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
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.
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.
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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Resume Overview
School Attended
- McKendree University
Job Titles Held:
- Manager, Account Management
- Customer Support Manager - Cash
- Lead Patient Advocate
Degrees
- Bachelor of Arts
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