Tenacious Enthusiasm. People-focused.
CV
Professional Summary
I am passionate about people and processes. In my 7 years working in customer experience, both at The Institute of Southern Jewish Life, WeWork, and Hopin, 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 projectsquickly and thoroughly while maintaining a positive attitude.
Skills
Leadership Team Building Customer Experience Education
Public Speaking Detail-Oriented Change Management
Problem Solver Zendesk Skilljar
Work Experience
February 2022 - Present
Manager of Customer Education - Hopin
I currently lead Hopi's Customer Education strategy and team which includes both Hopin Learn and Hopin's Help Center. I manage a team of content builders who create video and written content to educate and inspire Hopin's customers. I am responsible for establishing and reporting on Hopin's education goals and KPI.
March 2021 - February 2022
Customer Success Program Manager - Hopin
When I first joined Hopin, I created the Hopin Learn curriculum and website to enable our self-serve customers. As Hopin's product evolved, I led a team of 4 in adapting and enhancing our Hopin Learn content to support customers on all plans. This included the launch of our external Learning Management System (Skilljar), for which I was responsible for the planning and implementation. I simultaneously developed a scaled enterprise enablement program that is custom built for large accounts. I currently oversee our education strategy which includes complimentary courses, as well as paid certifications.
September 2020 - February 2021
Customer Success Lead - Violet
As the first member of Violet's Customer Success team, I operationalized our customer success processes. To make our onboarding system self-serve, I created a help center where I wrote over 40 articles addressing frequently asked questions and produced 10+ video demos. I was 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
Program Associate - 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