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.
Skills
Talent Development
Project Management
Cross Functional Team Leadership
SQL
Process Improvement
Strategic Planning
Data Collection & Analysis
SFDC + Service Cloud Implementation
Certifications
Six Sigma Yellow Belt Certified Professional - AIGPE
Education
McKendree UniversityLebanon, ILExpected in 05/2017 ā āBachelor 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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