Aida Lopez Galvan

**** ******** ******, ** **********, DC 20011

Cell: 202-***-**** Email: adjlr7@r.postjobfree.com

LinkedIn: www.linkedin.com/in/aidalopezgalvan/

EDUCATION

Georgetown University Washington, DC

Continuing Studies in Business Communication 2015

• Relevant Coursework: Strategic Behavior, Goals and Objectives, Teamwork, Leadership, Active Listening, Communications Skills in a Work Environment. Universidad Iberoamericana Puebla, Mexico

Bachelor of Sciences in Communication Sciences 2008- 2013

• Relevant Coursework: Marketing, Public Relations, Business Communications, Media Management, Advertising, Human Resources, Photography, Video, Adobe Suite. CAREER SUMMARY

RBdigital/Recordedbooks Hyattsville, MD

Director of Customer Success July 2019-Present

• Recruited by the Vice President of Sales & Operations to build a Customer Success Team and develop a scalable program.

• Built a Customer Success onboarding and training program anchored around the products key value drivers: Onboarding, Promotion and Usage, Discovery and Engagement, Escalation Management, Lead Generation.

• Effectively led the team while also managing customer success activities for half of the team’s 3,500 accounts.

• My territory covered all North America which included direct responsibility for 150 ‘Major’ accounts who made up ~25% of the company’s total annual book of business with an average ACV of ~$25,000

• Created and developed KPIs within Sales Force that are used monthly to track CS team performance metrics as well as created reporting and insights generated through collaboration with the sales team to proactively identify at-risk accounts and implement ‘save’ strategies.

• Created and developed engagement campaigns to improve adoption, retention and expansion. Approximately 48 one-hour direct live touch sessions per month.

• Within 6 months of launching the program, the CS team was instrumental in reducing churn: improving quarterly renewal rates YoY by +13% (7% above budget). My work helped the company improve the average renewal rate of 84% to more than 90% for three consecutive quarters.

• In addition, as part of the corporate sales restructuring, I directly renewed 50+ accounts, saving 15 at risk, closing $100,000 worth of renewals and uncovering five expansion sales. WeddingWire/The Knot Worldwide Chevy Chase, MD

Customer Success Manager International April 2019-July 2019

• Trained and mentored new Customer Success Associates one of my mentees was top performer CSA for Q4

• Managed all international accounts, ~4,000 accounts

• Drove value of product and services with live touches and proactive outreach. Improved onboarding and retention. Highest cancellation save rate for two consecutive quarters. Top performer Q1 and Q4

• Maximized adoption rates by 20%

• Handled early renewals with an 80% success rate

WeddingWire/The Knot Worldwide Chevy Chase, MD

Customer Success Associate February 2018- April 2019

• Same tasks as above, not responsible for training and mentoring new Customer Success Associates. Because of my work I was quickly promoted to manager within a year of working at the company with no previous experience in SaaS

Institute of Classical Architecture and Art Washington, DC Washington Mid-Atlantic Chapter Coordinator August 2017 - July 2018

• Acted as liaison for our members, our chapter, and the national organization. Supported all chapter committees and planned their various programs and events.

• Successfully cultivated fundraising and sponsorship opportunities for the chapter. LEADERSHIP & ACTIVITIES

WeddingWire Ambassador Barcelona, Spain

June, 2019

• Selected to represent the Customer Success Team in WeddingWire’s partnership offices

“bodas.com” in Spain due to exceptional performance. Shared techniques utilized and inspiration for work with peers in Spain

ADDITIONAL SKILLS

Computer: Proficient in Mac and PC, Sales Force, Calendly, Jotform, Slack, Outlook, Tally, Zoom, GoToMeeting, Microsoft Office Suite, Photoshop, Illustrator, Premiere,WordPress, ConstantContact and social media platforms.

Language: Bilingual. Fluent in English and a native speaker of Spanish