Metropolitan Community College-Penn Valley

Customer Success @ Twilio

Dallas-Fort Worth Metroplex

Twilio

Customer Success Manager

- Evaluate education demand and create a business plan based on stakeholder, partner and customer input, business intelligence and analytics

-  Build repeatable and scalable programs and processes to drive efficiency and inform future enablement initiatives

-  Establish effective communication and reporting channels with cross functional teams across the organization

-  Identify Subject Matter Experts to assist with curriculum and program development

-  Maintain continuous alignment of program scope with strategic business objectives and adjust to meet needs

-  Organizational and prioritization skills with a strong attention to detail and ability to meet deadlines

-  Collaborate cross-functionally with other departments to align/include additional enablement topics

-  Develop and deliver dynamic enablement assets (playbooks, videos, resources, knowledge checks, accreditations) in multiple formats (online, self-paced, video)

-  Engage in strategic planning with Enablement leadership and relevant stakeholders to thoughtfully evolve our technologies

-  Identify operational inefficiencies and devise effective improvements

Shopify

Operations & Enablement Manager

- Managed a book of business consisting of 50-60 of the largest Shopify Plus merchants; increasing merchants YoY GMV by an average of 20% and reducing churn to less than 5% by expanding their use of Shopify products (i.e. Retail, POS, Payments, etc.)

-  Established myself as a trusted and strategic consultant by conducting QBRs and reviewing critical and key performance indicators with stakeholders during scheduled touchpoints

-  Identified areas of improvement, including opportunities for product adoption and implementing new Shopify features; adopting accelerated checkouts decreased cart abandonment by 25%

-  Overhauled what internal key markers are tracked to revamp "health checks" and risk mitigation plans, leading to 33% more accurate churn projections

-  Elevated the overall merchant experience through meaningful and impactful changes by leveraging a combination of Mode reports, Salesforce-generated data and internal dashboard metrics

-  Served as the main point of contact and liaison between merchants and the rest of the Shopify team; always making certain merchants wouldn't go more than 48 hours without an update

-  Managed merchant escalations and maintained a rapid channel of communication in case of online service-related issues and events; NPS remained in the 90's during downtime

-  Spearheaded the development and sharing of best practices with team members to continually improve the merchant experience and create efficient process changes; leading to a 10 point increase in team NPS, and a reduction of 2 hours of weekly admin work

-  Created a weekly product update debrief for our Merchant Success organization to keep them abreast of upcoming product changes, increasing product adoption by 15%

-  Interpreted merchant feedback to our product teams and collaborated with them to ensure merchant's concerns were solved; this led to the creation of expanded Buy Now, Pay Later solutions and expanded functionality of our Wholesale channels

Merchant Success Manager, Enterprise

- Effectively onboarded new Enterprise customers (Deloitte, PwC, KPMG, etc.) in under 30 days, leading them through multiple software deployments, migrations and integrations

-  Lead the implementation for new customers by creating an onboarding project scope plan, which accounted for budget and timeline

-  Communicated regularly with project stakeholders on status, schedule, and proactively addressed common risk factors through each onboarding phase

-  Provided answers to questions for both technical and non-technical end users while also supporting a wide range of technologies - such as CSS, CIAM, HTML, etc. - to reach their goals

-  Collaborated with CSMs, Sales, Product Management, Engineering, and Support to accelerate customer onboarding when encountering technical issues beyond my level of expertise

-  Identified potential issues and communicated recommendations to both the customer and our internal teams; this communication led to the creation of an additional 17 articles in our Help Center

-  Delivered engaging virtual enablement training and workshops to groups of employees as large as 200 or as intimate as 3, focusing on immediately applying new knowledge to real-life situations and problems

-  Used Delighted by Qualtrics to create and implemented a customized NPS survey to capture customer feedback about their onboarding and training experience

-  Using customer feedback and learnings from previous launches: Iterated on the onboarding processes, streamlined communications and expanded on available enablement materials resulting in a 13 point increase in NPS and 23% quicker launches

-  Learned and maintained a deep expertise of Zoomforth's product and best practices to provide ongoing value and support to our customers

Zoomforth

Customer Onboarding Specialist, Enterprise

- Created a new onboarding process using customer feedback, dissecting lessons learned from previous implementations and relying heavily on automation; this increased customer TTV (time to value) from 60 days to 30 days

-  Created detailed onboarding project plans communicating goals, milestones, responsibilities, issues and timelines while accounting for scope, time, and cost to ensure a successful launch for every customer; referred to this plan as the "single source of truth" with every executive and stakeholder

-  Used Wrike to allow visibility to Sales, Product, Engineering, Success and Support on how customer needs can be achieved

