DR

Aspire to Inspire 

About Me

Hey there, I'm Dee! A Chicago adoptee, so you know I've got grit, resourcefulness, and a lot's of Midwestern charm. I'm a multifaceted professional who bridges the gap between technology, business, and people. With experience in SaaS client operations, partner success, technical support, and software development, I specialize in turning complex challenges into seamless experiences, building lasting relationships, and finding smarter ways to work. Whether I'm driving client engagement or solving technical problems, I bring a strategic mindset with a passion for making things work better.

My journey has taken a unique twist, mixing my background in the performing arts and writing with my technical prowess. It's been nothing short of transformative, blending the creativity of the stage with the analytical power of coding. I envision a world where technology acts as a stage for enhanced organization and boundless imagination.

When I'm not fixing bugs, you'll find me immersed in passionate arguments about the best Spiderman movie, or exploring the latest tech trends.

Dee
+

Satisfied Clients

+

Projects completed

+

years of experience

Skills

Web
Data Validation
Technical Account Management
Data-Driven Decisions
Partner Success
Operational Excellence
Escalation Management
Revenue Retention
SaaS Platforms
CRM & Customer Insights
Technical Troubleshooting
Cross-Functional Leadership

Experience

  • Senior Partner Success Manager @Hagerty

    2024 - Present | Remote

    At Hagerty, I work at the intersection of partner relationships, account performance, and service delivery, helping insurance and automotive-related partners succeed in a complex, relationship-driven environment. I manage a portfolio of 30 partner accounts, balancing day-to-day relationship management with a broader focus on retention, operational efficiency, and long-term account health. Much of my work involves identifying potential issues before they escalate, coordinating across internal teams to resolve partner concerns, and using account feedback and service trends to guide improvements. By introducing more structured escalation tracking and follow-up, I helped achieve 95% SLA compliance and reduce average resolution time by 20%. I also partnered with internal operations teams to streamline partner-facing workflows, reducing recurring service issues by 15% and improving response times by 20%, while maintaining 95% partner retention through proactive account management.

  • Lead Client Operations Manager @Ready Education

    2022-2024 | Remote

    At Ready Education, I led client operations for a portfolio of more than 90 higher-education SaaS accounts, working with institutions to strengthen their platform adoption, improve the customer experience, and support long-term account success. My role required me to connect the needs of institutional clients with the operational and product decisions that shaped their experience. I developed onboarding and adoption strategies designed to help customers realize value sooner, contributing to a 96% customer satisfaction rate, a 20% reduction in onboarding time, and a 15% increase in platform adoption. I also worked closely with Sales and Product to translate institutional feedback and platform usage trends into actionable improvements, contributing to six product enhancements annually. Beyond individual account needs, I standardized client engagement and proactive outreach workflows across the portfolio, saving eight administrative hours per month while improving account coverage and consistency.

  • Full Stack Software Engineer @100Devs

    2021 - 2022 | Remote

    At 100Devs, I developed my technical foundation by building and improving full-stack applications and user-facing tools, translating product requirements into functional software solutions. The experience taught me to look beyond whether a feature worked and consider how people actually interacted with it, where they encountered friction, and how the underlying system could perform better. I used user feedback and application performance insights to identify usability problems, refine functionality, and improve the overall experience, contributing to a 40% increase in user engagement and a 25% reduction in user complaints. I also diagnosed application defects, addressed recurring technical issues, and investigated opportunities to improve performance and reliability. These efforts helped reduce recurring bugs by 20%, improve application response times by 15%, and cut manual testing and debugging time by 25%. This technical background continues to inform how I approach customer success: understanding the technology behind a problem makes it easier to investigate root causes, communicate with technical teams, and connect product capabilities to customer needs.

Education

  • Bachelor Of Communications and Media

    2017-2021 | Marquette University

    Fostering creativity and visual communication skills is invaluable for designing user-friendly interfaces and creating engaging multimedia content in the digital world, complemented by proficiency in technical writing and creative flow.

  • Bachelor Of Arts - Sociology

    2017-2021 | Marquette University

    Deep understanding of human behavior and societal dynamics, crucial for designing technology that aligns with ethical and social considerations.

Certifications

  • Google IT Support Specialist

    2023 | Google

    A program that equips learners with essential skills in troubleshooting, customer support, and system administration, making them adept at resolving technical issues and providing top-notch user support.