the unmanaged book of business.
  • Led teams focused on client communication and task management to enable a smooth experience for all corporate clients, surpassing 95% customer satisfaction goal.
  • Increased operational efficiency by 40% through Salesforce automation improvements.
  • Retained 100% of employees on my team through the transition from Square to Doordash while quickly pivoting the teams functions to better support the evolving needs of Doordash.
Square - Customer Support Manager - Cash
City, STATE, 01/2015 - 02/2019
  • Awarded top performer in leadership across phone, email and SMS channels for 8 consecutive quarters.
  • Improved customer satisfaction by 37% QoQ by launching omni-channel support for US Customers.
  • Created customer support strategy for team of 350+ to increase Cash App customer retention by 43%.
  • Increased internal promotions by 200% for underrepresented talent by building out an apprentice lead program that allowed 6 support advocates to gain key leadership experience.
Cardon Outreach - Lead Patient Advocate
City, STATE, 05/2013 - 09/2015
  • Coached and developed 11 individual contributors across 3 sites.
  • Improved site productivity by 135% YoY by implementing a CRM tool.
  • Led educational seminars and lectures at local community mental health centers to expand awareness of mental health symptoms and issues.
  • Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.

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School Attended

  • McKendree University

Job Titles Held:

  • Manager, Account Management
  • Customer Support Manager - Cash
  • Lead Patient Advocate


  • Bachelor of Arts

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