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Erin Birnel Fishbaugh

@erinbirnelfishbaugh

Customer Success Manager and English academy owner at ThinkEnglish Vitoria, who achieved 90% client retention and 35% of enrollments through referrals.

Spain

Message

At ThinkEnglish Vitoria, I managed the customer lifecycle for more than 200 active clients, using personalized onboarding and proactive engagement to achieve 90% retention and an 85% renewal rate. Referrals accounted for 35% of new enrollments.

I also raised customer satisfaction to 95% and reduced churn by 25% through tailored learning plans, progress reviews, and targeted retention support. As a Speaking Examiner for Cambridge University Press and Assessment, I conducted and evaluated speaking examinations using Cambridge assessment criteria.

Experience

Work history, roles, and key accomplishments

Speaking Examiner

Cambridge University Press and Assessment

Sep 2013 - Dec 2026 (13 years 3 months)

Conducted and evaluated KET, PET, FCE, CAE and CPE speaking examinations, applying Cambridge assessment criteria to ensure accurate and consistent scoring. Maintained strict adherence to assessment standards and calibration procedures.

Assessments Evaluation Interpersonal Skills Collaboration Communication Skills

Owner/Teacher

ThinkEnglish Vitoria

Sep 2012 - Dec 2026 (14 years 3 months)

Managed end-to-end customer lifecycle for 200+ active clients, achieving 90% retention and 85% renewal rate. Drove revenue growth through consultative selling and strategic upselling, reaching 105% net revenue retention.

Customer Relationship Management Onboarding Customer Retention Customer Satisfaction Needs Assessment Consultative Selling Upselling Cross Selling Problem Solving Team Leadership Cross Functional Collaboration Microsoft 365 Google Workspace LMS Customer Communications Platform

Teacher

Velvet School Idiomas

Sep 2007 - Jun 2012 (4 years 9 months)

Prepared students for FCE, CAE and CPE examinations by developing targeted learning strategies aligned with individual goals. Delivered tailored English instruction across business, academic, and travel contexts.

Teaching Exam Preparation Communication Skills Student Engagement Progress Monitoring

Teacher Assistant

English Language Institute at FIU

Dec 2005 - Jun 2006 (6 months)

Supported international students at FIU's English Language Institute through academic, cultural, and communication guidance. Designed and facilitated communication and interpersonal development activities to build confidence and strengthen practical English use.

Student Support Communication Skills Interpersonal Skills Progress Monitoring Feedback