DEIDRE LAWRENCE
Locust
Summary
Customer Solutions Manager with proven expertise in scaling support operations for high-growth technology companies. Successfully reduced response times by up to 87% while supporting 5+ million users across multiple channels. Built comprehensive support infrastructure including multilingual knowledge bases with 300+ articles and standardized workflows that significantly improved customer satisfaction metrics. Strong cross-functional collaborator with technical proficiency in CRM systems (Salesforce, HubSpot) and support platforms. Demonstrated ability to develop onboarding materials, conduct team training, and create strategic resources that enhance organizational efficiency in fast-paced, deadline-driven environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Solutions Manager
MagicSchool AI
01.2025 - Current
- Revolutionized customer support efficiency by reducing median first response time by 80.5%, overall response time by 87%, and case resolution time by 71.7% within the first 6 months, significantly improving customer satisfaction metrics.
- Independently supported a thriving community of 5 million users by managing in-app web support, email inquiries related to billing, certifications, and general support, as well as phone communication.
- Created and maintained a comprehensive Help Center with 300+ knowledge base articles, continuously updating content to ensure accuracy and relevance.
- Developed comprehensive onboarding materials and completed training sessions for team members on best practices in customer support.
- Effectively communicated across all departments including Operations, Customer Experience, Professional Development, Product, Engineering, and Marketing to relay customer needs, inquiries, and platform issues daily.
- Developed and executed innovative solutions to complex administrative challenges, including a new invoicing system and streamlined bulk subscription workflows for educational institutions.
- Created an LM notebook as a strategic resource for Customer Success Managers and Account Executives, enhancing cross-team communication.
- Led successful community initiatives including professional development sessions for school districts, fostering expertise among educators and increasing user participation.
- Attended industry conferences alongside Account Executives and conducted in-person and virtual platform training sessions in collaboration with the Professional Development team.
- Drove continuous improvement through regular analysis of metrics implementing data-driven solutions to enhance customer experience.
- Developed engaging multimedia content including instructional videos and educational resources, tailored to specific user segments and needs.
- Demonstrated empathetic problem-solving by creating fair policies for refunds and cancellations, maintaining positive relationships even in challenging situations.
- Managed critical customer touchpoints including subscription renewals, payment processing, and important notifications, ensuring high customer retention.
Program Coordinator
Elevate K12
01.2023 - 01.2024
- Managed and supported educational technology implementation across designated school regions, ensuring consistent service quality and client satisfaction with program standards.
- Built and maintained strong relationships with school administrators, teachers, and parents as the primary point of contact for all support inquiries, technical issues, and program feedback.
- Provided tier 2 support to on-site implementation team members, troubleshooting complex issues and developing resolution strategies for classroom technology challenges.
- Developed and delivered comprehensive training programs for support personnel, focusing on technical troubleshooting, client communication, and service excellence.
- Implemented performance evaluation systems for support staff, analyzing key metrics and providing actionable feedback to improve service delivery.
- Coordinated and executed technology setup and troubleshooting at school sites, ensuring minimal disruption to educational activities and swift resolution of technical issues.
- Managed communication workflows for schedule changes and system updates, maintaining clear and timely information flow to all stakeholders.
- Conducted weekly analysis of support metrics and program performance data to identify improvement opportunities and optimize service delivery.
- Led regular in-person and virtual quality assurance reviews, ensuring consistent support standards and identifying opportunities for process improvement.
Tutor
Self-employed
01.2011 - 01.2024
- Built and maintained long-term relationships with 60+ families through personalized educational support.
- Collaborated closely with parents to develop customized learning plans.
- Conducted regular parent meetings to discuss academic progress and adjust instructional strategies.
- Created detailed performance reports with consistent parent communication.
- Integrated technology solutions to enhance learning experiences and parent communication.
- Developed and implemented data-driven assessment strategies to measure student growth.
Virtual English Teacher
Elevate K12
01.2022 - 01.2023
- Delivered engaging virtual instruction to diverse students, maintaining high participation rates throughout sessions.
- Developed comprehensive instructional resources tailored for various proficiency levels.
- Provided timely and constructive feedback on student work to support individualized learning goals.
- Created an inclusive virtual environment that fostered collaboration and active participation.
- Implemented effective virtual classroom management strategies to maintain focus and productive learning sessions.
- Collaborated with curriculum teams to align content with educational standards and student needs.
- Leveraged educational technology platforms to enhance learning experiences and address technical challenges.
- Maintained proactive communication with students and on-site personnel to ensure continuity of instruction.
- Participated in professional development to enhance virtual teaching skills and contribute to program improvement.
- Selected for ELA Focus Group to provide critical feedback on curriculum content and instructional design.
8th Grade English Teacher
KIPP Charter Schools
01.2020 - 01.2022
- Established strong relationships with families while facilitating transition to virtual learning.
