Saskia Ottley
Operations Manager
Miami,FL
Summary
Fierce and proactive customer centric operations professional, proficient in supporting customers in B2B and B2C environments. Collaborative team leader, passionate about nurturing and developing key customer relationships.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Facility Growth Operations Lead
Parachute Health
Miami, FL
06.2024 - Current
- Co-managed daily operations, supporting team of 4 associates – including two direct reports – in achieving production goals
- Collaborated with Enterprise team to support high volume facility onboarding
- Developed training materials for multi department use and end user circulation
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members
- Championed change management efforts across department, assisting employees in adapting to new policies or procedures effectively
Facility Growth Operations Associate
Parachute Health
Miami, FL
05.2023 - 05.2024
- Provided comprehensive support to account partners, including onboarding, tailored training sessions, and continued product support
- Partnered with facility leaders to drive rapid growth of digital ordering across their organizations
- Monitored facility metrics from initial onboarding across a 6 month timeline, and generated an 85% increase in product adoption
Sr. Customer Success Manager
LiquidSpace
Los Angeles, California
05.2022 - 10.2022
- Drove successful onboarding, training and ongoing technical/administrative support for 15+ Enterprise clients in Tech, E-Commerce and Healthcare
- Increased CSAT ratings from client portfolio through proactive communication, user engagement, and strategy sessions
- Enhanced customer experience by consistently communicating product updates and identifying areas of improvement through aggregated feedback documentation
Partner Success Associate
LiquidSpace
Miami , FL
07.2021 - 05.2022
- Maintained a robust pipeline of marketplace inquiries and closed deals
- Achieved 100% of KPI's through the prospecting and onboarding of new partners in targeted markets
- Accelerated success of 300+ partner accounts by delivering targeted training sessions across the Northeast U.S.
Director of Community Membership
Büro Group
Miami, FL
01.2013 - 01.2021
- Managed full sales cycle from prospecting to close for 70+ member base
- Initiated and executed the opening of 6th location, contributing to $240k in revenue within 6 months
- Managed daily operations of 15,000 sf location
- Collaborated with executive leadership to maintain an 80% retention rate amidst COVID-19
Education
Bachelor of Arts - Organizational Communications
Florida International University
Miami, FL 08.2010 - 05.2015
Skills
Pipeline management
Employee development
Customer Service
CRM systems - Hubspot Salesforce Airtable Zendesk
G-Suite
Timeline
Facility Growth Operations Lead
Parachute Health
06.2024 - Current
Facility Growth Operations Associate
Parachute Health
05.2023 - 05.2024
Sr. Customer Success Manager
LiquidSpace
05.2022 - 10.2022
Partner Success Associate
LiquidSpace
07.2021 - 05.2022
Director of Community Membership
Büro Group
01.2013 - 01.2021
Bachelor of Arts - Organizational Communications
Florida International University
08.2010 - 05.2015
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