Management & Leadership

Starting early, I managed teams of 2-6 people at various companies.
Managed training and onboarding of new team members to support a successful start to their role.
Handled raises and promotion conversations of my team members
Provided feedback and opportunities for learning and personal development.

Became the product subject matter expert on the Customer Success team at Bonterra
Led team programs on efforts such as our internal product knowledge base/wiki to ensure accuracy and accessibility for teammates.
Supervised specific team pod efforts that tackled customer experience challenges, such as customer product bug identification and tracking.
Was responsible for working with product managers, coordinating product change releases, and both identifying and communicating the company-wide impacts to customers and internal processes. This included creating new documentation that provided steps/guidance on how to adapt to the latest changes.
Initiated a cross-department assessment of customer experience and developing continuous and effective feedback loops that capture customer and employee feedback (avoiding the notorious black hole of feedback)