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Manager, School Solutions
I build AI-enabled support operations and high-trust client experience teams.
United StatesManager, School Solutions at Varsity Tutors (Nerdy, Inc.)
Built the institutional department's dedicated support team from scratch while leading the Parent Onboarding team, redesigning the operating model around AI agent tooling and automation. Improved escalation rates by nearly 50% year-over-year and personally configured AI support agents in Zendesk and HubSpot.
ZendeskHubSpotCRM AutomationWorkflow AutomationDashboard AutomationEscalation ManagementRequirements GatheringCross functional CoordinationTeam Leadership
Managed two teams across two departments simultaneously, including a state-funded grant program team and the Parent Onboarding team. Outperformed peer managers on team retention across 4+ years leading teams of 6 to 30 agents, retaining every team member through the company's 2024 layoffs.
Master of Education degree with a 4.0 GPA.
Bachelor of Arts in Psychology with a minor in German, graduated with honors.
Team LeadershipRetention StrategyCoachingPerformance ManagementChange Management
Led two separate teams across two departments, including the institutional onboarding team and a newly created team supporting a state-funded grant program. Built the grant program's onboarding operation from the ground up, training the team and developing new tools and processes.
Team LeadershipOnboardingTrainingProcess DevelopmentProgram Management
Promoted to official leadership of the onboarding team, formalizing the tools and processes built over the previous year ahead of a second promotion to Client Care Team Lead three months later.
OnboardingProcess ImprovementTeam Leadership
Transferred internally to the newly launched institutional department and built the onboarding team's operations and processes from the ground up, informally leading the team and coordinating with other departments to develop new tools ahead of a formal leadership promotion.
OnboardingProcess DevelopmentCross functional CoordinationTeam Leadership
Managed a portfolio of up to 700 client accounts, handling scheduling, educational consulting, upselling, and de-escalation. Consistently met and exceeded sales and retention KPIs and became the team's go-to resource for the CRM and complex customer situations.
Account ManagementUpsellingDe escalationCRMCustomer Retention
Represented Concordia University Portland at conferences and campus events nationwide, managing booth logistics and marketing materials. Consistently exceeded lead-generation goals through large-scale presentations and small-group educator conversations.
Lead GenerationEvent ManagementMarketingAnd Presentations
Profile sourced from Himalayas.