HomeStack | Aug 2019 – Jan 2026
Increased one-touch ticket resolution by 15%.
Reduced overall ticket resolution time by 25%.
Maintained a 90-minute average first response time.
Supported and retained long-term and legacy client accounts.
Rebuilt the Help Center from the ground up, creating nearly all documentation and all Help Center videos.
At HomeStack, I worked directly with customers throughout the full lifecycle, providing both client success and client support in parallel. From the beginning of my role, I supported customers across support, onboarding, training, adoption, account management, retention, renewals, and escalations.
This role required balancing proactive success work with reactive support needs, often within the same day. I remained consistently customer-facing and owned issues end-to-end, from initial request through resolution or long-term follow-up.
During my first several years at HomeStack, I led onboarding and new client training, conducted account check-ins, and supported customers as they implemented and adopted the platform. I helped clients understand product capabilities, configure their sites, and navigate MLS requirements while also handling day-to-day support needs.
Throughout my entire tenure, I provided hands-on client support, troubleshooting platform behavior, MLS configurations, integrations, and data issues. I served as a primary point of contact for customers experiencing technical or time-sensitive issues and managed many cases independently from start to finish.
As the company grew, I transitioned away from routine onboarding and new-client training while continuing to own long-term legacy accounts from a client success standpoint. I supported existing customers through platform updates, feature releases, optimization efforts, and migrations to newer software versions.
At the same time, my role expanded into senior-level support operations and escalations. I became the primary escalation owner for complex and high-impact issues that required coordination across Product and Engineering.
I led Zendesk support operations, contributing to workflow design, escalation paths, response standards, and internal documentation. My work helped improve efficiency and consistency across support while maintaining a strong customer experience.
I rebuilt and maintained the Help Center, authoring most of the documentation used by customers and internal teams. This content reduced repetitive tickets, improved self-service adoption, and standardized internal knowledge.
I also designed and implemented structured cancellation and retention workflows, partnering with Finance and Operations to ensure clear and consistent processes.
Served as the primary escalation owner for complex technical issues involving MLS rules, integrations, and platform limitations.
Led Zendesk support operations, contributing to measurable improvements in resolution speed and efficiency.
Built and maintained the Help Center from the ground up, significantly improving internal alignment and customer self-service.
Designed structured cancellation and retention workflows used across teams.
Acted as a trusted cross-functional partner to Product, Engineering, Sales, Onboarding, and Finance.
Known internally as a calm and reliable owner during high-stakes customer situations.
This role represents the most comprehensive and complex scope of my career, combining client success leadership, technical support expertise, operational ownership, and cross-functional collaboration in a fast-moving SaaS environment.
Helpware | Apr 2018 – Dec 2018
Managed a diverse portfolio of client accounts ranging from early-stage small businesses to large enterprise organizations.
Served as the primary client-facing owner for delivery, satisfaction, and long-term outcomes on assigned accounts.
Supported account expansion and revenue growth within existing client relationships.
Acted as the escalation point between clients and offshore delivery teams.
At Helpware, I managed the full client success lifecycle for organizations using outsourced support, operations, and professional services teams. Clients ranged from newly formed businesses to large, established organizations across multiple industries.
I served as the primary point of contact for clients, owning relationships from onboarding through ongoing delivery, performance management, and account growth.
I coordinated closely with offshore supervisors and managers, handling staffing, performance, and delivery escalations. I oversaw day-to-day communication between clients and delivery teams to ensure alignment, accountability, and service quality.
I also led client interviews and hiring alignment, evaluating candidates based on client needs, role requirements, and long-term fit. This ensured teams were properly staffed and positioned to support client outcomes.
In addition to relationship management, I supported account growth through trust-building and strategic conversations. I led contract negotiations for a major client, doubling the account's size within one month.
This work required a strong understanding of client goals, operational constraints, and the realities of scaling teams through outsourced service models.
Owned client relationships for outsourced service engagements.
Supported clients ranging from small startups to large enterprise organizations.
Coordinated offshore teams to meet client expectations and delivery requirements.
Led hiring alignment and candidate evaluation for client-specific roles.
Managed escalations related to staffing, performance, and delivery.
Led contract negotiations resulting in rapid account expansion.
This role strengthened my ability to manage enterprise client relationships while balancing delivery execution, offshore team coordination, and account growth.
FocusVision | Mar 2016 – Apr 2018
Retained 98% of managed enterprise accounts.
Supported over $1M in annual recurring revenue.
Drove more than $100K in account expansion and renewals.
Managed global enterprise clients across multiple SaaS platforms.
