iorad

Customer Success Manager

the old girls club

Member

Lavender 💜

Senior Customer Success Manager

Promoted into the Customer Success Manager, Scaled role, I was responsible for creating the company's first roadmap for scaling existing customers.

I increased ARR by ~$20k in < 3 months by identifying upsell opps based on customer usage data, proactively noting cost-saving measures for customers through early renewals.

I also created a 365 day success plan for all customers, setting expectations and deliverables for first 30 days, 60 days, and quarterly check-ins.

Customer Success Manager, Scaled

As a team of one in User Success, I was responsible for the day-to-day management and resolution of any inquiries or troubleshooting requests from our users. Using Intercom as our primary communication tool for support, I was able to:

- Increase CSAT to 96% by resolving ~20 inbound support tickets per day
- Create 75+ custom responses for the AI chat agent, answering ~90% of customer questions, and resulting in ~50% resolution without teammate involvement, increasing support bandwidth
- Save the company approx. $32k in operating costs by reducing median resolution time by an average of 30 minutes
- Manage audit of Knowledge Base articles, editing 80+ existing articles, and creating 10+ new articles

User Success

NationBuilder

As the account manager for 50 Enterprise customers, I was committed to their success, satisfaction, and retention. Using my relationship-building skills and empathy for the common challenges faced by my customers, I guided them in leveraging the platform effectively, translating their goals into achievable milestones.

I drove adoption by providing technical troubleshooting and strategic coaching on a daily basis, while actively contributing ideas to enhance the effectiveness of the global team. I identified and addressed potential risks to customer retention, and advocated for customers by representing their needs to the Product and Engineering teams.

Highlights include:
⇢ Exceeded growth and revenue retention targets (203% and 132% averages) through strategic identification of customer growth areas.
⇢ Generated $850k in renewals revenue by providing strategic solutions, generating customer ROI, showcasing lifetime value, and ensuring optimal product performance to minimize churn.
⇢ Developed and implemented a first-ever custom online learning course, encompassing 15+ modules, 75+ topic lessons, 100+ content pieces, and 200+ edits.
⇢ Expanded product adoption by creating 150+ materials of use case-focused documentation, webinars, and blogs, enhancing customer education and marketing efforts.
⇢ Collaborated on post-sales implementation deliverables for 20 customers, translating technical concepts for non-technical audiences.
⇢ Partnered with Revenue Operations to close 100% of new bundled upsell opportunities and deliver ROI-driven add-ons to maximize customer satisfaction and product adoption.
⇢ Administered and analyzed 100+ pieces of user feedback, providing revenue-driven recommendations for product enhancements, including API offerings.
⇢ Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Slack | Coda | Trello | Jira | Intercom | Asana | Any.do | Canva | Adobe | Dropbox | 1Password | 15Five | Zoom | Loom | Tango | Scribe | Coassemble | Notion

Customer Success Manager (Enterprise Account Manager)

Habitat for Humanity of Wake County

Highlights include:

⇢ Developed strategic roadmap to grow 50+ enterprise account investments, managing $1.45M+ in annual revenue and leading programmatic engagement.

⇢ Identified engagement and adoption gaps across 30+ opportunities. Utilized cost-benefit analysis to iterate and enhance strategic plans for FY20 and FY21.

⇢ Successfully lead the transition from in-person events to virtual format in March 2020. Adapted, produced, and hosted the organization's inaugural Virtual Women's Build program through live events featuring community stakeholders, key accounts, and partners.

⇢ Created compelling communications to grow activation from funders, stakeholders, and internal audiences while promoting the organization's brand and core principles.

Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Microsoft Office (Word, Excel, Powerpoint) | Blackbaud (Raiser's Edge) | Classy | Constant Contact | VolunteerHub | Canva | Adobe

Director of Partnerships (Corporate Relations)

The V Foundation

Working with the V Foundation under a Contract Consultant role, I oversaw all aspects and strategies of community engagement and outreach for The Victory Ride to Cure Cancer annual fundraiser. The 2019 fundraising goal is over $400K and the event has trended evenly YOY from 2018.

The V Foundation and The Victory Ride to Cure Cancer are advancing and bolstering community awareness, engagement and activation through the strategic development of grassroots outreach plans. My highest focus was on cultivating and mobilizing corporate and community partnerships to create multiple fundraising sources. Our reach goal was to boost team participation to a minimum of 20 teams combining a minimum of 740 participants.

Consultant - Community Engagement and Outreach, The Victory Ride

Lahey Health

With Lahey Health I was an integral part of the team that directed fundraising and stewardship activities through affinity programs. I engaged nearly 15,000 constituents that supported philanthropy of the Lahey Health system.

Highlights include:
•	Grew annual recurring revenue by $350K+ in under 6 months through acquiring, activating, and managing 15K+ clients across engagement programs.OY. 
•	Developed and executed onboarding material and training on SaaS platform, translating technical elements by creating 10+ bespoke manuals and evergreen how-to guides for internal and external partner use.

