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Lead Ambassador

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I've been an action sports enthusiast for 20 years, and am most passionate about snowboarding. I have worked in ski/snowboard retail, ski resorts, and non-profit ski & snowboard clubs. In the most recent years, I have been honing in my Customer Service Leadership skills in the cloud-based software industry. I earned my Associates Degree in Outdoor Education with a certificate in Outdoor Industry Business Management, and am looking to advance my career in the Outdoor Industry using the experience I've gained leading Customer Support and Success teams over the past several years. 

• Organize and lead monthly volunteer trash cleanups to clear natural spaces of litter
• Outreach to businesses to develop partnerships that will increase impact and engagement at volunteer cleanup events
• Coordinate with corporate partners for corporate cleanups
• Network with city & state governments to obtain permits for events and identify problem areas in need of cleanups

• Oversee meetings for customer onboarding by facilitating and planning all programs, centralizing operations and increasing efficiency visibly. 
• Coordinate with existing customer-base by creating slide decks to update key stakeholders on project deliverables and key metrics, ensuring cohesion, comprehension, and aligning expectations with all deliverables.
• Enhance operations by tracking key metric deliverables and statuses to regulate integrity of agreement to all partners.
• Optimize user experience by developing and conducting training programs for current customers and stakeholders.
• Consistently assess and update OKRs & KPIs for the Customer Success Department while generating business reports & updates for the leadership team regarding customer statuses, platform, and user churn to drive 100% quality outputs.
• Accelerated the Sales team onboarding rate by officiating prospect meetings and supporting the Sales team during team meetings/ prospect calls to answer key improvement techniques in platform and onboarding process questions.
• Regularly evaluate and manage contract deliverables and project statuses to draft invoices for issuance to customers.
• Improve performance of Customer Success team members by directing the coaching and training development.

Customer Success Manager

• Help partners scope, craft and create programs that enable learners to advance economically
• Provide customer service and support for existing and prospective clients
• Facilitate the onboarding of new partners 
• Build roadmaps and timelines to support a smooth, seamless, and timely product launch
• Conduct regular meetings with partners to ensure success of product use 
• Communicate with teams internally to monitor and coordinate execution of tasks that contribute to partner's success
• Create and deliver training materials for partners and their stakeholders to maximize use of new and existing platform features

Customer Success Lead

• Supervised all training & mentoring development programs of Tier 1 Technical Support team members to enhance skills.
• Streamlined business operations by overseeing the workflow efficiency of the customer support department.
• Personally directed associates to effectively manage emotionally escalated clients and large-scale software issues, resulting in excellent feedback ratings from end-users.
• Spearheaded the development and execution of training manuals to support training staff on multiple integrated software platforms and hardware elements in the remote access control field, improving overall functions significantly.
• Analyzed client needs and successfully devised knowledge base articles to support customers and staff in product data.
• Leveraged technical support expertise in resolving issues in inbound and outbound calls & emails from customers.

Technical Support Team Lead

• Interfaced with various clients in providing technical assistance and other services, achieving substantial client satisfaction.
• Resolved all customer issues by coordinating with clients and creating solutions aligned with the industry's best practices.
• Maintained and ensured on-time delivery of technical support to clients to foster organizational excellence.
• Increased retention rate by providing a series of actions to settle client concerns, including configuration of various tech issues.

Tier 1 Technical Support Representative

• Assisted clients in application for public assistance programs and determined appropriate services/programs to meet the needs of clients by conducting eligibility interviews, researching and evaluating all necessary information such as family members and relationships, financial status, and income resources.Human

Eligibility Specialist

Customer Service Representative

Lift Operator

• Greeted clients and informed them of current promotions
• Educated clients on hard and soft goods that catered to what they were looking for
• Attended clinics and demos of different companies and products to further enhance my knowledge and sales techniques
• Helped open/close store
• Operated cash register and computer inventory system
• Stocked hard and soft goods as needed
• Weekly inventory count
• Pass sales to local ski resorts

Retail Associate

• Opened/Closed on-campus shop 
• Sold hard and soft goods including skis, snowboards, clothing, accessories and more
• Sold season passes to various Vermont ski resorts by informing students and faculty of details of all mountains.
• Assisted guests (old and new to skiing and snowboarding) with info of local snow sports scene and upcoming events
• Managed electronic files of inventory and time tracking
• Social media communications on club information

Club Representative

Madalyn Evans is a Lead Ambassador at Keep Nature Wild in Arvada, CO. View their experience, skills and work history on Malakye — the professional network for…

Madalyn Evans — Lead Ambassador at Keep Nature Wild

Madalyn Evans

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