Aug 2024 – Apr 2025 · 8 mos

• After a rewarding tenure at VTS, my position was eliminated due to organizational changes. During this transitional period, I dedicated time to professional development, networking, expanding my industry knowledge, and engaging in volunteer work. These experiences have further enriched my skills in operational efficiency, cross-functional collaboration, and customer-centric strategy.

Mar 2024 – Aug 2024 · 5 mos

• Optimized CS workflows and processes, increasing team productivity by 30% through enhanced operational efficiency.
• Developed and delivered enablement programs and resources, including presentations and training materials, for internal teams and stakeholders.
• Coordinated cross-functional initiatives to improve team productivity and streamline workflows.
• Launched the first automated program for low-touch customers, delivering key communications and self-service resources, leading to a 27% increase in engagement.

May 2022 – Mar 2024 · 1 yr 10 mos

• Handpicked by VP of CS Operations to lead the first global ops team, standardizing SOPs across three acquired companies.
• Audited and optimized the tech stack with IT, cutting excess costs while improving system alignment and efficiency.
• Led Gainsight implementation, enhancing data consistency, reporting, and cross-functional collaboration & maintained a 50% MoM adoption rate.

Oct 2021 – May 2022 · 7 mos

• Managed VIP customer accounts, delivering tailored solutions and executing high-touch engagement strategies to drive satisfaction and retention.
• Planned and executed VIP customer launch events, increasing app adoption by 20% and strengthening customer relationships.
• Optimized the perks partnership program, securing key partnerships to provide exclusive discounts and enhance customer engagement.

Feb 2021 – Oct 2021 · 8 mos

• Facilitated smooth customer onboarding and app implementations for accounts averaging $1.1M ARR, ensuring timely milestone completion.
• Revamped the customer intake survey, improving user experience, streamlining data collection, and enhancing onboarding efficiency.
• Managed a portfolio of ~70 low-touch customers, driving retention, identifying upsell opportunities, and providing post-implementation support.

Nov 2020 – Jan 2021 · 2 mos

• Carefully chosen in the top 2% of candidates for the first cohort designed for high-potential individuals preparing for a CS role in Saas
• Trained and mentored through 300+ hours of Customer Success skills by instructional coaches & industry professionals

May 2020 – Nov 2020 · 6 mos

• Due to the effects of COVID-19 and the state of the economy taking a massive hit to the hospitality and food & beverage industry, I unfortunately lost my beloved job as a Private Dining Sales Manager where I excelled in my role. I used this time for professional development which ultimately led to a career transition into Customer Success where I felt my skills were transferable and my passion for relationship-building could really thrive.

Jun 2018 – May 2020 · 1 yr 11 mos

• Managed high-volume client accounts and coordinated all event logistics for 10-75 monthly private events, including venue management, vendor negotiation, and budget oversight.
• Cultivated strong client relationships to generate $1.2M in annual private dining sales, a 2.7% increase through strategic planning and execution.

Jul 2017 – Jun 2018 · 11 mos · Chicago, Illinois, United States

• Expanded network of 1,000+ stakeholders and managed relationships with 20+ clients monthly, driving business growth and customer satisfaction.
• Ensured seamless event execution by proactively addressing client concerns, fostering trust, and delivering effective solutions.

Sep 2015 – Jul 2017 · 1 yr 10 mos · Chicago, IL

• Orchestrated trade shows with 10-50 enterprise sponsors and 200+ attendees, proactively anticipating client needs, including managing logistics, coordinating vendors, and ensuring seamless execution.
• Designed and executed engaging convention experiences that enhanced brand visibility and strengthened business partnerships through cross-functional collaboration with design and marketing teams.

Sep 2014 – Aug 2015 · 11 mos · Chicago, Illinois, United States

• Supported the Director of Sales with the day-to-day management of key accounts
• Coordinated the performance of 10+ client events monthly, delivering meeting objectives
• Continuously improved daily office operations ensuring internal stakeholders have the tools to deliver desired outcomes

Jan 2014 – Aug 2014 · 7 mos · Chicago, Illinois, United States

• Influenced consumer sales by creating weekly demonstrations & events showcasing Mariano’s brand products
• Provided training to staff and product ambassadors at 15 new store openings
• Supervised catering department ensuring customer satisfaction and retention

Aug 2013 – Oct 2013 · 2 mos

Jul 2013 – Jan 2014 · 6 mos

Aug 2011 – Jul 2013 · 1 yr 11 mos · Chicago, IL