Skills: Google Suite | Raiser's Edge | Teamraiser | Luminate | Blackbaud | Adobe Suite

Associate Director, Philanthropy Programs (Affinity)

Phillips Academy

With Phillips Academy I returned to an Alumni Engagement role, overseeing a larger territory. I managed 10 accounts of active alumni volunteer committees, comprised of 15+ members, and engaged constituencies in the three largest regions: NYC, Northern California, & Southern California.

I executed 60+ unique events to drive customer engagement and new revenue generation opportunities that impacted over 6,000 constituents and achieved a benchmark 10% increase in unique engagement through the execution of bespoke, complex programs and targeted outreach through digital and social media communications.

The highlight of this experience was the opportunity to develop and complete multiple regional Head of School events each year, engaging the alumni community around the Academy’s leadership. When the Academy launched a new $400M capital campaign my team and I developed and executed 3 campaign launch events in a single quarter. These events hosted the Head of School as the guest speaker to promote the new campaign.

Skills: Microsoft Office Suite | Datatel | EverTrue | Graduway | EventFarm | Cvent

Assistant Director, Alumni Engagement

Greater Haverhill Chamber of Commerce

Familial obligations required my return to MA. I was connected to the Greater Haverhill Chamber of Commerce, who needed a part-time Membership Coordinator. This role was mutually beneficial as I was able to help boost their revenue while fine-tuning my sales and networking skills and exposing myself to the local business community.

In my tenure, I personally closed 80% of new memberships, boosted retention and performed membership-to-benefit analysis; increased revenue for Chamber, and brand awareness and value for clientele.

Requiring full-time work, I accepted a role in the education industry again and remained a volunteer with GHCC.

Membership Coordinator

Occidental College

Seeking a different application for engagement, I moved to LA and accepted a role with Occidental College as the Assistant Director of Alumni and Parent Engagement. The goal for this role was to create and maintain involvement and a sense of ownership among Alumni and student-body parents of the College. 

We developed and implemented nationwide, strategic engagement plans for more than 22,000 constituents from 10 regional alumni chapters and 12 alumni affinity groups. This required the recruitment, training and management of a team of over 20 volunteer leaders who, in turn, executed engagement events. A point of pride for me was the creation of 10 identity-based groups to support on-campus collaboration and scholarship fundraising efforts. These groups were vital to increase visibility, awareness, and engagement among the diverse alumni body and offering more opportunities for inclusion.

Skills: Google Suite (Gmail, Drive, Docs, Sheets) | Microsoft Office (Word, Excel, Powerpoint) | Smartsheet | iModules | WebEx | Cvent | Perfect Venue | Adobe Suite

Assistant Director of Alumni And Parent Engagement

With 15+ years of diverse experience in non-profit, education, SaaS, and media, I bring a ton of valuable insights and diverse viewpoints to customer success, advocacy, and enablement. I'm a pro at communicating across different platforms and connecting with people wherever they are. In conversations, I always bring empathy into the mix. It's not just about explaining what's important, but also why it's crucial for both the customer *and* the company.

My boundless curiosity has made me an exceptional relationship builder, a colleague who cares deeply for others, and an enthusiastic collaborator who is obsessed with all things Customer Experience.

Whether I’m talking to a customer or collaborating on a project, my mission is to:
⇢ Quickly understand the end goal
⇢ Uncover the pain points
⇢ Get creative on strategic solutions
⇢ Empower others

I was the first non-cheerleader in my high school history to be named “Most Spirited” in the yearbook superlatives.

(I can’t point to any records specifically, but there aren’t any records refuting it either, so…)

I guess you could say my enthusiasm for customer success and advocacy is just a part of my DNA. (But I’ll also bring the pom-poms to meetings, just in case.)

If you’re looking for someone who can communicate value, translate customer feedback into actionable insights, loves strategizing on how to make the most of a product, and isn’t afraid to ask lots of questions - let's connect!

--

Some recent achievements:
⇢ Exceeding growth and retention targets (203% and 132% averages) for a portfolio of 40+ B2B and B2B2C global enterprise customers
⇢ Building and managing 15+ learning modules and 75+ topic lessons; writing 100+ pieces of content; and executing 200+ edits for an enterprise customer's custom online learning course.
⇢ Increasing global product adoption by creating 150+ pieces of segment-focused documentation, customized workflows, and onboarding training decks for both technical and non-technical audiences.

