• Demonstrated excellent decision-making skills by increasing the size of the North American Support team by 116% within 18 months through executing strategic initiatives• Led and managed a diverse team of Managers, Level 2, and Level 1 support staff, optimizingscheduling to ensure seamless 24/7 coverage and consistent, high-quality customer support• Drove bottom-line success by implementing proprietary systems for a Spanish-speaking client, exemplifying exceptional technical and bilingual expertise for the organization• Oversaw the annual PCI audit to ensure company-wide adherence to PCI DSS security standards, fostering accountability among internal teams to maintain clean audit outcomes• Awarded Champion of the Month by coordinating a time-sensitive office relocation while directing all operations including hiring movers, organizing logistics, and installing systems• Engaged in continuous process by improving SLA metrics by 20% while maintaining the highest levels of professionalism and service standards to maximize team engagement • Played a key role in increasing market share by creating and implementing end-to-end recruitment processes, overseeing pipeline management, and establishing KPIs• Empowered five team members by developing new skill sets and enabling transitions to various departments including Engineering, QA, and Customer Success Management (CSM)• Collaborated with multiple teams in an integrative, multidisciplinary environment to prioritize customer needs and successfully position Clubspeed’s products in a competitive landscape • Partnered with Accounting to align departmental spending with annual budget forecasts, ensuring fiscal responsibility alignment with Clubspeed’s financial objectives and vision• Leveraged extensive experience with Zendesk, Freshdesk, Intercom, and Hubspot platformsto streamline customer communication, integrate with internal systems, and enhanceoverall customer support efficiency

• Enhanced business development by expanding teams by 68% while managing 19 team members across multiple regions and providing guidance to dynamic international teams • Received performance-based promotion from Technical Support Analyst (2016-2017) to Team Lead of Technical Support (2017-2021) by consistently surpassing technical objectives• Utilized 5+ years in FinTech to successfully secure Windcave’s status as a direct paymentacquirer in North America, driving market expansion and brand recognition as a result• Provided continual insight to develop comprehensive training materials while leading in-person and virtual training for new hires, expanding the training to regional teams• Served as a primary point of contact for high-value clients including municipalities, universities, and international transit hubs while determining optimal solutions • Exemplified outstanding analytical capabilities by reviewing Bastion, CA Device, and PXHOST logs globally to identify and resolve specific issues, enhancing operational efficiency• Recognized as a subject matter expert (SME) in Netsuite and Oracle products by managing installations, troubleshooting, and new client integrations to gain a competitive edge

• Provided Tier One support for all technical queries regarding credit card terminals and E-commerce APIs• Recognized as a Subject Matter Expert in SkiData Parking System and Tessitura Software integrations• Served as a Project Lead for credit card terminal installations at Dallas Fort Worth airport• Accurately configured and tested credit card terminals prior to deploying for installation• Utilized Kayako and JIRA ticketing systems to document and track all technical issues raised by clients

• Trained new hires by implementing innovative training plans while administering additional coaching, mentoring, and resources to increase production and employee retention • Provided unrivaled service and technical support to diverse consumer locations and testing labs, resulting in increased revenue, client loyalty, and referral-based business• Analyzed project requirements, developed test cases, executed SQL queries for data analysis, and conducted black/white box testing of software/hardware to ensure quality

• Resolved in-house system issues through troubleshooting a dynamic range of technical and operational challenges while determining the best solutions and alternatives • Acted as the first point of contact for all major technical issues, system failures and power outages• Oversaw infrastructure of office and provided IT support for help-desk technicians and IT Department• Documented memos and invoices for clients while creating a streamlined database • Coordinated with supervisor to continuously maintain accurate inventory levels