Strong communicator and client-focused professional with a passion for delivering exceptional customer experiences. Seeking a challenging role to leverage extensive APM Product knowledge, creative problem-solving skills, and project management skills to drive customer satisfaction, retention, and overall business growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Product Success Manager
AppFolio Property Manager
04.2022 - Current
Boosted customer satisfaction, adoption and retention by implementing personalized success strategies, proactive account management and timely issue resolutions.
Drove the 2021 low adoption motion for DAS
Collaborated cross-functionally with GPS, product and analytics teams to design and implement innovative solutions related to the DAS initiative, providing insight into customer needs and metrics.
Monitored metrics and provided expert and personalized guidance on product features and best practices, empowering clients to maximize their investments.
Conducted reviews with clients to assess progress towards goals, offering strategic recommendations as needed.
Mitigated potential account attrition risks by addressing concerns proactively.
Established lasting relationships with customers by consistently exceeding expectations and displaying genuine empathy for their challenges.
Customer Care Representative
AppFolio Property Manager
05.2021 - 04.2022
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues to prioritize customer needs.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences through excellent interpersonal skills.
Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Continuously sought self-improvement opportunities through ongoing education and maintained up-to-date knowledge of product and service updates.
Responded proactively and positively to rapid change.
Supported and collaborated with peers to enhance peer product knowledge and help resolve complex issues.
Covid-19 Contact Tracer (Contract)
Medasource
01.2021 - 04.2021
Improved contact tracing efficiency with accurate data entry and case management system utilization.
Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
Collaborated with public health officials to ensure timely follow-up and support for quarantined contacts.
Demonstrated empathy and professionalism during sensitive conversations, ensuring confidentiality of personal information.
Strengthened relationships between public health agencies and communities, acting as an approachable liaison for concerned citizens.
Clarified misconceptions about the virus, sharing accurate information during contact tracing calls.
Optimized communication skills while addressing language barriers and diverse backgrounds during contact tracing interactions.
Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.
Research Assistant
University Of Texas At Dallas
05.2018 - 12.2020
Streamlined workflow processes to improve efficiency in the content creation cycle while maintaining quality standards.
Collaborated with multidisciplinary teams to develop innovative research methodologies and strategies, produce digital and physical exhibits for public knowledge.
Presented research findings at national and international conferences, contributing to the advancement of the field.
Maintained open lines of communication with project leads and team members for effective collaboration on common goals.
Wrote, designed and edited quality content for students, clients and donors, bolstering brand awareness and enhancing audience retention and donor participation.
Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
Synthesized complex information into clear summaries for presentation purposes, making findings accessible to diverse audiences.
Attended and hosted seminars and symposiums to improve overall knowledge and understanding.
Education
Master of Arts - Literature
University of Texas At Dallas
Richardson, TX
05.2018
Skills
Proven and Experienced APM Expert
Customer Relationship Building & Management
Interpersonal Communication & Proactive Risk Mitigation
Customer Account Management
Leadership Qualities & Growth Catalyst
Goal & Action-Oriented
Excellent creative problem-solving aptitude
Attention to detail / profoundly analytical
Project Management
Highly Adaptable
Adaptability and Flexibility
Accomplishments
2023 Product Success Trailblazer Award
Certification
APM - Certified Product Expert
Customer Success Certificate - Aspireship
APM Plus Feature Certified
Affordable Housing Expert
Residential Industry Expert
Community Association Expert
Timeline
Product Success Manager
AppFolio Property Manager
04.2022 - Current
Customer Care Representative
AppFolio Property Manager
05.2021 - 04.2022
Covid-19 Contact Tracer (Contract)
Medasource
01.2021 - 04.2021
Research Assistant
University Of Texas At Dallas
05.2018 - 12.2020
Master of Arts - Literature
University of Texas At Dallas
APM - Certified Product Expert
Customer Success Certificate - Aspireship
APM Plus Feature Certified
Affordable Housing Expert
Residential Industry Expert
Community Association Expert
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