Other highlights:
⇢ Give-first mentality
⇢ Epic trivia teammate
⇢ If Googling things was a professional sport, I’d be Serena Williams
⇢ High EQ - I *can* read vibes through Slack messages and Zoom calls

✨Opinions/views are my own✨

Ashleigh Bergh Duggan ✨

The Baldwin Group

Client Experience Leader

UPC Insurance

*Led and motivated a team of up to 60 Underwriters, Non-Licensed Home-Self Inspection Advocates, and Team Leads in the day-to-day Operation of the Client Experience Center. 
*Ensured appropriate coverage in call center operation, Quality Analysis of calls and document processing met quality standards.
* Coordinated and oversaw critical projects involving IT, Finance, Underwriting, and Compliance, including the evolution of Legacy CRM to new platforms. 
*Provided cost savings exceeding $1M by leading critical Legacy CRM policy update project to new platform, coming in ahead of deadline.
*Supervised Replacement Cost Project, ensuring the book of business risks were compatible and brought up to proper inflation related coverage amounts, increasing the value of the book and premium.
*Served as point of contact and liaison during multiple external purchases of books of business and ensured continuity of quality for insureds and Agents. ( Slide, TypTap, and HCI)
*  Managed runoff of all Personal Lines business and established processes and procedures to become a Managing General Agency. 
*Leadership, collaboration, and communication between multiple external vendors in a rapidly changing environment. 
*Provided support during Hurricane season to Claims department; provided call center support and staffed up/down appropriately utilizing temporary employees; onboarded and trained quickly to complete the First Notice of Loss Form and provide extended hours staffing.

Director of Client Experience, Operations and Underwriting

Responsible for managing and facilitating the customer service within the Client Experience Center for Agents and customers alike in a 100% remote environment. 
* Creation of metrics, SLA’s and career ladders for all roles. 
*Continued Coaching of staff resulted in 11 internal promotions to roles within the company.
*Developed and executed customer service plans and trained employees to provide excellent service, including Service Level Goals for the Call Center, and turnaround time for Agent and Insured written endorsements requests.
  *Supervised multiple cross-departmental projects, ensuring accuracy and completion goals were met, including Legacy System transfers, and Book of Business sales to external buyers. 
*Served as POC for financial discrepancies within these transfers, and handled all BBB complaints, along with ensuring compliance.

Manager of Client Experience, Operations and Underwriting

*Focus on improving the customer and Agent experience by understanding risk and offering the best end to end solutions. 
*Use a disciplined approach to exposure evaluation, risk assessment using data proper documentation to support business decisions. 
*Administering and continuous monitoring of underwriting rules, guidelines and insurance legislation. *Developing and maintaining agency and broker relationships.
*Trained the newly created Home Self Inspections Team-this role was previously outsourced.

Underwriter

Liberty Mutual Insurance

* I created and deployed a coaching program throughout Liberty Mutual to improve Liberty Mutual’s Net Promoter Score within the Tampa call center. Due to the dramatic increase in Net Promoter Score (+21 pts in 6 mos), this program was ultimately rolled out to all 6 Call Centers utilizing a combination of call listening, peer-to-peer training, and capturing call flow analysis. 
* I created lunch & learn trainings to increase the knowledge base of systems and procedures; pinpointing knowledge gaps extracted from customer survey feedback. I extracted data from low performing NPS score states and determined certain skill and communication shortfalls, like lack of empathy and incorrect application of safety discounts (auto) and created specific trainings to close these gaps.
* Implementation of this Coaching program dramatically improved NPS, increased SLA’s and first-call resolution.
* I also identified "down-time" that could be used to provide on the spot trainings for employees during slower call periods, removing the need to schedule off phone time to provide required trainings.  This saved millions of dollars in productivity.

Coaching Concierge/ Quality &Training Specialist

Designed and implemented strategies to increase customer loyalty to the Liberty Mutual brand, and retain business.
* Prepared proposals and explained claim and citation impact on rates.  
*Analyzed customer feedback and trends, negotiated contracts, and compiled proposals. 
 ACHIEVEMENTS: Top1 % Retention Agent in 2016/2017; Highest NPS score 2017.

Retention Specialist/All Personal Lines

*Service new and existing customers and create new opportunities for business.
* Develop insurance quotes, close sales, and suggest coverage changes as well as cross sell additional lines of business.
* Auto, Home, RV, Motorcycle, Flood, and Umbrella

Licensed Sales Producer

Hillsborough County Sheriff's Office

Deputy Sheriff

911 Operator

Transformational Insurance Leader: Leading Client Experience and Operations: Seeking new opportunities

Hello! I’m passionate about enhancing the customer and agent experience through comprehensive risk solutions. With a proven track record, I’ve led and motivated teams of up to 60 underwriters, team leads, and home-self inspection advocates. My focus? Quality, accuracy, and operational efficiency.

Key Highlights:

Successfully coordinated critical projects across IT, finance, underwriting, and compliance.
Led a legacy CRM policy update project, resulting in over $1M in savings.
Supervised a replacement cost project to ensure seamless book of business compatibility.

My Commitment:

Developing and executing customer service plans.
Providing tailored coaching for team members.
Crafting individualized career development paths.

I draw inspiration from my family, industry peers, and the unwavering pursuit of doing what’s right. Let’s connect! Reach out if you share my passion for excellence in risk management and customer service. 📊👔

taplio

The Battle

Ashleigh Bergh Duggan ✨

Laurel P.

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