Madalyn Evans

• 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.

• 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

• 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.

• 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.

• 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

• 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

• 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