Senior Manager, Technology Alliances, Zendesk Sell at Zendesk
Independently motivated and results-focused professional with more than 9 years of Customer Service, Sales, Success and Business Development experience. Effective collaborator with ability to contribute to all stages of program development process from market research and idea inception to market launch. Natural leader with talent for articulating organizational vision and inspiring others to achieve goals. Accustomed to managing multiple, time-‐sensitive priorities. Unmistakable professional integrity, incomparable work ethic and commitment to excellence.
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Mar 2020 - Present
Senior Manager, Technology Alliances, Zendesk Sell
Mar 2016 - Present
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Jan 2017 - Mar 2020
Manager of Technology Alliances
From its inception, Zendesk has been a partner-centric company with an API-first philosophy for our products and platform. This has led to broad platform adoption among our 130,000+ customers, an app marketplace with over 750 apps and strategic partnerships with telephony, CRM, e-commerce, and other providers. Zendesk brought me on board to drive growth with technology alliances partners, specifically those that eliminate friction in the sales cycle and extend Zendesk.
May 2013 - Jan 2017
Head of Customer Success
Credit Sesame is a fast-growing credit and loan management platform that is changing the way consumers apply for and manage their credit. As a strong consumer advocate, we provide consumers the free tools they need to reach their financial goals. Since launching in 2010, Credit Sesame has helped millions of consumers find better financial products and do more with their credit score. I joined Credit Sesame in 2013 and pioneered the first Customer Service team which with thorough follow through has grown to over 20 employees in the last year. As the Head of the Customer Success, I was charged with the responsibility of establishing relationships and building brand loyalty with customers while working closely with individual partners to identify current and future needs, and to formulate appropriate solutions that improve productivity and increase revenue. Additionally, I collaborate with the Business Development, Engineering, Product Management teams to spearhead major strategies and processes to support organizational goals Key Initiatives: - Participated in the full lifecycle of product development from analyzing data to assessing functionality/quality of the product as well as overseeing quality assurance. - Singlehandedly established Customer Success team and processes, which increased revenue by 30%. - Successfully launched, implemented, and constantly measured KPIs and the impact on the business which, based on the results, improved the user experience and related conversions.
Jun 2012 - May 2013
Lending Club is the world’s largest marketplace connecting borrowers and investors, where consumers and small business owners lower the cost of their credit and enjoy a better experience than traditional bank lending, and investors earn attractive risk-adjusted returns. One of my primary functions in this role, was to instill a customer-centric approach vital to the success of the global sales organization. I was able to facilitate and manage underperforming functions that included tracking systems and metrics driven reports for cross-functional teams. I oversaw other duties that included training new hires and senior staff. Key Accomplishments: - Developed customer retention processes, which led to increased rate of lead conversion. - Trained and coached member specialists to manage call and email volumes efficiently. - Played a key role in the development of call center scripting in regards to sales and customer issues, which decreased escalations by 40%.
Jun 2010 - Jun 2012
Small Business Banker
As a Business Banking Specialist, I developed and nurtured partnerships with local businesses to help them achieve their financial and banking goals. Exceeded sales quotas in both lending and deposit sectors. Followed-up with clients on daily basis. Built and maintained strong relationships with other Wells Fargo divisions, including Home Mortgage, Payroll & Merchant Banking, and Private Client Services.
Jun 2008 - Jun 2010
As a Personal Banker, I identified new and existing business opportunities to grow deposit and lending relationships. Generated sales and uncovered opportunities to cross-sell banking products while assisting customers. Resolved routine issues and inquiries from customers regarding banking products and financial services.
2008 - 2012
San Francisco State University
Business Administration and Management, General