At FocusVision, I owned post-sales customer success for global enterprise SaaS clients across multiple platforms. I managed onboarding, adoption, renewals, escalations, and expansion, acting as a strategic partner to customers throughout the relationship.
This role required a strong balance of relationship management and execution, ensuring clients realized ongoing value while aligning internal teams to support long-term success.
I managed a portfolio of large enterprise accounts, supporting customers through the full lifecycle from initial onboarding to renewals and expansions. I partnered closely with internal teams to address escalations, platform usage challenges, and evolving client needs.
My work focused heavily on adoption and retention, helping customers integrate the platform into their workflows and maximize its long-term value.
In addition to retention, I drove account expansion and renewals, increasing managed account revenue by more than $100K. Through consistent relationship management and proactive engagement, I retained 98% of my managed accounts, contributing to over $1M in annual recurring revenue.
I supported enterprise clients, including Google, Facebook, StubHub, and Groupon, maintaining strong relationships with stakeholders across global teams.
Owned enterprise customer success relationships across multiple SaaS platforms.
Drove high retention and renewal rates across a global client portfolio.
Led account expansion conversations resulting in significant revenue growth.
Served as a trusted strategic partner to large enterprise clients.
Collaborated cross-functionally to resolve escalations and support client outcomes.
Supported high-profile global customers with complex needs and expectations.
This role deepened my experience in enterprise SaaS customer success, retention strategy, and revenue growth with global, high-profile clients.
Institute of Technology | Sep 2013 – Mar 2016
Maintained a 70%+ job placement rate across multiple academic programs.
Supported students and graduates across HR, Accounting, IT, Business, and Culinary programs.
Built and maintained employer partnerships to expand hiring pipelines.
Coached hundreds of students through job readiness and career transitions.
As a Career Services Advisor, I supported students and graduates through the transition from education to employment. I worked across multiple programs, providing individualized career guidance and job placement support tailored to each student’s background, goals, and industry.
This role required a strong balance of coaching, accountability, and relationship-building with both students and employer partners.
I provided one-on-one career coaching focused on résumé development, interview preparation, job search strategy, and professional communication. I helped students translate academic experience into marketable skills and coached them through real-world hiring processes.
I also built and maintained relationships with employers across multiple industries, developing hiring pipelines and identifying placement opportunities aligned with student skill sets and program outcomes.
Through structured coaching, consistent follow-up, and employer engagement, I achieved a 70% job placement rate across supported programs. Many students entered their first professional roles through these partnerships, setting the foundation for long-term career growth.
This role strengthened my ability to coach, advocate, and guide individuals through high-stakes transitions, skills that continue to inform my work in customer success and client-facing leadership roles.
Advised students across multiple academic programs on career readiness and job placement.
Maintained a 70%+ placement rate through individualized coaching and employer partnerships.
Built employer relationships to expand placement opportunities and hiring pipelines.
Provided interview coaching, résumé guidance, and job search strategy support.
Helped students navigate career transitions with clarity and confidence.
This role built the foundation for my coaching, advocacy, and relationship-building skills, which continue to inform my work in client success and customer-facing leadership.
Wireless Lifestyle | Mar 2011 – Feb 2013
Managed daily operations for a high-volume wireless retail location.
Trained and onboarded new hires across multiple stores as an area trainer.
Consistently met or exceeded sales and performance targets.
Improved team performance through hands-on coaching and process standardization.
At Wireless Lifestyle, I served as both a Retail Store Manager and an Area Trainer, balancing store-level leadership with regional training. I was responsible for overall store performance while also supporting talent development across multiple locations.
This role required strong leadership, effective communication, and the ability to coach individuals with varying levels of experience in a fast-paced retail environment.
As Store Manager, I oversaw day-to-day operations, including sales performance, customer experience, inventory management, scheduling, and staff development. I worked directly with customers while also supporting and coaching team members on the floor.
I was responsible for meeting sales goals, maintaining brand standards, and ensuring a consistent, positive customer experience.
In my role as Area Trainer, I trained new hires across multiple stores, providing onboarding, product education, sales coaching, and performance feedback. I helped standardize training processes to ensure consistency across locations.
I worked closely with leadership to identify skill gaps, support underperforming team members, and develop high-potential employees.
Managed retail store operations while maintaining a strong customer experience.
Trained and onboarded new employees across multiple store locations.
Provided hands-on sales coaching and performance feedback.
Supported team growth through structured training and mentorship.
Balanced individual customer service with leadership and training responsibilities.
This role laid the foundation for my leadership, coaching, and customer-facing skills, many of which continue to shape my approach to client success and team development today.