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Email: EMAIL AVAILABLE Phone: (571) 484-9624 https://LINKEDIN LINK AVAILABLE Driven and results-oriented Customer Success with over 3 years of experience at Plant3r, a leader in AI-driven urban gardening solutions. Passionate about empowering customers to succeed, providing tailored support and innovative strategies to achieve their goals. Consistently surpassed client retention targets, led successful onboarding programs, and contributed to product development through actionable feedback. Experienced in CRM systems, customer engagement, and cross-functional collaboration, committed to enhancing customer satisfaction and driving revenue growth. Professional ExperienceCustomer Success ManagerPlant3r Washington, DCJuly 2023  Present (Part-time) Lead customer success efforts for high-value accounts, focusing on engagement and long-term satisfaction with Plant3r's urban gardening services marketplace. Achieved a 15% increase in client retention through proactive communication and tailored communication about service quality success. Collaborated with product and marketing teams to deliver customer feedback that shaped product improvements. Spearheaded the implementation of a new marketplace system, improving efficiency and reducing response times by 30% for food service clients and community growers. Key Achievements: Customer retention rate: 92% Net promoter score (NPS): 65 Upsell and cross-sell revenue increase: 12%Customer Success SpecialistPlant3r Washington, DCJuly 2020  June 2023 Served as the main point of contact for over 150 customers, providing onboarding, technical support, and gardening services advice. Reduced churn by 10% through personalized success plans and proactive support. Facilitated webinars and workshops to educate clients on maximizing AI-driven gardening and community grower training tools. Worked cross-functionally to resolve product issues and increase client engagement. Key Achievements: Customer satisfaction score (CSAT): 90% Onboarding completion rate: 85% Churn reduction: 10%Legal Associate and Customer Relationship Specialist JEGLaw, Ltd. Las Vegas, Nevada Sep 2019  Jul 2020 Prioritized and managed multiple responsibilities and case deadlines, demonstrating strong organizational and multitasking skills in a fast-paced legal environment. Acted as the primary contact for assigned accounts, building trust and rapport while managing client casework, ensuring accuracy and timeliness through organized data systems. EducationThe George Washington University Law SchoolMaster of Laws (LL.M) Washington, DC, USA Graduated: 2019 Skills CRM Implementation (Salesforce, HubSpot) Familiar with tools: Helpdocs, Zoom, Microsoft Teams, Slack, Spreadsheets (Microsoft excel, Google Sheets) Cross-Functional Collaboration Upselling and Cross-Selling Team Leadership and Mentoring Clearly convey messages verbally and in writing Relationship building Critical thinking Prioritization and agility.