CV
Professional Summary
I am passionate about people and processes. In my 5 years working in customer experience, both at The Institute of Southern Jewish Life and WeWork, I built strong relationships with employees and customers by creating a culture of feedback. I enjoy developing and implementing more effective and efficient approaches to help clients and employees succeed. My tenacious enthusiasm and my empathy for my clients and my team alike allow me to accomplish tasks quickly and thoroughly while maintaining a positive attitude.
Skills
Leadership Team Building Customer Experience Public Speaking
Detail-Oriented Change Management Problem Solver
Zendesk Salesforce
Work Experience
September 2020 - Present
Customer Success Lead - Violet
As the first member of Violet's Customer Success team, I am focused on operationalizing our customer success processes. To make our onboarding system self-serve, I have created a help center where I have written 40+ articles addressing frequently asked questions and have written, recorded, and edited 10+ video demos. I am responsible for inbound and outbound communication to potential customers.
May 2018 - May 2020
Community Manager - WeWork
I managed the performance of teams of 5-8 full time employees, including mentoring and promoting high-performers. I oversaw the building’s P&L, with a focus on increasing revenue. I established and reported on KPIs, strategies & goals as well as monthly, quarterly & yearly financials. I handled the customer experience and concerns of up to 1700 members.
I opened a new location dedicated to enterprise clients by liaising between facilities, security, building management, vendors, construction, and design teams. I created the WeWork Large Office Playbook which was distributed to teams globally. I developed and presented a hospitality-oriented WeTalk to 500 people illustrating ways to ensure members had a positive and consistent experience across all 70 Tri-State locations.
July 2017 - May 2018
Community Lead - WeWork
I managed all aspects of the sales process including tours, upgrades, and renewals. I enhanced the Move In/Move Out process by instituting a partnership with a moving concierge. I planned and coordinated events for 1700 members. I converted 2 floors into an event space to earn revenue while they were vacant.
June 2015 - June 2017
Education Fellow - The Institute of Southern Jewish Life (ISJL)
I consulted with the education directors of 15 religious schools to understand their needs and help them implement the ISJL's curriculum. I developed relationships with synagogue decision makers to ensure client satisfaction and partnership renewal. I engaged clients and donors in the ISJL's mission through blog posts and in-person speaking events.
Education
University of Michigan
College of Literature, Science, & the Arts
Ann Arbor, MI
Bachelor of Arts with Distinction and High Honors in Organizational Studies
Thesis: Gender and Leadership among Reform Rabbis in the US and Canada