-  Simplified and effectively communicated complex implementation concepts to customers; many of whom were brand new to technology

-  Provided ongoing technical support to existing customers, acting as liaison to different internal departments as necessary; this led to the creation of an internal tagging system for our tickets to more efficiently allow us to recognize trends and reduce submitted tickets by 29%

-  Consulted customers with configuration, deployment and support of software systems, device management tools, office networking and storage solutions

-  Facilitated live and virtual training classes in English and Spanish, utilizing a variety of delivery techniques, approaches appropriate for adult learners

-  Participated in weekly product calibrations with Product and Engineering to channel customer feedback into solutions for future product iterations, verify in-development product updates where addressing customer needs and to determine how to most effectively communicate product updates to customers

-  In collaboration with our Product, Engineering and Support Teams, created technical support documentation to launch the PickTrace Knowledge Base; this served as a way to standardize our response to common support tickets as well as providing customers a self-serve option

PickTrace

Implementation Project Manager, Enterprise

- Facilitated live and virtual product training sessions (in Spanish or English), ranging from fundamental to advanced sessions for customers; keeping the sessions engaging by incorporating various activities (i.e. breakout rooms, end-of-session quizzes, etc.)

-  Created lesson plans, outlines and scripts being mindful to incorporate adult learning methodologies and transition management practices to minimize resistance and promote adoption of the training curriculum

-  Iterated existing training material to improve the quality, readability, consistency, and effectiveness of documentation along with their corresponding visual aids and handouts for interactive exercises; worked in collaboration with subject-matter experts, Product and cross-functional teams to confirm best practice and product changes were properly reflected in our materials

-  Partnered with the e-Learning, Customer Success, and Customer Support team to improve the learning ecosystem by launching a new LMS platform; resulting in a new Learning Academy for our customers which saw an increase in traffic and completed courses

-  Used customer insights along with data and reports from learners in Salesforce to assess training effectiveness, measure behavioral changes and improve future trainings; this led to a complete overhaul of our webinars which helped increase attendance by 46%

-  Implemented post-training NPS surveys to gather customer feedback; the Training Team led all of ServiceTitan with an NPS of 91

-  Managed the end-to-end creation of 3 live sessions held at Pantheon - ServiceTitan's live conference. Coordinated schedules, created outlines, partnered with design and marketing teams in the development of on-brand supplemental training materials, managed timelines, balanced budgets, and worked with subject matter experts to deliver the best live experience possible for our customers

ServiceTitan

Customer Training Specialist

- Certified to troubleshoot, diagnose, and perform repairs of iOS devices, Macs, Apple TV, Apple Watch, Beats, AirPort, other devices and their accompanying software

-  Used Apple-approved troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution; resulting in an average closed session time of 14 minutes - top 4 on the team

-  Explained complex technical problems in terms customer could comprehend

-  Properly documented the nature of problems, tracked customer issues and resolutions in all internal systems

-  Escalated customer feedback and troubleshooting trends to provide actionable data to Apple Engineering team; this led to the creation of over 10 worldwide quality programs

-  Held one of the top Net Promoter Scores on the technical support team of 45 members, with a career Net Promoter Score of 94/100

-  Collaborated with leadership and other departments to resolve escalated issues, fulfill customer needs, and proactively improve process

-  Advised enterprise customers on Mobile Device Management and backup solutions (physical and cloud-based)

-  Elected as a Mentor by Apple leadership: Directly responsible for the growth and development of 45 Technical Specialist, offering feedback, guidance and best practices coaching on a daily basis

-  As a Genius Administrator: managed repair and delivery schedules, ensured and communicated accurate repair turnaround times to customers, managed inventory, conducted quality assurance checks on existing repairs, and managed repair workflows of Technical Experts and Geniuses

Apple

Technical Expert / Genius Administrator / Mentor

- Certified by Apple to facilitate and lead classroom-style trainings sessions for external and internal customers; adopting their adult learning methodology into every training, coaching and mentoring session

-  Led over 55 new hire onboarding sessions: Facilitated Culture, SOP, ROE and Product training sessions, 1:1 coaching time with every individual, and ensured every new hire met with their assigned Mentor during their first 3 weeks at Apple

-  Partnered with leadership to research and identify knowledge gaps; developed and delivered retraining, cross-departmental training and personal development sessions - those who attend more than 75% of sessions were all promoted within a year

-  Partnered with Quality Assurance team and worked under tight deadlines to design and facilitate training sessions to prepare staff for product launches, process changes, compliance and legal policy changes

-  Through employee feedback, evaluating previous shortcomings and leadership involvement, created and led the implementation of “Study Hall,” an initiative where all Apple employees received a set number of dedicated monthly hours towards professional development

