Angelica Bellechasse

High Growth SaaS Startup Operating in Virtual Kitchen Space

• Strategized with SVP of Operations and worked with C-Suite to drive SMB strategy for $15M business, leveraging analytics tools to exceed KPIs (CSAT/NPS, Account Health, Churn, Upsells, Revenue).
• Built and drove engagement and retention initiatives to influence GTM strategy and drive operational direction, resulting in 75% reduction in churn.
• Championed development of user-friendly dashboard, collaborating closely with Data team, to provide partners with weekly relevant metrics, ultimately enhancing engagement and performance in absence of abundant product resources for SMBs.
• Collaborated with Sales Director to address partner challenges and prioritized providing comprehensive upfront information to set realistic expectations, resulting in improved NPS scores and enhanced partner engagement.
• Scaled team through structured workflows, training programs, coaching, and performance evaluations.

• Introduced and led monthly sprints for 400+ diverse small and mid-sized businesses focused on specific operational improvements such as increasing operational hours, expanding menu variety, optimizing pricing strategies, and conducting regional analyses.
• Transitioned into player-coach role, simultaneously managing own book of business while empowering team members to take lead in implementing targeted strategies.
• Pioneered use of in-depth analysis tools such as Sigma and Tableau to identify specific operational metrics for monthly focus.
• Owned customer journey mapping. Led team in using platforms like Tableau, Sigma, Salesforce, MailChimp, Salesloft, and Gong to triangulate data from customer feedback, behavior, and KPI's.
• Successfully shifted CS team strategy from onboarding to post-launch activities, prioritizing customer growth and performance management to enhance revenue.

• Consistently achieved the highest upsells quarter-over-quarter as a CSM, contributing to substantial revenue growth and managing a book of business that included over 75 businesses.
• Delivered comprehensive training programs and personally coached new hires, showcasing leadership and mentoring capabilities.
• Developed and implemented scalable playbooks, optimizing team performance and contributing to exceptional 100% upsell rate.
• Spearheaded seamless partner onboarding and effective menu management, highlighting problem-solving and organizational skills.
• Executed strategic upselling strategies and led the team in upsell strategy, showcasing the ability to drive business growth.

Workplace Food Program Startup

• Demonstrated exceptional adaptability in dynamic role at Fooda, effectively managing end-to-end operations and spearheading successful market expansions while maintaining high customer satisfaction.
• Successfully led GTM and CSM strategy and orchestrated execution of 20+ events weekly, showcasing strong project management skills, attention to detail, and adaptability in handling last-minute challenges.
• Adapted to evolving customer needs by implementing customer support initiatives that contributed to increased retention rates and fostered strong client relationships, highlighting adaptability and customer-centricity.
• Innovatively developed and implemented successful meal catering and grocery pick-up program in response to challenges posed by pandemic, reflecting adaptability and forward-thinking during rapidly changing market conditions.

Professional Association Management Firm

• Successfully coordinated registration logistics for multiple annual conferences averaging 1,000 attendees, demonstrating exceptional organizational and event management skills.
• Collaborated with various departments to resolve customer inquiries and troubleshoot issues, showcasing strong communication and interpersonal skills.
• Provided exceptional onsite support and service to attendees, displaying customer-centric approach and commitment to delivering smooth experience.
• Worked closely with Professional Relations Development team to organize exhibitor registration and onsite conference needs, highlighting teamwork and collaboration.

• Delivered exceptional customer service to members of over 20 medical and trade associations, showcasing strong customer relationship management skills.
• Played key role in training new hires, updating training materials, and organizing department schedule, reflecting leadership and team development abilities.
• Implemented customer support initiatives that contributed to increased retention rates and fostered strong client relationships.
• Monitored team performance, providing constructive feedback and coaching to drive individual and team productivity, demonstrating leadership and management capabilities.