Endurance Management Coaching

I’m in the business of people.  I believe everyone deserves an awesome leader and we are not destined to be miserable in our work.  

I’ve married my natural gifts as a developer of people with coaching certification from Co-Active Training Institute & ICF to launch a business that empowers others.

Highlights:
- Built (and have maintained) a full roster of coaching clients in less than a year  
- Built and designed >30 different manager training workshops
- Trained >2,500 managers

Guest speaking engagements with:
- The Mom Project 
- Discover 
- VMware 
- UserTesting
- eBay

Partnered with these incredible organizations to train their managers:
- eBay
- Yelp
- Reddit
- Litmus
- NoRedInk
- Databricks
- GlossGenius
- Astrolab Venturi

Founder & Certified Executive Coach

Zakem Coaching + Consulting

Built and facilitated custom management and leadership training solutions.  Everything from an 18-month manager development training program to laser-targeted training to meet immediate needs for the business.  Key clients have been: Litmus and brightwheel.

Facilitator

BetterManager

Designed and facilitated training sessions for thousands of managers.  

Topics included: feedback, teaching managers core coaching tactics, and helping leaders have more effective career conversations.  

Engaging and transformative facilitation contributed to clients renewing and expanding their engagements with BetterManager.

Opendoor

Responsible for creating and building Opendoor's Learning & Development team.  Grew our team to more than a dozen trainers and instructional designers, while supporting 1,400 employees across 20+ markets and a mix of field team members and HQ.

Highlights for my experience with Opendoor:
- Selected and deployed an LMS
- Remotely managed an awesome crew of team members, while consistently a top leader for team engagement, through hyper-change, hyper-growth.
- Owned Opendoor's new employee onboarding 
- Managed the deployment of role specific 30-day onboarding training plans for our operations and customer support business units
- Created and delivered regular manager onboarding with a 6-week training curriculum 
- Hosted monthly manager training offerings with emphasis on feedback, change management and developing team members
- Launched monthly Leadership Roundtable series
- Worked cross functionally to support product and process launches to maximize scalable deployment of changes across the business
- Partnered with business leaders to understand needs and deliver training solutions.
- Created and launched Opendoor Academy - monthly career development offerings for the company.
- Launched a Leadership Development Program for high potential team members.

Head of Learning and Development

Yelp

Associate Director, Training & Customer Success 4/2015 - 10/2017	
Senior Manager, Training & Customer Success  1/2013 – 4/2015
Senior Manager of Client Services  4/2010 – 1/2013				
Manager of Client Services  10/2008 – 4/2010				
Account Manager  1/2008 – 10/2008	

I was Yelp’s first Account Manager and laid the foundation for the Customer Success org. We grew to become a team of 250+ across 5 offices and managing more than $500M annual revenue. I built the customer journey by creating new client onboarding procedures, proactive client lifecycle management, and revenue retention strategies. 

When I shifted to take on Training & Customer Success, I drove the evolution of the Customer Success team to scale the department and optimize retention and grow revenue. I successfully built out a training team that was responsible for the training and development of 500+ Account Managers and Client Partners.

- Established and implemented Customer Success departments for 3 acquired companies: Qype (Germany), SeatMe, Turnstyle.
- Launched a Learning Management System to further develop Account Managers and advance their customer interactions. 
- Named subject matter expert for auction ad delivery and cost per click pricing.
- Successfully lead product launches with cross functional teams.
- Deployed Salesforce ServiceCloud for case management to boost response time for Yelp’s advertising customers.
- Launched and managed Customer Satisfaction Surveys.
- Remotely managed a team of training managers during a time of hyper-growth.
- Created entire training curriculum for new hires, managers, and client partners to expand technical and soft skills.

Associate Director, Training & Customer Success

SCORE! Educational Centers

Senior Center Director  2/2007 – 12/2007	
Center Director  9/2005 – 2/2007				
Personal Training Program Director  9/2004 – 9/2005				
Director of Instruction  4/2004 – 9/2004	

Over the course of four years, I built, grew, and sustained SCORE! after-school tutoring centers.  Successes included the creation of monthly strategic marketing plans, exceeding lead generation targets, top customer service ratings, and being the first center in the company to hit $1M in annual revenue.

- Named "Best in Class People Manager" in 2007.
- Beat company records for student retention (>97%) 5 months in a row.
- Deployed student lifecycle management to proactively resolve red flag members and reduce churn.
- Managed and developed a staff of 5 full time and 20 part time employees.
- Created and facilitated the mentor program for all of Northern California to ensure ongoing development (100+ employees).

Senior Center Director

Increasing management & leadership effectiveness with training & 1:1 coaching.

I’ve been training and developing people for 20 years.

For most of those years, I was working within an organization, training and coaching our people.

But I wanted more.  

I wanted to coach, train, and develop people beyond the walls of one organization.  I wanted to broaden my impact.

Then, in 2020, I not only started my coaching certification journey, I also started my business: Endurance Management Coaching.

And here’s my key to success: be human, with standards.

→ Care deeply for those you lead
→ Hold a high bar & then coach them beyond that bar
→ Focus on strengths & enabling energizing work

And my approach is working.

Companies trusting me with their people:

→ Yelp 
→ eBay
→ Reddit
→ VMware
→ Discover
→ ClassPass
→ GlossGenius

I work with managers & leaders in 4 capacities:

1. Live group trainings
2. Live leadership retreats
3. 1:1 coaching
4. Online courses


If you’re looking to further develop yourself or the managers and leaders in your organization, I’d love to explore your needs and our fit.  

Explore training solutions:  
https://endurancemanagementcoaching.as.me/?appointmentType=20918266

Explore 1:1 coaching:  
https://endurancemanagementcoaching.as.me/?appointmentType=19778310

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