Training Facilitator

- Managed a team of 20-30 virtual concierge specialists for customers across North America, the UK and Canada

-  Ensured customer issues were appropriately logged, researched, and accurately resolved in a timely manner, while taking ownership of the customer service experience at the point of escalation

-  Implemented weekly 1-on-1 meetings with all team members to encourage consistent feedback, discuss updates on team goals, best practices, and to develop career pathing

-  Developed and facilitated training/coaching sessions aimed at helping the team increase efficiency and reduce escalations to improve customer satisfaction

-  Collaborated with Marketing, Product and Engineering teams to introduce platform optimization ideas deduced from failed customer experience initiatives and soliciting customer feedback

Angel.ai (acquired by Amazon)

Customer Service Team Lead

- Part of the inaugural team of Account Managers tasked with developing the Customer Success Department, creating its processes and standards, and determining how to drive long-term success and value for our clients; growing adoption from 3 to 73 clients in one year

-  Built strong client relationships by providing support that focused on understanding their challenges and priorities, and making recommendations on ways to increase their use of Angel.ai to help them achieve their goals

-  Coordinated all activities of the client team and ensured that project tasks were completed by scheduling and facilitating project-related team meetings (i.e., kick-offs, status, internal/client reviews, etc.), communicating action steps to team, and delivering weekly status reports and updating Hot List items for all stakeholders

-  Worked in tandem with Direct Sales to create baseline metrics which if exceeded would signal potential client expansion opportunities; this led to a decoupling of some of our more popular offerings to sell them à la carte which increased the revenue in our department by 210%

-  In collaboration with Engineering created ad-hoc internal reports to allowed me to track usage which informed me on the overall well-being of clients

-  Provided product feedback (product shortcomings, enhancements, client requirements) to Product and Engineering to ensure we delivered product and service updates to meet their needs

Account Manager

- Primary point of contact for all membership-related queries: scheduling, billing, contracts, referrals, account credits, and facilities feedback via phone, email or in-person

-  Maintained and adjusted an active and constantly-changing database of over 370 CrossFit classes per week in Zen Planner

-  Opened and closed facilities, tracked and received sales merchandise and gym equipment, served as first line of contact for facilities or equipment emergencies

-  Worked and partnered with other departments (Marketing, Coaching) to build a rapport within the team and strong sense of community for gym members

CrossFit NYC: The Black Box

Membership Representative

- Provided Apple customers with an exemplar customer service experience; demonstrating enthusiasm and extensive knowledge of Apple products which enabled me to exceed sales goals

-  Stayed up-to-date on all Apple hardware, software updates, and support services to better assist customers

-  Served as the first level of escalation to troubleshoot and resolve customer issues

-  Participated in a 6 month career experience, performing the daily duties of every position in the store on a 2 week rotational basis

-  Partnered with direct manager to develop weekly, monthly and quarterly sales targets for the department

-  Analyzed team performance and updated team members through bi-weekly performance reports

-  Selected by Apple management to serve on the Mentor Team: Providing feedback, guidance, training, and best practices coaching to team members across all departments

Customer Service Lead

- Supported daily merchandising, floor set planning and execution, replenishment, launches, updates, planning and execution, shipment, zero selling reports, loss prevention, and service

-  Collaborated with store manager to identify opportunities in areas of risk management, physical security, store cash controls, and inventory management

-  Assisted sales associates with various customer service issues, including but not limited to dissatisfied customers, returns and defective merchandise

-  Evaluated and discussed job performance with employees to identify coaching scenarios and promote personal development

-  Implemented an active management presence on the sales floor modeling exceptional service to enhance team performances as a supervisor, sharing knowledge, best practices and mentoring colleagues with less experience

Levi Strauss & Co.

Assistant Store Operations Manager

- Managed the Technology Department, interviewing, hiring and on-boarding a team of 18 employees; responsible for security of cash drawer, receipts, and bank deposits; ensuring department exceeded sales goals

-  Motivated my team to drive the business by creating a positive work environment though team-building events, empowering the team to make business decisions by allowing a voting system on initiatives, and encouraging innovative solutions for the department

-  Prepared operation and merchandising reports, carried out financial audits, and supervised inventory control by maintaining proper stock levels and managing replenishment orders

-  Prepared weekly and monthly sales analysis reports, worked with general manager to identify new sales opportunities

-  Managed department's payroll budget and effectively scheduled my team to meet the demands of the business

-  Created training sessions with mock interactions and escalations to ensure my team could deliver the highest level of customer experience even under stressful situations

-  Assisted in creating and designing development training material for existing employees, along with material for on-boarding new hires

Sean Valdez

Sean Valdez