Customer Support Success

Highly motivated CUSTOMER SUCCESS PROFESSIONAL with extensive experience in SaaS, customer support, project management, and business analysis. Demonstrated expertise in leading cross-functional teams, optimizing processes, and delivering innovative solutions across the education technology and energy industries. Proven ability to enhance operational efficiency, foster stakeholder engagement, and increase customer satisfaction. Trilingual, fluent in English, Spanish and French.

AREAS OF EXPERTISE

CRM Systems

Customer Support/Success

Continuous Improvement

Account Management

Quality Assurance

Analysis & Decision-making

SaaS

Project Management

Cross-Functional Collaboration

Coaching and Mentoring

Relationship building

Business Analysis

KEY ACHIEVEMENTS

Revenue Growth: increased revenue by 25% by upselling eScholar Uniq-UD and negotiating a 5-year contract with the New York State Education Department (NYSED), increasing revenue by $3M. Expanded revenue by 50% from the Texas Education Agency and Louisiana Department of Education by $90K annually by upselling additional support and maintenance services.

Customer Satisfaction: achieved consistent customer satisfaction score of over 90% and Net Promotor Scores (NPS) above 73 (top quartile for Professional Services and Tech companies) by reducing the support ticket queue by 25% through a targeted contest initiative, developing knowledge base solutions for faster onboarding and issue resolution.

Training: Led multiple in person and webinar training sessions to help customers learn how to load enterprise data warehouse using a web based ETL process; this led to increased customer engagement, product adoption and satisfaction.

PROFESSIONAL EXPERIENCE

ESCHOLAR, White Plains, NY Sept 2011 – Feb 2025

Education Technology Company owned by Harris Computer

Sr. Manager, Customer Support Customer Success Manager Project Manager, (Jan 2019 – Feb 2025)

Held multiple roles at once. Managed customer success and project operations for the organization’s data warehouse and unique identification solutions while leading and managing a customer support team to help clients resolve technical issues. Senior Customer Success Manager ensuring product adoption, customer satisfaction, and retention using CRM tools, while collaborating with product and engineering teams to enhance solutions. Simultaneously oversaw business analysis and project management, gathering requirements, functional specifications, coordinating timelines, resources, and stakeholder communication to drive successful implementation of customer projects.

Championed and implemented the transition from Account Management to a Customer Success framework to address customer attrition and retention. As a result, all departments had a customer first mindset which increased NPS and customer satisfaction scores and reduced attrition.

Increased revenue by $3M through strategic reviews and expansion of product portfolio for NYSED.

Developed and maintained C Level relationships and served as a trusted consultant to high revenue customers.

Managed the NYSED Uniq-ID implementation, driving project success across state-level education systems.

Developed and maintained FAQs and knowledge bases, streamlining customer support processes.

Manager, Customer Support, (Apr 2013 – Dec 2018)

Led a customer support team helping clients with data warehouse and unique identification solutions. Improved response times, resolved technical issues, and worked with product and engineering teams to enhance the platform.

Created and maintained service level agreements for clients, ensuring consistent and reliable service delivery.

Created onboarding process and mentored new team members using a comprehensive knowledge base.

Established and conducted biweekly customer meetings to address project requirements and progress.

Account Manager/Senior Project Lead, (Mar 2012 – Mar 2013)

Managed client relationships for the organization’s data warehouse and unique identification solutions. Acted as the main point of contact, ensuring customer satisfaction, retention, and growth. Provided product guidance, coordinated support, and collaborated with internal teams to optimize solutions for clients. Analyzed customer needs to drive engagement and maximize platform adoption.

Transitioned into Account Manager role, managing NYSED’s $12.3M revenue portfolio.

Created framework for knowledge base to expedite incident resolution and knowledge transfer.

Project Lead, (Sept 2011 – Feb 2012)

Provided customer support for the data warehouse and unique identification solutions. Assisted clients with troubleshooting, resolved technical issues, and ensured a smooth user experience. Collaborated with internal teams to improve support processes and maintain data privacy and security compliance.

Designed and implemented a customer-facing support portal, improving ticket submission and tracking.

Conducted webinars to educate users on the new portal features and communication tools.

NATIONAL GRID, Brooklyn, NY, Aug 2002 – Sept 2011

Gas and Electric Utility Company

Web Business Analyst Project Manager, (Aug 2009 – Sept 2011)

Supported internal and external web-based initiatives for National Grid, analyzing business needs, and managing projects to enhance the company websites. Gathered and documented requirements, functional and technical specifications, optimized workflows, and collaborated with cross-functional teams to improve user experience and operational efficiency. Led project planning, timelines, and stakeholder communication to ensure successful implementation of web solutions while aligning with business objectives and industry standards.

Managed 940 daily web and SharePoint requests while overseeing 15 annual website projects.

Facilitated requirements gathering sessions and ensured delivery of business-aligned technology solutions.

Led global web design projects, creating functional specifications and conducting user acceptance testing.

Earlier Experience, (Aug 2002 – Aug 2011)

Held positions of Associate Computer Systems Engineer and Business Analyst.

TECHNICAL SKILLS

Languages: Used SQL to analyze, troubleshoot and clean data

Tools: Tableau, SSRS, SSMS, SQL Developer, Salesforce, SharePoint, Remedy, Visio, Axosoft (Issue Tracking & PM Tool), Clickup (CRM Tool), Confluence (Document Management)

Operating Systems: Windows, macOS

EDUCATION

Bachelor of Business Administration – Baruch College, CUNY, New York, NY

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