EXPERIENCE
Creator & Lead Copywriter, August 2018-Present
Undercover Spark
Undercover Spark provides editorial and content creation services to businesses that do not have English as their first language, with a strong focus on online retailers
Edit, create, and recreate copy, from web product pages to printed instructional manuals
Continuously help businesses increase customer satisfaction and retention, while simultaneously improving their sales and reputation
Work on multiple project workstreams at one time, using strong communication skills to manage expectations appropriately
Responsible for all customer service, growth, and happiness
We pick up where Google Translate and other services leave off
Customer Success Manager, July 2022-January 2024
Lokalise, Remote
Customer relationship expert, working as a trusted partner and consultant for strategic accounts
Own the customer journey completely, from the initial Kickoff Call and beyond
Responsible for all renewals, upsell opportunities, and expansions
Intense focus on expanding, improving, and solidifying client relationships
Trained in Command of the Message sales program
Software Used: GSuite, Slack, Salesforce, Mixmax, Dooly, Intercom, Fellow, Gong, Productboard, Miro
Customer Success Manager, July 2021-June 2022
Vector, Remote
Manage a large book of accounts within the shipping and logistics space.
Own the customer relationship completely, from the initial Kickoff Call and beyond.
Guide customers through every phase of the software implementation process, making sure our plan meets their goals and objectives.
Lead demonstrations and trainings, helping customers become champions of our products.
Work internally with every team (engineering, marketing, devOps, sales, etc) to advocate for customer needs and push Vector forward in being the gold standard for customer care.
Software Used: GSuite, Slack, Zendesk, Jira, Asana, Salesforce
Customer Success Manager, February 2019-July 2021
TechSmith, Okemos, MI
Worked each day to build trusting, lasting, and fulfilling relationships with TechSmith Relay customers
Managed all aspects of customer onboarding, focusing on change management and driving adoption
Advocated internally for each of my customers, voicing their feedback and concerns across various teams
Took a proactive approach to problem solving to avoid redundant, reactive troubleshooting
Built and hosted customer trainings, webinars, check-in calls, Business Review calls, etc.
Kept clients updated on feature enhancements and product updates
Worked with Technical Support to resolve technical issues and provide status updates in a clear, easy-to-understand way
Software: Zendesk, Salesforce, G Suite, Microsoft Suite, Flowdock, UserIQ
Account Manager, November 2016-October 2018
Atypon Systems (Remote)
Proudly serve as the frontline for multiple publishing clients, building a partnership based on openness, honesty, and reliability
Establish an excellent rapport with customer contacts to become a trusted resource in maximizing their investment with Atypon, taking care to humanize every interaction
Own and manage every issue reported in our ticketing system (Jira) throughout its entire lifecycle: initial communication, clarification, triage, troubleshooting, internal communication, making the necessary changes, QA, client review, and finalization
Strive on a daily basis to better understand the business requirements of our clients, including marketing efforts, technical concerns, and deadline scheduling
Effectively communicate client needs with internal teams (solution architects, front end developers, UX/UI, sales, executive management, etc.), and translate their feedback to our clients in an easy-to-understand method
Lead meetings and check-ins with clients, including training tutorials and webinars
Continuously building upon my knowledge of our product and industry
Work tactfully with third-party vendors who may not be direct clients of Atypon
Edit and update XML, HTML, and CSS files
Software: Jira, Confluence, Salesforce, G Suite, BBEdit
Senior Digital Publishing Project Manager, August 2011-November 2016
Michigan Publishing, University of Michigan
Served as the primary point of contact for a large, diverse group of clients to define, manage, and complete complex publication workflows and schedules
Took ownership of each account’s well-being and satisfaction, bringing compassion, empathy, and understanding into each interaction
Performed regular health check-ins with each client
Maintained and updated publications' websites
Created and continuously updated project documentation, including training materials
Supervised and maintained schedules of student workers engaged in publishing projects
Converted and prepared materials for online publication, including creation of metadata, formatting of text documents, and running scripts to convert from PDF, InDesign, or Microsoft Word formats (among others) to standard formats (XML, TIFF, etc.)
Member of the Michigan Publishing Journals Group, which works to improve workflows, strengthen communication channels with publishing partners, increase journal accessibility and discoverability, and resolve any issues with our journals program
Software: G Suite, Jira, BBEdit, Oxygen, InDesign
Electronic Book Developer, March 2009-August 2011
Scribe, Inc., Dania Beach, FL
Contribute to several steps of the multipurpose publishing process, including: converting books into different electronic formats (HTML, XML, Mobi, and ePub); developing PDFs; typesetting; composition; and copyediting
Manage all stages of production for numerous Flat World Knowledge textbooks
Develop both print and web publications
Follow a strict, fast-paced schedule to meet publisher deadlines
Consistently maintain projects on Scribe’s project management system
Adhere to strict quality control procedures
Worked on projects for the following publishing companies: Palgrave Macmillan, Thomas Nelson, Flat World Knowledge, Taylor & Francis, and Business Expert Press
EDUCATION
Ohio State University, Columbus, OH
B.A. English
Honors: Summa Cum Laude
Overall GPA: 4.0