Acted as the primary point of contact for training inquiries, ensuring seamless communication of schedules, updates, and training requirements for customers, partners, and internal teams.

Resolved 810+ Salesforce cases related to technical training inquiries, platform issues, and class enrollments, ensuring customer satisfaction and platform adoption.

Managed the training inbox (30-45+ daily inquiries) and certification inbox (15-20+ daily inquiries), providing timely assistance and escalating requests as needed.

Onboarded new customers, partners, and internal users to Cybersecurity Academy, offering tailored training recommendations based on product needs.

Tracked and analyzed KPIs related to customer engagement, leading to a 20% increase in user retention over six months by identifying key pain points and optimizing user interactions.

Created dashboards and reports in Salesforce, Adobe Learning Manager, and Power BI, monitoring customer engagement, platform adoption, and sales enablement performance.

Monitored sales KPIs, ensuring a 15% improvement in quarterly revenue by adjusting training strategies and upsell recommendations based on performance data.

Designed and distributed marketing, sales, and training assets using Adobe Photoshop, Canva, and Microsoft Word.

Conducted product walkthroughs and training sessions to increase feature adoption, ensuring customers maximize platform value.

Collaborated with Marketing and Sales teams to develop renewal strategies and customer retention campaigns, driving multi-year contract commitments.

Developed customer health tracking reports to analyze retention rates, engagement scores, and revenue growth opportunities.

Assisted in managing the Premium Services Training Program (Subscription Renewals) and Managed Services Training Subscriptions Program, ensuring customer success and contract fulfillment.

Worked alongside LMS admins on the system migration from Skilljar to Adobe Learning Manager (ALM) for 90,000+ users, supporting implementation, testing, and adoption.

Crafted technical documentation and knowledge base articles using Scribe AI, Confluence, Seismic, SharePoint, and Salesforce Community.

Routinely sent mass email campaigns to 90,000+ users announcing training initiatives, certifications, and platform updates.

Provided real-time troubleshooting for global training webinars (10,000+ attendees), answering FAQs, ensuring seamless operations, and coordinating post-event communications.

Supported Proofpoint Protect Certified Guardian Certifications, assisting with certification marketing and exam development.

Identified and drove upsell opportunities, collaborating with the Sales team to secure renewals and increase revenue per customer.

Supported affiliate partnerships by tracking CPG and retail campaigns through Awin, Impact Data, Looker Studio, Google Analytics, and Mode Analytics, ensuring performance met client KPIs.

Assisted account executives and product support managers in managing partner relationships, ensuring successful campaign execution and performance tracking.

Conducted competitive landscape research to improve Ibotta’s offer content and parity, communicating findings via weekly email reports to the Retail Senior Leadership Team.

Developed a team resource called the “Link Library”—a centralized repository of 350+ resources—streamlining access to client materials and reducing time spent preparing sales proposals.

Created client-facing materials (decks, proposals, and reports) to support the sales team in CPG and retail campaign pitches and strategy discussions.

Designed and analyzed surveys via Qualtrics and SurveyMonkey to collect consumer insights and measure campaign effectiveness.

Researched Hispanic marketing trends, contributing to Ibotta’s strategic shift, which led to the launch of two Spanish-language commercials (Seguro que lloverá – Jan 1, 2024, and Muestra gratis – Apr 18, 2024) and a sponsored advertisement on the Yo Quiero Dinero podcast.

Assisted in change orders, Salesforce audits, and database cleanup, ensuring accurate client and campaign data.

Supported sales activities by collaborating with brand partners, creating client materials, analyzing performance, and assisting in outbound prospecting efforts to generate new leads.

Organized critical client information, maintained sales schedules, and took notes during SAR sales calls, ensuring key takeaways were documented for follow-up.

Utilized SQL, Excel, and BI tools, collaborating with data scientists and other members of the analytics community on performance insights and reporting.

Assisted in pulling campaign performance data, reviewing invoices, and facilitating sales cycle tasks such as proposal building and event coordination.

Enrolled 30+ consumers monthly into Nike's membership loyalty program, driving customer engagement and loyalty

Recognized by management for exceptional communication skills and efficiency, contributing to a positive team culture and excellent customer service

Achieved a 95% positive rating on post-sale surveys for conveying high product knowledge and delivering exceptional customer service, resulting in increased customer satisfaction and repeat business.

Opened and managed a new store, overseeing hiring, training, marketing, financials, and daily operations to ensure successful launch and sustained growth.

 Successfully completed the Manager in Training program, gaining expertise in leadership, customer service, inventory management, and invoicing.

Maintained 95%+ audit scores by ensuring compliance with health, safety, and operational standards.

Managed vendor relations, inventory procurement, and cost control to optimize efficiency and minimize waste.

Partnered with Europa sales vendors to source and stock high-demand merchandise (sports drinks, snacks, etc.), selecting products based on customer feedback and sales trends.

Established partnerships with local gyms such as 24 Hour Fitness and LA Fitness to host catering and sample pop-up events, increasing brand awareness and driving foot traffic to the new store.

Assisted franchise owners with payroll for 20+ employees and spearheaded new sales and catering initiatives.

Resolved customer concerns, achieving a 94% satisfaction rating and strengthening store reputation.

Led budget management, employee performance reviews, staff training, scheduling, and contract negotiations.

Applied performance and sales data analytics to refine business strategies, improve operations, and forecast needs.

Conducted weekly inventory audits to monitor stock levels, prevent shortages, and reduce over-ordering.

Utilized Data Central for inventory management, placing bi-weekly supply orders to maintain optimal stock.

Facilitated cross-store inventory exchanges to address supply shortages and co-hosted catering and fundraising events.

Managed social media marketing efforts on Facebook, Instagram, and Google Reviews, driving engagement and increasing local brand awareness.

Assigned and tracked corporate training modules via BlendCentral, ensuring employee readiness for new product rollouts and operational updates.

Oversaw $5 Friday promotions, coordinating logistics, staffing, and marketing to maximize sales.

Led day-to-day operations, ensuring compliance with all company policies, health regulations, and customer service standards while driving revenue growth.

Built and managed 20+ diverse online communities (gaming, lifestyle, fandoms, and niche interests), growing them to 10,000+ members through engagement and organic growth.

Launched and scaled new interest groups, tracking trends and creating spaces where members felt connected and excited to participate.

Supported the Brand Ambassador Program, working with passionate users to spread the word and expand BAND’s reach.

Kept communities safe and engaging by moderating content, handling reports, enforcing guidelines, and maintaining a welcoming environment.

Drove organic community growth by optimizing onboarding, sparking discussions, and keeping engagement fresh.

Organized community events, including giveaways, game nights, Q&A sessions, and themed challenges, to boost engagement and keep members excited.

Worked closely with the dev team, sharing user feedback, suggesting new features, and helping shape updates based on what the community actually needed.

Boosted brand presence and social engagement by fostering active conversations and encouraging organic participation.