Professional Summary
Dynamic and client-focused professional with over 10 years of experience in Client Success, Program/Implementation Management, and Operations across IT services, software, and hospitality industries. Proven ability to lead teams, manage onboarding and transitions, improve client satisfaction, and strengthen retention. Skilled in cross-functional collaboration, process improvement, and delivering tailored solutions that drive both client and organizational success. Recognized for proactive problem-solving, relationship building, and exceptional communication.
Professional Experience
MSP (2022-Present)
Client Success Manager
- Lead client success initiatives, overseeing a team of Client Experience Representatives to ensure top-tier support and detailed ticket trend analysis.
- Developed and launched the customer success campaign, improving client/end-user satisfaction and delivering proactive “tips & tricks” resources.
- Partner with internal teams and department heads to address issues permanently and implement tailored IT solutions.
- Manage client onboarding, ensuring seamless transitions and effective coordination across teams, deadlines, and deliverables.
- Strengthen long-term client relationships, resulting in increased retention and overall satisfaction.
Software Company (2021-2022)
Implementation Program Manager
- Served as the primary point of contact for pharmacy software implementation projects.
- Managed a team of lead/support installers, coordinating schedules, travel, expenses, and payroll.
- Led client onboarding calls to establish go-live dates, capture requirements, and manage third-party vendor integrations.
- Oversaw data validation and software transition processes to ensure accuracy and compliance.
- Collaborated with technical teams and IT managers to provide pre- and post-go-live support.
Technology Solutions Provider (2019-2021)
FastTrack Onboarding Manager (Microsoft)
- Drove deployment and onboarding of Microsoft 365 Defender workloads, including Advanced Threat Protection.
- Partnered with SMEs to facilitate client workshops and deliver full workload deployments.
- Presented onboarding overviews to C-suite stakeholders to align technical outcomes with business objectives.
- Supported EMEA and APJ global teams during incubation/pilot phases of Microsoft 365 Defender.
- Contributed to internal hiring as a member of the Blueprint Interview Panel.
Hospitality Management Company (2018-2019)
Operations Manager
- Oversaw day-to-day operations and a team of 3 employees, ensuring smooth business functions.
- Managed invoicing, payroll, QuickBooks, and client agreements for consultants and hotel partners.
- Coordinated travel arrangements and maintained consultant performance reporting for leadership review.
Event Management Firm (2016-2018)
Meeting & Travel Coordinator
- Coordinated large-scale client events with 10,000+ attendees, managing logistics for housing, transportation, catering, and exhibit halls.
- Served as on-site event lead, ensuring flawless execution of client programs.
Hotel & Hospitality Company (2016)
Group Rooms Coordinator
- Managed group bookings, room blocks, and event billing, while liaising with catering and banquet teams.
- Oversaw third-party travel accounts and revenue calls with senior management.
Hotel & Hospitality Company (2015-2016)
Sales & Marketing Coordinator
- Assisted sales leadership with contracts, event proposals, and reporting.
- Supported group event planning, ensuring client satisfaction from booking through execution.
Education
Bachelor of Science in Hospitality, Travel, and Tourism (2010 – 2013)
Core Skills
- Client Success & Relationship Management
- Program & Project Management
- Onboarding & Implementation
- IT Services & Software Deployment
- Process Improvement & Change Management
- Team Leadership & Mentorship
- Data Analysis & Reporting
- Event & Operations Management
- Cross-Functional Collaboration
Technical Skills
- Microsoft 365 Security & Defender Suite
- Microsoft Products (Teams, Office, Word, Excel, PowerPoint, Project, Outlook, etc.)
- Sales and Marketing Tools (HubSpot, Salesforce, etc.)
- CRM & Ticketing Systems (ConnectWise, ZenDesk, etc.)
- QuickBooks Excel (Advanced)
- Event Planning Software & Scheduling Tools (Monday.com, Microsoft Project, Trello, etc.)
- Hospitality Computer Software (OnQ, OnQ FM, OnQ RM, Delphi, SalesPro, and R&I)
