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WORK EXPERIENCE

SYNIVERSE

Tampa, FL   —   2017 - Present

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CUSTOMER SUCCESS MANAGER

  • Manage and own the overall customer relationship with the primary goal of achieving customer success by driving expansion, adoption and renewals.

  • Lead customer discovery sessions, analyze business needs and provide product solutions to grow customer revenue, overcome pain points and reach business goals.

  • Support the product, pre-sales and sales team to proactively identify and develop new sales opportunities drive value with our products. 

  • Create marketing strategies, ideas and proposals to increase product adoption, product usage and overall customer satisfaction. 

  • Monitor and analyze customer KPIs, as well as facilitate report management to ensure customer expectations are being met by internal support organizations and mobile solutions.

  • Research industry trends, use cases, case studies and market information to learn customer’s business to proactively strategize and consult customers on how to increase consumer engagement and conversation.

  • Build creative presentations with suggested product solutions, user flows, and informative, engaging content to provide a simplistic, relatable storyline for the client and the customer journey.

  • Organize and manage short code renewal process to ensure customer messaging programs stay active.

  • Identify new efficiencies in day-to-day processes and document job-aids to assist in team productivity.

  • Assist the implementation team with issues that may need to be escalated within the customer’s organization or Syniverse to ensure successful and timely deployment of a new service.

  • Participate in customer visits to gain understanding of customers’ business issues, use cases and usage of our products and services.

  • Attend product team roadmap meetings calls to ensure future customer requirements are being adequately represented.

  • Suggest proactive measures for enhancing service delivery. Collaborate with internal account, product, and operations teams and customers to effectively implement enhancements.

  • Strategize how to grow Enterprise business amongst Customer Success Team by assessing current customer use cases and leverage success rates to meet needs for customers and prospects in the same vertical.

Premier Sotheby's International Realty

Tampa, FL   —   2016 - Present

REALTOR, LICENSED REAL ESTATE SALES ASSOCIATE

  • Generate business maintaining constant communication with network, community associations and organizations, attending networking events and prospecting. 

  • Build strong relationships with clients and industry related professionals daily through email and phone interaction, utilizing and updating CRM software regularly. 

  • Promote services and sales of properties by creating marketing campaigns utilizing various mediums, such as print and digital advertisements, direct mail, open house events, social media ads, product placement and multiple listing services.

  • Create awareness of personal and company’s brand to stand out amongst competitors, focusing on niche geographic areas and demographics. 

  • Organize the preparation, printing and distribution of promotional materials.

  • Follow up, arrange and conduct meetings with prospective clients, buyers and sellers.

  • Generate market reports and analyses to determine home buying and consumer trends.

  • Provide thorough communication between parties to ensure deadlines and terms and conditions of purchases agreements are met prior to closing dates.

  • Prepare and review legal documents such as broker representation contracts, purchase agreements, closing statements and property leases.

  • Design, develop and maintain website, utilizing SEO techniques to generate and increase incoming online traffic and lead generation.

URBANISTA TAMPA

Tampa, FL   —   2013 - 2016

PARTNER, BUSINESS DEVELOPMENT MANAGER, REALTOR

  • Responsible for creating brand and company awareness in Tampa, Florida’s location from the ground up.

  • Developed business and marketing plan, including marketing budget, strategy, message and identifying how to effectively engage niche market.

  • Assisted in web design and content development through market research, while also using SEO and blogging tools to rapidly increase presence on search engines.

  • Created social media profiles to establish web presence, driving traffic to website.

  • Built new relationships and partnerships with condominium and apartment communities to establish brand/service awareness, focusing on helping their own efforts.

  • Promoted company though networking opportunities, events, sponsorships, local organization memberships, public relations and committee involvement.

  • Planned and composed promotional product design, ordering and placement.

  • Tracked lead sources and conversions through analytic tools with Google and social media platforms.

  • Managed daily postings on Craigslist, Postlets, Zillow, HotPad, Facebook, Instagram, Twitter and blogs, utilizing various social media and productivity tools.

  • Recruited and trained new agents how to implement marketing plan to produce own leads.