- Developed and implemented communication systems to keep parents informed of academic progress.
- Created comprehensive resource libraries to support remote learning experiences.
- Led grade-level initiatives as Grade Level Chair, focusing on community engagement during remote learning.
- Provided daily office hours for personalized student assistance and parent questions.
- Enhanced learning experiences through innovative integration of technology tools and multimedia resources.
- Designed data-driven assessment systems to track student progress and communicate growth to families.
- Served as Grade Level Chair with focus on family engagement and community building.
- Maintained high parent satisfaction during transition to virtual learning environment.
- Developed and implemented strategies to maintain strong community connections in remote settings.
5th Grade Teacher
Clarendon School District
01.2015 - 01.2020
- Fostered strong partnerships with families through consistent communication and engagement initiatives.
- Implemented data-driven curriculum with comprehensive instructional materials.
- Created personalized learning pathways to accommodate diverse student needs and learning preferences.
- Maintained high standards of parent communication with regular progress updates.
- Led professional development sessions on best practices for family engagement and communication.
- Collaborated with administration and families to develop effective classroom policies.
- Coordinated educational field trips, managing logistics and parent volunteers effectively.
- Served as ELA Chair and Mentor Teacher, demonstrating leadership and team management abilities.
- Achieved 91% of students meeting MAP growth goals through effective instruction and targeted interventions.
- Developed efficient systems for tracking student progress and communicating academic performance.
7th/8th Grade English Teacher
Richland School District
01.2013 - 01.2015
- Created an inclusive learning environment supporting diverse student needs and learning styles.
- Developed strong relationships with families of student-athletes and academically challenged learners.
- Implemented varied instructional strategies to address different learning preferences.
- Maintained proactive parent communication with regular updates on academic progress.
- Leveraged technology platforms to enhance classroom instruction and parent communication.
- Created individualized support plans in collaboration with families.
- Served as 7th Grade ELA Chair, coordinating curriculum and parent communication strategies.
- Maintained 80% pass rate while supporting diverse classroom needs and requirements.
- Developed effective support systems for students with complex scheduling and learning needs.
8th Grade English Teacher
Sumter School District
01.2012 - 01.2013
- Established strong parent relationships through consistent communication and progress reporting.
- Created engaging real-world learning connections to enhance student engagement.
- Developed comprehensive assessment strategies to track and communicate student progress.
- Implemented student-centered teaching methodologies with parent and student input.
- Pursued ongoing professional development to enhance teaching skills and instructional strategies.
- Increased student benchmark scores from 32.83% to 50.39% in 9 weeks through effective instructional strategies.
- Developed innovative thematic units incorporating parent and community participation.
- Created effective collaborative learning experiences with strong communication structures.
Education
Higher Organizational Leadership -
Grand Canyon University
Phoenix, AZ07.2025
Master of Education - Administration & Supervision
Liberty University
Lynchburg, VA03.2012
Bachelor of Science - Elementary Education W/ Middle School Endorsement
Liberty University
Lynchburg, VA05.2011
Associate of Applied Science - Youth Ministry
Liberty University
Lynchburg, VA05.2011
Skills
- Client Relationship Management & Communication
- Knowledge Base Creation & Documentation
- Cross-Functional Team Collaboration
- Training & Professional Development
- Response Time Optimization
- Process Implementation & Standardization
- Data Analysis & Performance Metrics
- Technical Troubleshooting & Support
- Stakeholder Communication
- Workflow Optimization
Affiliations
- National Association of Elementary School Principals
- National Association of Secondary School Principals
- Association for Supervision and Curriculum Development
- National Education Association
- Association for Middle Level Education
- National Council of Teachers of English
- Phi Alpha Theta, Liberty University
- Sigma Tau Delta
- Pi Sigma Chapter of Kappa Delta Pi International Honor Society
Certification
- Data-Driven Process Improvement
- Stakeholder Management
- Foundations of Project Management
- Customer Service Fundamentals
- Introduction to CRM with Hubspot
- Sales and CRM Overview
- Customer Engagement Specialist
Timeline
Customer Solutions Manager
MagicSchool AI
01.2025 - Current
Program Coordinator
Elevate K12
01.2023 - 01.2024
Virtual English Teacher
Elevate K12
01.2022 - 01.2023
8th Grade English Teacher
KIPP Charter Schools
01.2020 - 01.2022
5th Grade Teacher
Clarendon School District
01.2015 - 01.2020
7th/8th Grade English Teacher
Richland School District
01.2013 - 01.2015
8th Grade English Teacher
Sumter School District
01.2012 - 01.2013
Tutor
Self-employed
01.2011 - 01.2024
Higher Organizational Leadership -
Grand Canyon University
Master of Education - Administration & Supervision
Liberty University
Bachelor of Science - Elementary Education W/ Middle School Endorsement
Liberty University
Associate of Applied Science - Youth Ministry
Liberty University
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