Experience

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  Dun & bradstreet

  Jun 2016 - Aug 2017

  • Social Media Marketing Assistant

    Jun 2016 - Aug 2017

  • Business Continuity Management Intern

    Jun 2016 - Aug 2016
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  Equinox

  Jan 2018 - May 2018

  Training assistant

  • Developed and managed on-going relationships to ensure KPI goals were met.• Shadowed Equinox trainers/coaches and aided in conducting personal training sessions for client’s• Attended Equinox E.F.T.I. continuing education classes on personal training/coaching

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  Life time inc.

  Jun 2018 - now

  Member concierge specialist

  • Initiates, develops, and maintains positive relationships with all members and guests through active communication and engagement. • Utilize CRM systems to maintain 97% customer retention rate, analyze data and increase overall sales• Ensure accuracy of monthly reports, research finding, data analysis in a timely manner and in coordination with the end of the month close-out.• Conduct a high volume of cold calls to increase member acquisition and insure customer retention.• Successfully and consistently deliver ROI and value for our members by consulting for their needs while leveraging Life Time Inc. products.• Exceed monthly KPI’s by providing best in class service, consistent follow up and proactive outreach. • Key player for all Certified Retention, SOP’s, procedures, and product knowledge.• Oversee a base of 5,000 plus members.• Manage a book of business with over 600+ member subscriptions.• Oversee member activities department which include basketball, squash, yoga, pickleball.• Assist in 10k monthly sales in the basketball department. Assist in over 5k in sales in yoga events. Assist in over 15k in the squash department.• Contribute to cross-department strategy building and focus groups• Elevates the culture of service through outreach initiatives.• Manage and organize sensitive members records/files.• Work as technical support customer-facing and over the phone.• Showcase and exceed knowledge of company’s policies and procedures. Show less

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  Penn interactive

  Sept 2022 - Feb 2023

  Customer experience specialist

  • Provided superior customer support to drive loyalty and customer retention.• Responded to all customer inquiries efficiently and correctly.• Cross trained subject matter expert on Barstool and theScore platforms.• Worked with customers to resolve issues on their first interaction with us, follow-up with those requiring additional information and identify and escalate issues as appropriate.• Account Management- field calls, emails, and chat inquiries from customers• Processed cash flow payments for customers• Offered backend tech support and troubleshooting solutions• Conducted KYC background checks and fraud reviews• Advertised and answer inquiries in regards to wagering promos to patrons• Demonstrated strong customer focus and commitment to quality.• Followed all policies and procedures to ensure accuracy and consistency.• Used internal tools and systems to manage a productive workflow.• Documented all customer communication to promote a consistent experience across all support channels.• Contributed to the achievement of team goals and outcomes.• Utilized all resources and tools to troubleshoot and diagnose customer issues. Show less

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  Agio

  Feb 2023 - Jul 2023

  Customer success coordinator

  Data• Tracked leading indicators of customer health, churn, and customer adoption• Updated and consolidated information in various internal systems, including procurement of ordersProcess• Partnered with CSM counterparts to align tasks and deadlines for assigned accounts• Coordinated and scheduled meetings between customer and Agio teams• Ensured proactive governance activities are completed on scheduleCross-Functional Coordination• Ensured clear and consistent communication channels were established between Managed IT, XDR, and Cybersecurity governance teams• Coordinated cross-functional processes that helped meet renewal and upsell targets which included processes to:• Relay customer feedback to the product management team• Align with the support team on resolution of major cases• Help the Professional Services team overcome delays in implementation• Monitor multiple projects and report status to the team and other stakeholders• Measure customer performance, LTV, and other sales metrics using appropriate tools and techniques• Perform risk management to minimize project risks• Maintain comprehensive process documentation Show less