Neesha Rodriguez

Ward

Summary

Customer‑focused professional with a background in coaching, digital program operations, and high‑touch service, skilled at guiding customers through onboarding, driving adoption, and improving long‑term engagement. Strong in relationship building, communication, and process improvement, with a track record of anticipating friction, coordinating cross‑functional work, and creating clear, supportive customer journeys. Learns new SaaS and technical systems quickly and translates them into simple, actionable steps for end users.

Overview

years of professional experience

Work History

Health & Fitness Coach / Program Operations Lead

The Betty Rocker, Inc

Remote

06.2019 - Current

Manage a high-touch customer experience across coaching, digital programs, and ongoing engagement, helping clients stay connected to program goals through proactive communication, education, and support.
Build and deliver recurring wellness programs from the ground up each month, translating broad program goals into clear user journeys, organized content, and repeatable workflows that support strong onboarding and continued participation.
Anticipate friction points in the customer experience and push through improvements to workflow, organization, copy, and documentation so participants have a more seamless and intuitive experience.
Coordinate moving parts across content creation, class scheduling, tracking systems, design handoffs, and internal documentation to keep projects on track and customer-facing experiences consistent.
Create customer-facing communications and educational content in a clear, supportive voice, helping users understand what to do next and how to stay engaged with the program.
Use feedback patterns and participation signals to identify where users are confused, inconsistent, or at risk of disengaging, then adjust communication and support strategies to improve follow-through.
Work independently in a fast-moving remote environment while maintaining strong follow-through, organization, and cross-functional visibility through tools such as Trello and Google Workspace.

Hospitality Manager / Bartender / Server

Various

Across The United States

08.2007 - 03.2019

Built strong relationships with guests in high-volume, fast-paced environments by staying calm under pressure, listening carefully, and resolving issues with professionalism and empathy.
Managed competing priorities while maintaining service quality, team coordination, and a positive customer experience across a wide range of personalities and needs.
Handled difficult conversations and service recovery moments with tact, good judgment, and a focus on preserving trust and satisfaction.
Contributed to team operations and day-to-day problem solving in restaurant and hotel settings, strengthening communication, adaptability, and customer-facing confidence.

Education

Bachelor of Science - Biological Sciences

University of Southern Mississippi

Hattiesburg, MS

Skills

Customer Success
Customer relationship management
Proactive outreach and engagement
Client onboarding strategy and execution
Product adoption and usage growth
Retention and at‑risk account support
Customer education and enablement (trainings, workshops, 1:many sessions)
Value realization and helping customers achieve business outcomes
Consultative discovery and questioning
Clear written and verbal communication

Explaining complex concepts in simple terms
Cross‑functional collaboration with Sales, Partners, Support and Services
Process improvement and workflow optimization
Time management and prioritization across a book of business
CRM proficiency (Salesforce‑ready) and comfort with CRM workflows
Comfort with SaaS, cloud‑based and subscription products
Data‑informed decision making (using usage or engagement signals)
Ownership and accountability for customer outcomes
High empathy, patience and active listening

Accomplishments

Executed onboarding and engagement strategies that increased clarity, usability, and ongoing participation across digital wellness programs by aligning the user experience to customer needs and likely points of friction.
Used proactive outreach and behavior-based support to identify at-risk participants early, remove blockers, and realign them to success before disengagement became permanent.
Partnered across multiple functions to deliver customer-facing programs smoothly, maintaining execution visibility, organized documentation, and a consistent experience from planning through delivery.
Strengthened customer satisfaction and loyalty by combining consultative guidance, clear communication, and relationship-first support in both coaching and high-volume service environments.

Timeline