  • Implemented email marketing strategies with call-of-action techniques and customer nurturing with monthly newsletters.

Matrix Residential

Tampa, FL   •   Orlando, FL  •   Atlanta, GA  —  2011 - 2013

NEW DEVELOPMENT COORDINATOR, ASSOCIATE COMMUNITY DIRECTOR

  • Organized and led newly developed apartment communities handling all administrative needs, outside marketing, management of all leads and weekly market surveys.

  • Resolved resident and customer disputes with authority, professionalism and compassion.

  • Managed processing of and appropriate communication for new move-ins, move-outs, renewals, notices-to-vacate and evictions.

  • Responsible for being able to understand each market in order to create customized marketing plans, including strategic plans to disburse print ads and promotional products.

  • Visited local businesses, promoted various types of incentives, organized and hosted events, identified event opportunities for sponsorship, built strong networking relationships, generated qualified leads to drive traffic into our temporary office and converted leads into closed transactions.

  • Created and maintained property analytics systems to track use of digital marketing ads and platforms to identify top lead sources and successes.

  • Performed all tasks related to renting apartment homes including generating traffic, responding to telephone and internet inquiries, greeting prospective residents, touring prospective residents throughout the property, qualifying prospects and closing the sale by obtaining a rental application and a deposit.

  • Greeted and welcomed prospects, residents and investors for a tour of the community.

  • Used sales and closing techniques to lease apartments  effectively. 

  • Followed up with prospects and communicated any current specials

  • Assisted in planning and hosting resident retention activities and outside marketing.

  • Prepared quarterly newsletters and event marketing flyers.

  • Identified business inefficiencies and create new, more efficient systems to conduct day-to-day activities

  • Ensured success of marketing efforts by tracking traffic, reviewing ads, and developing potential marketing leads.

  • Recorded resident service requests accurately and in detail to assist the service team in the timely completion of all requests.

  • Promoted resident satisfaction and retention by responding to complaints, questions, and requests in a timely manner, and taking appropriate action to resolve and address service issues.

ASSOCIATE COMMUNITY DIRECTOR  •  MARKETING REPRESENTATIVE

Atlanta, GA  —  2009 - 2011

The Worthing Companies

The Titan Agency

Atlanta, GA  —  2008 - 2009

ADMINISTRATIVE ASSISTANT  •  ASSOCIATE ACCOUNT COORDINATOR

  • Managed, organized and updated contact database in support of Marketing Team.

  • Assisted Account Coordinator with organizing advertising placements through various mediums, based on budgeting and individual client marketing goals.

  • Coordinated scheduling and project completion to ensure client satisfaction. 

  • Arranged set-up for company booths at conventions, including creation and ordering of booth displays and promotional products.

  • Traveled to conventions as a brand ambassador, responsible for interacting with potential clients and signing people up for giveaways.

  • Assisted in media buying for upcoming projects.

  • Responsible for actively seeking and acquiring new, professional, business accounts.

  • Organized and recorded company expenses.

  • Created various spreadsheets for record keeping and research organization.

  • Handled high volume telephone calls, while responsible for stocking office supplies, sending and receiving emails, scheduling account appointments, and conducted cals for executives.

The Atlanta Braves

Atlanta, GA  —  2008 Season

BRAND AMBASSADOR

  • Interacted with fans, encouraging involvement in games, promotions, and fan activities.

  • Attended appearances outside of games to promote events and fan interaction.

  • Represented the brand of the Atlanta Braves as an organization as a brand ambassador, with enthusiasm and professionalism.

Turner Broadcasting System - SuperDeluxe

Atlanta, GA  —  Fall 2007

INTERN

  • Managed site submissions and kept all steps of the process documented and filed.

  • Created and maintained monthly calendar to inform team of timely and topical events.

  • Reviewed pitches and presented each to team in weekly meetings.

  • Organized a system for demographic research.

  • Provided assistance in in-house productions during content meetings, filming, and editing.

"A mind that is stretched by a new experience can never go back to its old dimensions."  - Oliver Wendell Holmes, Jr.
 

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