Open to opportunities

Madeline Snow

@madelinesnow

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Experienced customer operations associate with a focus on data-driven strategies.

United States

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What I'm looking for

I am looking for a role that values data-driven decision-making and offers opportunities for professional growth.

I am a dedicated professional with a Master of Science in Pathologists’ Assistant and a strong background in customer operations and behavior change coaching. My experience spans various roles where I have successfully managed customer interactions, analyzed data to drive improvements, and implemented effective support protocols. I thrive in fast-paced environments and am passionate about enhancing user experiences through data-driven insights.

In my current role as a Senior Customer Operations Associate at Good Dog, I manage daily customer interactions and have consistently achieved high customer satisfaction ratings. I have led initiatives to redesign support processes, analyze buyer behavior, and collaborate cross-functionally to refine operations. My entrepreneurial spirit shines through my experience as the owner of Own Your Stress, Madi LLC, where I developed a successful coaching program and leveraged data to optimize client engagement and retention.

With certifications in clinical pathology, nutrition coaching, and data analytics, I am committed to continuous learning and applying my skills to create impactful solutions. I am eager to contribute my expertise in customer operations and data analysis to a dynamic team that values innovation and growth.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Operations Associate

Current

Good Dog

Jan 2024 - Present (1 year 5 months)

Managed up to 90 daily customer interactions, consistently achieving a 4.8 CSAT by balancing empathy, clear communication, and speed. Designed and implemented support protocols and escalation pathways, reducing resolution time and improving clarity across the team. Analyzed buyer behavior data to inform product updates and operational changes, while also acting as a frontline fraud monitor.

Customer Service CSAT SOP Development Customer Journey Mapping Data Backed Improvements

Owner, Stress Reduction Coach & Educator

Own Your Stress, Madi LLC

Apr 2021 - Apr 2024 (3 years)

Founded and operated a health-focused LLC, leading all aspects of business operations including client onboarding, content delivery, and data-driven strategy development. Scaled a subscription-based coaching program by analyzing product usage trends and engagement data to optimize offerings and improve customer retention. Designed and implemented an 8-week coaching curriculum, building systems to

Business Operations Onboarding Content Delivery Data Strategy Customer Retention Curriculum Design Client Outcome Measurement

Behavior Change Coach

Noom

Oct 2020 - Apr 2022 (1 year 6 months)

Managed a caseload of 350+ clients, leveraging data insights and structured workflows to guide individuals through a behavior change program with measurable success. Prioritized data-driven decision-making by tracking user engagement and outcomes to continuously improve support strategies and reduce program termination rates. Collaborated cross-functionally with coaching, content, and product team

Data Insights Workflow Management User Engagement

Pathologists’ Assistant

Vanderbilt University Medical Center

Jun 2015 - Oct 2020 (5 years 4 months)

Spearheaded process improvements and quality initiatives in a high-volume pathology lab handling over 40,000 surgical specimens annually, driving efficiency and operational consistency. Designed and implemented standardized operating procedures and training documentation to support scalable workflows and onboarding for new team members. Acted as the primary liaison between pathology and surgical d

Process Improvement Standard Operating Procedures Team Coordination

Pathologists’ Assistant

University of Maryland, St. Joseph’s Medical Center

May 2014 - Jun 2015 (1 year 1 month)

Mastered high-volume surgical case management and provided critical diagnostic support, collaborating cross-departmentally to ensure appropriate patient treatment. Drove process improvements and system optimization, upholding rigorous compliance and quality standards. This role involved meticulous attention to detail and adherence to strict protocols.

Surgical Case Management Process Improvement Optimization Compliance Quality

Education

Degrees, certifications, and relevant coursework

University of Maryland, Baltimore

Master of Science, Pathologists’ Assistant

Completed a Master of Science program focused on the Pathologists’ Assistant field. Gained advanced knowledge and practical skills essential for assisting pathologists in diagnostic procedures.