My 14 years of experience – focused on every point in the customer journey – can be categorized into six main skills, detailed below:

Account Management, 6 years
People & Team Manager, 7 years
Operations, 3 years
Program Management, 8 years
Sales, 3 years
Customer Support, 3 years

ACCOUNT MANAGEMENT (6 years)

 

Bitly (SaaS)

  • Enterprise & Small-Medium Business (SMB)

  • Renewals

  • Upsells & Expansion

  • Strategic planning

  • Territory & Regional selling

  • Parent & Child account selling

  • Global customer base

  • Product Adoption

  • Net Dollar Retention (NDR)

  • Logo retention

  • Negotiation

  • Playbooks

  • Customizing packaging

  • Cross-functional collaboration

  • Subject Matter Expert (SME)

  • Reviewing red lines with Legal

  • Procurement processes

  • CRM (Salesforce.com & Gainsight)

BAMKO (sourcing agency)

  • Global customer base

  • Project selling

  • Brand strategy

  • Branded item proposals & presentations

  • Client conferences

  • Vendor negotiation

  • Travel & On-site meetings

  • Trade shows

 

MANAGER (7 years)

Bitly (SaaS)

  • Member of Extended Leadership Team

  • Managed six full-time individuals and five offshore individuals (business process outsourcing (BPO))

  • Second-line management

  • 100% retention from 2019 through 2022 (4 years)

  • Coaching for growth

  • LifeLabs training

BAMKO (sourcing agency)

  • Managed one full-time individual

  • Managed one intern

  • Business process outsourcing (BPO)

  • Ownership of P&L

 

OPERATIONS (3 years)

Bitly (SaaS)

  • Customer use cases & profiles

  • Data Enrichment

  • Data Analysis

  • CSM playbooks

  • Cross-functional collaboration

  • Programmatic customer journeys

  • Looker & Data Studio dashboards

BAMKO (sourcing agency)

  • Sample & Product development

  • Warehouse & inventory management

  • Order fulfillment

  • Supply chain & project management

  • Factory audits & reporting

  • Business process outsourcing (BPO)

  • Vendor negotiation

 
 

PROGRAM MANAGEMENT (8 years)

 

Bitly (SaaS)

  • Customer onboarding (tech & high touch)

  • Training (internal & customer)

  • Live webinars

  • Cross-functional collaboration

  • Subject Matter Expert (SME)

  • Product Coaching

  • Product Adoption

  • Customer surveys

  • Gainsight

BAMKO (sourcing agency)

  • Global Experiential Marketing

  • Promotional Products

  • Gift with Purchase (GWP)

 
 

SALES (3 years)

 

Madison Square Garden (Sports)

  • Season Subscriptions

  • B2B & B2C

  • Basketball & Hockey

  • On-site

  • Sales tables & booths

  • Customer events

  • Deal size up to $250k

 
 

CUSTOMER SUPPORT (3 years)

 

Bitly (SaaS)

  • All levels & ticket escalation

  • Channels: email, ticket forms, social

  • Customer Satisfaction

  • First Reply and Touch & Ticket Age

  • Cross-functional collaboration

  • Subject Matter Expert (SME)

  • Knowledge Base

  • 24/7 via Business process outsourcing (BPO)

  • Technical Services

  • Engineer, Product, Design (EPD) ticketing

  • Zendesk