Experience

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  Amazon conservation team

  Jan 2012 - Jun 2012

  Media and communications assistant

  Produced high-quality promotional videos, and creative messaging for community outreach and potential donors. This experience strengthened and expanded my communication skills through a unique visual means that has been invaluable ever since.

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  Worldcare international, inc.

  Feb 2013 - Aug 2016

  Effectively built cohesive multi-disciplinary teams to rally behind the strategic vision and translated it into execution. Led the organization through the significant journey of creating a strategic plan from scratch for expanding the provider network, helped design the user interface for the new case management platform, and produced high-quality promotional videos which received marketing awards (listed below). Delivered highly complex assistance to three Senior Executives through research, data synthesis, reporting, contract production, and spearheading proposals. Also ensured ongoing administrative tasks were accomplished tactfully and confidentially in a way that supported each Executive's unique business initiatives and objectives.

  • Project Manager, Provider Relations and Operations

    Mar 2015 - Aug 2016

  • Executive Assistant

    Feb 2013 - Aug 2016
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  Cylance inc.

  Aug 2016 - Sept 2018

  Engagement manager, consulting services

  Led the Project Management of Cylance Consulting Services engagements from inception to completion. Responsible for project resources, rollouts, tracking milestones, and deliverables, as well as commanding seamless customer communications to ensure the smooth delivery of several consulting verticals in a high-volume, fast-paced capacity. Coordinated across a variety of teams, including leadership, information technology, implementation, sales, and product support in order to provide in-depth knowledge of services. Focused on building relationships, managing client expectations, and championing client needs by identifying and developing conceptual solutions and business requirements. Show less

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  Blackberry

  Sept 2018 - Aug 2021

  Sr. engagement manager, blackberry security services

  Owned multiple security engagements over $1M to ensure customer success and a seamless experience. Internally created and implemented custom project management platform, service operations request tracker, and quality assurance process. Led Resource Management team of three.

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  Cyvatar

  Aug 2021 - now

  The Manager of Member Experience (MX) is a hybrid role that includes Account Management, Renewals/Upsells, Relationship Management, Customer Success Management, Project Management, & Experience Management. MX Managers represent the Cyvatar Members’ (customers) best interest & acts as their voice in all business strategy & decisions.- Manager of 2 direct reports & 4 indirect reports- Increased Net Promoter Score (NPS) from 0 to 23 within first 6 months- Improved Customer Satisfaction (CSAT) Score from 55% to 76%- Helped build the MX team from the ground up. Defined mission statement, charter, and inputs & outputs.- Partnered closely with Technical Delivery team to define, map, document, & implement all processes throughout the entire managed service experience.- Launched MX surveys to gather unique perspectives & feedback from Members & internal employees to identify opportunities for improvement & boost the overall experience.- Collaborated with cross functional teams to add value throughout each point of the customer journey by executing on improvement opportunities.- Identified gap in members’ understanding of roles and responsibilities. Led the creation of a RACI for each solution to easily align member expectations properly. This drove revenue throughout the pre-sales process.- Identified gap in transparency of onboarding tasks. Built detailed project plans in Asana to streamline solution onboarding. This increased the visibility, collaboration, & confidence of members by enabling the ability to track progress. - Led numerous internal uplift projects. Including the creation of internal knowledge base in Confluence to streamline processes for the MX & Delivery teams & implementation of Email to Support Case system.- Built, managed, & continually improved all customer facing collateral and documentation.- Collaborated with Legal teams to uplift all contracts, SOWs, & order forms for all customer purchases. Show less

  • Partnerships Lead

    Sept 2023 - now

  • Director of Member Experience & PMO

    Aug 2022 - now

  • Manager of Member Experience

    Aug 2021 - Jul 2022