John VanPortfleet

Experience

• 

  Grand Rapids Parks and Recreation

  Apr 2008 - Dec 2012

  Lifeguard - Lifeguard Instructor - Pool Manager

  Responsible for running Lifeguard Certification Training (including Water Park Certification), conducting in-service training, maintaining daily operations of the pool facility, managing on-duty and off-duty lifeguard staff and facility attendants.

• 

  Edgenuity Inc.

  Jan 2011 - Jan 2021

  Led the Account Management department at Edgenuity Inc., implementing growth strategies and analyzing data to improve account maintenance:• Developed and implemented consistent processes for account management.• Collaborated with cross-functional teams to drive growth strategies.• Analyzed data on account interactions to identify key improvement areas. In my role as a Customer Experience Manager, I led the Strategic Account Management team, coordinated with Product Management on customer solutions, and collaborated with cross-functional teams to enhance the customer experience. As the Client Services Manager, I oversaw a regional team of Implementation Coaches and Partnership Advisor, ensuring seamless coordination with sales to ensure customer success and renewal. My role involved providing essential escalation and project support to maintain high client satisfaction levels. In my role as a Senior Partnership Advisor at Edgenuity Inc., I managed strategic member districts in the Northeast Region, overseeing project planning, implementation, and ongoing support. • Supported Account Executives with presales activities, including demos and presentations.• Provided high-level customer support and proactive account management to ensure client satisfaction. • Assisted districts and schools with Implementation Design and Planning, Curriculum Customization, Teacher/Staff Training, Data Analysis, and ongoing Support.• Collaborated with educators to customize curriculum to meet specific needs and goals.• Conducted training sessions to enhance teacher and staff skills in implementing educational programs effectively. • Assisted Account Executives to provide exceptional service to member districts, assess needs, and assist with sales.• Contributed to securing renewal business, attended conferences, and facilitated new bookings. • Assisted districts and schools with Implementation Design and Planning, Curriculum Customization, Teacher/Staff Training, Data Analysis, and ongoing Support.• Collaborated with educators to customize curriculum to meet specific needs and goals.• Conducted training sessions to enhance teacher and staff skills in implementing educational programs effectively.

  • Director of Account Management

    Oct 2019 - Jan 2021

  • Customer Experience Manager

    Jul 2016 - Oct 2019

  • Client Services Manager - Northeast

    Sept 2015 - Jul 2016

  • Senior Partnership Advisor

    Jan 2014 - Sept 2015

  • Professional Development Consultant

    Jan 2013 - Dec 2013

  • Sales Associate

    Mar 2012 - Dec 2012

  • Professional Development Consultant

    Jan 2011 - Mar 2012
• 

  Imagine Learning

  Jan 2021 - now

  As the Senior Customer Excellence Director at Imagine Learning, I serve as a key liaison between Product, Engineering, and Customer Experience. My role involves leading multiple teams, including Product Specialists, Reporting and Analytics. and Quality Assurance & Training. We develop and implement strategies for training programs and data reporting to enhance the overall customer experience.

  • IT Director

    Nov 2024 - now

  • Senior Customer Excellence Director

    Jan 2021 - Nov 2024