Implemented an enterprise-grade support model at Tend Dental - a dental healthcare startup. Establishing the foundation, optimizing operations, and enhancing the tech stack to increase productivity, improve the patient experience, and reduce operating costs by $1M annually.

Focus Upward: Strategic Adviser to Que Tal Mobile. Built a lean & scalable support model with industry-leading digital first capabilities, voice of customer platform, and an offshore contact center.Speak Easy Software: Developed and launched a successful all-in-one marketing, communications & loyalty software platform for Businesses. Integrated with Point of Sale systems to provide automated SMS campaigns and lifecycle account management notifications & engagement.

Managing Director – Global Customer Support Led the strategy, operational excellence, leadership development and culture of the global customer support organization to deliver best-in-class service to a portfolio of large enterprise and public sector customers with over $40M in annual revenue. Championed the acquisition and integration of XO Communications customers and employees into Verizon’s ecosystem retaining $640 Million in revenue and repurposing 85% of the acquired staff.Managing Director - Client Services & OperationsNationally led the wireline enterprise and public sector service management and operations team of 115 employees ($80M OPEX budget & $200M in annual client revenue.Associate Director – Product Management & MarketingHeaded product management & marketing for Verizon’s Unified Communications & Collaboration SaaS portfolio. Drove $50M in annual product sales through sales enablement, marketing & advertisement, and establishing a partner sales program.Associate Director – Marketing & OperationsLed National teams in customer service operations organization responsible for channel go-to-market, knowledge management and business transformation. Leveraging business intelligence, market trends, and voice of customer to drive strategy and transformational changes in the wireless Business & Government segment.Various RolesAssociate Director of Knowledge Management, Senior Manager of Go To Market, Manager of Sales Enablement, and more!