Work experience

• Customer Success Coordinator

  HealthEdge

  2024.04-Current

  (a year)

  (1 year 5 months) 1 year 9 months
• Technical Account Manager

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  2023.02-2023.07

  (6 months)

  Assisted in budget/resource planning for 20 customer projects, resulting in a 15% reduction in overall project costs while maintaining quality standards. Supported the start-up of 25 customer projects, resulting in a 20% increase in project initiation efficiency and a 30% decrease in project kick-off time. Assisted IT Solution Owner in planning activities for 15 customer projects, ensuring seamless transition and allocation of resources, resulting in 25% faster project planning. Tracked project status for 30 customer projects, leading to a 25% improvement in project visibility and enabling proactive risk mitigation. Coordinated with project managers and IT managers, optimizing project workload distribution and improving overall project efficiency by 15%. Implemented SmartSheet for customer project tracking and management, resulting in a 20% increase in project data accuracy and a 30% improvement in project reporting efficiency. Streamlined project communication channels using SmartSheet, leading to a 25% reduction in email correspondence and a 20% improvement in information accessibility. Utilized SmartSheet automation features to optimize project workflows, reducing task completion time by 20% and improving overall project efficiency. Implemented SmartSheet dashboards for project portfolio management, providing real-time insights into project status and performance, resulting in a 25% increase in decision-making efficiency. Developed custom SmartSheet reports for executive stakeholders, improving data visualization and enabling informed decision-making, resulting in a 30% increase in stakeholder satisfaction. Integrated SmartSheet with other project management tools, streamlining data exchange and improving cross-functional collaboration, resulting in a 20% increase in project coordination efficiency.
• Customer Success Manager

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  2021.11-2023.01

  (a year)

  (1 year 3 months) -Onboarded new customers to Redox, technically and operationally enabling a successful introduction to the platform -Strategized with the customer on how they can plan their development and pipeline to achieve their interoperability goals -Supported customer sales operations as they seek to expand their network of integrated healthcare organization partners -Built and maintained long term relationships with key customer executives, product owners, implementation teams, and others -Engaged with other cross team roles at Redox and being a single point of contact -Managed cross-team initiatives to remove acute and long-term barriers to customer success -Collected customers' feedback, desired outcomes, and product requests, and represented their perspective to the Redox engineering, marketing, product and other internal teams -Supported and facilitate customer renewals, amendments, new product opportunities, and upsell in coordination with the sales and partnership teams -Maintained documentation of activities with customers in Gainsight, Salesforce, Confluence, and GDrive -Executed and led in person and virtual quarterly business review to evaluate customer metrics and milestones with the Redox platform -Maintained a 91% GRR among book of business
• Customer Success Specialist

  Issuu

  2021.03-2021.11

  (9 months)

  1 year 9 months - Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offerings, features, and future improvements to the system - Established new onboarding and mid customer journey touch point sequence through email campaigns and direct phone and zoom engagement to onboard new users which reduced churn of new users from 50% to 30% - Developed, managed, lead, and tracked North American and European workshop series to scale domestic and international customer engagements resulting in a 41% increase of active feature usage among the attendees of the workshop and creating a sales lead pipeline resulting in $2000 in upsells per week - Responsible for executing personalized training and adoption plan for B2B and enterprise level customers from partnership kickoff to successful account renewal and expansion in collaboration with the sales team, effectively reducing the time it takes for customers to see value with Issuu - Collaborated with product, UX, and marketing team to develop in product messaging in Intercom to engage with new and pre-existing customers resulting in 500+ upsells in accounts and 11% increase in active feature usage - Gathered customer success stories to increase likelihood of success for the establishment of partnerships for the business development team - Reported product bugs, new feature requests, and feature improvements to internal stakeholders as a customer advocate -Served as a strategic, trusted advisor to customers by providing enablement, recommendations, and best practices on how Issuu can address the customer's business goals, needs, and pain points - Proactively track account adoption, success metrics, and risk factors, to ensure achievement of critical customer milestones and positive customer outcome (account renewal and upsell) -Develop, lead, and deliver effective C-level presentations and Business Reviews.
• Customer Success Associate

  Tesla

  2020.03-2021.02

  (a year)
• Customer Support Specialist

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  2019.01-2020.03

  (a year)

  (1 year 3 months) - Managed vehicle accessories, merchandising, and spare parts replacements and shipping in North America via coordination with e-commerce and logistics, resulting in a 97% completion rate in reship requests, processing 4000+ reships request and over 300+ adhoc requests -Reviewed customer inquiries via email and inbound calls, diagnosing the cause impacting the customer experience, setting and managing customer expectations - Specialization in the Tesla aftermarket commerce experience with proficiency in vehicle accessories, garment fitment, website experience, shipment process flow, and product use. - Performed outbound calls to customers and logged calls/recorded inquiries and concerns within SFDC/TCC and followed up to resolve customer issues resulting in over 500 closed logged calls per month, increasing service level agreement (SLA) of commerce customer experience by 13% - Provided technical concepts/solutions to customer product use cases and guided a strategy to deliver positive results for customers driving product adoption and value - Provided customer feedback regarding product gaps to product management and engineering leading to improvement in Tesla products and accuracy of product description - Drove sales by identifying customer needs by providing suggestions on various vehicle accessories and merchandising items and coordinating customer contact with requested internal groups - Onboarded and trained additional CSS with messaging, tool training, product knowledge/management, and best practices - Managed client information and invoice within Tesla’s CRM (SFDC)

Educational experience

• University of California, Davis

  BS

Certificates