Mari Sudetic
Summary
Skilled customer support and success professional with over 15 years of customer focused employment, and excellent written and oral communication skills. Strong ability to be adaptable, flexible, and empathetic to customer and employer needs. Demonstrated success in customer support, customer success, and client services. A puzzle solver, pattern recognizer, and utility player with the ability to grasp new concepts and information quickly, which has resulted in increased responsibility. Team player with the ability to quickly form strong working relationships and rapport with coworkers and customers. Dedicated to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
Work History
Partner Operations Manager
Mainstay
07.2025 - Current
- Initiated Generative AI feature adoption and implementation for a partner book of business totaling $21,940 MRR, increasing partner efficiency and accuracy.
- Responsible for the partner life cycle, including regular meetings, touchpoints, assignments to and with support cases, and relevant metrics review and analysis.
- Build and maintain strong, proactive relationships with partners to ensure service continuity and product satisfaction
- Proactively coordinate cross-functionally with Support, Content, Product, and Engineering teams to ensure that partners are receiving timely, high-quality service.
Partner Support Associate
Mainstay
03.2022 - Current
- Provide comprehensive technical and educational product support to 200+ partners, traiging and resolving 65+ tickets per month via email tickets of all priority levels
- Maintain and exceed expected SLAs and satisfaction scores, consistently generating a 100% monthly satisfaction rate
- Render assistance via Zoom calls for partners requiring additional training and technical support
- Facilitate daily cross- functional collaboration between Support, CS, Product, and Engineering teams to ensure timely notification, escalation, and resolution of customer reported technical and UX issues
- Authored and implemented several partner quality assurance projects, enhancing data security, increasing overall product value, and reducing vendor costs by almost 20%
- Advocate for partners who request product features or enhancements, managing expectations, and following up on request statuses
- Author and implement both internal and client facing process documentation, ensuring staff and partners have clear and efficient resources for how to instructions and troubleshooting
- Mentor new Support employees through onboarding and assist with product training for department wide positions
- Serve on several ad-hoc committees focusing on internal QA, process improvements, platform training resources, and Generative AI feature training and implementation
Processing Coordinator
Cuyahoga Community College
Cleveland, USA
08.2019 - 03.2022
- Authored and presented department-wide trainings on the implementation of new financial aid technology
- Oversaw and diagnosed issues for the Course Program of Study (CPOS) processes and subsequent communication to over 11,100 students
- Created process improvements for student communications
- Developed and implemented several student e-communications including award letters, SAP notifications, and CPOS updates
Chief Fulfillment Officer
Strategic Education Technologies
Beachwood, USA
01.2019 - 08.2019
- Served as the primary point of contact for top clients and acted as the face of SET, guiding clients through services to assist with college admissions and financial planning
- Ensured customer financial needs and goals were met by providing personalized solutions and counseling
- Upheld high standards of customer service, creating exemplary rapport and relationship with clients
- Created standard operating procedures to ensure all client experiences were of the best quality and consistency
Coordinator of Client Services
University of Colorado Boulder
Boulder, USA
01.2017 - 01.2019
- Advised and counseled diverse audiences, both individually and in large presentation settings, in relation to all aspects of federal, state, and institutional financial aid
- Facilitated cross-collaboration between appropriate departments to provide efficient and effective student support
- Analyzed, developed and implemented a strategic action plan for peak service times to ensure efficient customer service and employee well-being
- Processed applications, awarded, and evaluated renewal requirements for the CU Boulder First Generation Grant, a $1.4 million dollar program for high need, first generation students
- Created and maintained front-line coverage schedules and service level agreements
- Responsible for the triage and resolution of escalated customer inquiries
- Authored and implemented counseling-related trainings for all staff and student employees
- Managed, trained, supervised, and provided motivation and leadership to a team of financial aid counselors and fifteen student employees
Financial Aid Counselor
University of Colorado Boulder
Boulder, USA
07.2015 - 01.2017
- Advised and counseled students and families through the Financial Aid process via in-person, email, and phone contact
- Led the development, review, and evaluation of the student employee onboarding and training process
- Created and implemented a financial aid basics checklist for counselors to use in one on one counseling sessions
- Managed 15-20 front line student employees and was responsible for scheduling, onboarding, training, and supervision
Education
Bachelors of Science - Agriculture
The Ohio State University
Columbus, OH05.2013
Skills
- Client relationship management
- Problem solving
- Knowledgeable in Jira, Zendesk, Hubspot, Confluence, PeopleSoft, and Salesforce
- Adaptability and flexibility
- Quality assurance
- Effective communication
- Employee training
- Customer service excellence
Timeline
Partner Operations Manager
Mainstay
07.2025 - Current
Partner Support Associate
Mainstay
03.2022 - Current
Processing Coordinator
Cuyahoga Community College
08.2019 - 03.2022
Chief Fulfillment Officer
Strategic Education Technologies
01.2019 - 08.2019
Coordinator of Client Services
University of Colorado Boulder
01.2017 - 01.2019
Financial Aid Counselor
University of Colorado Boulder
07.2015 - 01.2017
Bachelors of Science - Agriculture
The Ohio State University
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