Senior Client Support Specialist | Aug 2019 – Jan 2026
Client-facing role supporting the full customer lifecycle during a period of company growth, platform expansion, and role specialization.
Key Contributions
Supported SaaS customers across onboarding, training, adoption, troubleshooting, retention, and ongoing platform guidance.
Acted as a primary escalation point for complex technical issues related to platform performance, MLS configurations, integrations, and feature behavior.
Initially owned onboarding, training, adoption, retention, and cancellation workflows, later evolving into complex technical support, backend operations, documentation, and escalation management.
Identified gaps in cancellation handling and designed a formal cancellation policy, including standardized forms and submission timelines, improving consistency and internal workflows.
Led retention and cancellation conversations earlier in customer tenure, later managing cancellation execution and policy enforcement from an operational perspective.
Rebuilt, expanded, and continuously maintained the Help Center, authoring the majority of documentation, standardizing categories, and pairing articles with walkthrough videos to improve self-service adoption.
Managed Zendesk Support operations and knowledge base, resolving platform-level issues and improving internal response processes.
Led billing outreach and renewal support in partnership with finance, including past-due follow-ups, cancellations, and account resolution.
Partnered cross-functionally with Product, Engineering, Sales, Onboarding, Billing, and Finance to resolve escalations and improve workflows and customer experience.
Customer Success Manager | Apr 2018 – Dec 2018
Client-facing customer success role focused on relationship management, service delivery, and operational alignment with offshore teams.
Key Contributions
Served as the primary point of contact for clients, managing customer relationships, satisfaction, retention, and overall service delivery.
Coordinated directly with offshore supervisors and managers, acting as the escalation point for operational, performance, and staffing concerns.
Oversaw day-to-day communication between clients and offshore teams to ensure alignment, accountability, and service quality.
Led client interviews and hiring alignment by evaluating candidate fit against client needs, role requirements, and expectations.
Supported operational planning and staffing decisions to ensure client coverage and performance expectations were met.
Led contract negotiations with Universal Music Group, successfully doubling the account size within one month.
Customer Success Manager | Mar 2016 – Apr 2018
Post-sales customer success role managing adoption, retention, and expansion for enterprise SaaS platforms.
Key Contributions
Managed post-sales adoption and long-term success for SaaS platforms across the full customer lifecycle.
Drove account expansion and renewals, increasing managed account revenue by over $100K.
Retained 98 percent of managed accounts, generating more than $1M in annual recurring revenue.
Built and maintained strong relationships with large enterprise clients including Google, Facebook, StubHub, and Groupon.
Served as a trusted advisor to client stakeholders, supporting platform adoption, value realization, and long-term partnership.
Career Services Advisor | Sep 2013 – Mar 2016
Advisory and relationship-driven role focused on career readiness, placement outcomes, and employer partnerships across multiple academic programs.
Key Contributions
Advised and coached students and graduates across HR, Accounting, IT, Business, and Culinary programs, supporting career readiness and placement outcomes.
Achieved a 70 percent job placement rate by providing structured guidance on resumes, interview preparation, and job search strategy.
Tailored career coaching to individual goals, strengths, and employment objectives to improve long-term outcomes.
Built and maintained employer relationships to expand hiring pipelines and placement opportunities.
Supported program-specific career development initiatives and employment readiness efforts.
Retail Store Manager / Area Trainer | Mar 2011 – Feb 2013
Leadership role managing store operations, team performance, and training across multiple retail locations while maintaining individual sales accountability.
Key Contributions
Managed hiring, scheduling, training, coaching, and performance development for retail teams.
Carried an individual sales quota while also being accountable for overall store sales performance and quota attainment.
Delivered training across multiple store locations to ensure operational consistency and alignment.
Improved individual and team sales performance through targeted coaching, process standardization, and active customer engagement.
Led customer experience initiatives to maintain high satisfaction metrics and repeat business.