About me
I am extremely patient and conscientious with a focus on excellent customer experience. I possess a high level of adaptability, with exceptional teamwork and leadership skills in various environments. I am highly collaborative, providing accountability and goal oriented leadership with a steady, unwavering calm demeanor. I am proficient with numerous SaaS products, Zendesk, Project Management tools, Google Suite, Microsoft Office, Adobe and quick to learn new software and technology.
Education
Colorado State University 2003 graduate
BFA in Sculpture - Art History Minor - 4+ yrs Art Education experience
President of Student Organization for the Visual Arts (SOVA) 2001 - 2003
2009 Scrum Certified Master (CSM)
2016 Registered Yoga Teacher (RYT)
Director of Customer Success - Caribu
May 2020- present
Serve as the frontline for customer support inquiries across multiple channels simultaneously (email, phone, social media and public-facing customer review sites). Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback back to the appropriate teams. Create smooth processes for all customer service inquiries, including working with Social Media and Product Teams. Manage queue of open issues to deliver timely and effective solutions - escalating when necessary. Communicate bugs and user feedback to our Product team. Help with customer retention and contribute recommendations for improving our product and processes.
Director of Production/ Lead Project Manager - Botanic Technologies
August 2017- March 2020
Manage all project production, including; timeline creation, resources, budget, features, scope, change orders & version control. Schedule and coordinate status meetings/presentations with multiple companies/partners. Assist with writing proposals and creating demos for prospects. Managed UI/UX Designers, Character Designers, 3D Artists, Project Managers & Content Authors.
Digital Arts & Media Manager - IdAvatars (formerly CodeBaby)
June 2010 - March 2017
Digital Arts and Media Manager - October 2013 - March 2017
Create Manager - December 2012 - October 2013
Create Specialist / Training / Support - September 2010 - December 2012
Create Specialist / Support - June 2010 - September 2010
Managed Art & Media teams & employees in those roles. Responsibilities included; Maintaining staff by recruiting, selecting, orienting & training employees. Coaching, counseling employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Directed team in development of assets to be utilized in client projects including delegation of work, setting & adhering to deadlines, quality control & creative oversight. Built & maintained pool of voice talent with skills in multiple languages. Scheduled voice recording sessions and provided feedback & coaching for voice talent. Negotiated contract pay rates for 3rd party scripting, voice talent & foreign language consultants.
Worked with a team of artists & architects to create the visual side of innovative, engaging, interactive web & mobile conversations. Created 2D character mock-ups in Photoshop for the client. Edited audio for quality & script accuracy. Composited & selected animations based on script content, team QA and final video rendering.
Developed & administered training program for users; Consisted of pre-sales training, demos & assistance with webinars, beginner & advanced training sessions in-person & via Webex. Created series of training videos to educate users.
Monitored support for CodeBaby Studio product. Responsibilities included phone & email support cases. Tracked & logged support tickets. Worked in conjunction with engineering to escalate bugs, feature requests & error logs. Developed email templates, updated documentation & created a knowledge base with support articles/FAQs.
Customer Success Engineer - Rally
October 2009 - June 2010
Provided phone & web support for product implementation and training to the Rally customer base via email, phone, and Webex.
Executive Assistant / Graphic Designer - Foothills Art Center
March 2005 - March 2007
Graphic & web design included: logos, posters, postcards, brochures, newspaper & magazine ads, fliers, press releases, in-house printing/distribution & outsourcing. Education program development, event coordinating, executive board assistant, secretarial duties & volunteer assistance.
Assistant Purchaser / Shipping Technician / Sales Assoc. - H.R. Meininger Co.
February 2004 - March 2005
Ordered & replenished multiple product lines, inventoried & stocked all product lines, handled all shipping & billing discrepancies for accuracy and condition.
Crew Chief / Graphic Designer - Curfman Gallery
April 2001 - November 2003
Managed crew team: installing & striking exhibitions, scheduling, posters, postcards & logo design, visiting artists, special event & reception coordination.
Skills
9 years experience managing conversational avatar deployment, NLP and realtime 3D. Serving as the connective tissue that combines the creative services and technical product teams.
Comfortable in both creative and technical fields. Over a decade experience in graphic design and production. Exceptional teamwork capabilities, highly collaborative, providing flexible leadership.
Experience in customer services roles, high level of patience and desire to work towards a greater good. Comfortable in fast-paced environments with important deadlines. Roles can include but not limited to: client meetings, proposal development, scoping, timing, general oversight of schedules, budgets and deliverables.