Lead a team of 10 analysts in providing technical support to financial institutions, including Fortune 500 companies, by fostering proactive relationships and implementing process improvements aligned with customer needs.- Cultivate proactive relationships with customers and convert their needs into actionable process improvement goals.- Communicate process challenges and updates to stakeholders, while recommending strategies for enhancement.- Mentor and coach team members through comprehensive quality reviews, highlighting strengths and pinpointing areas for development.- Facilitate quarterly operational reviews with internal teams and customers to assess performance and identify opportunities for improvement.

Leader of 65+ person team encompassing 6 leaders and their respective team members. Accountable to leading and scaling the Messaging Customer Success organization for Cash App, including expansion in partner sites and globally. Focused on influencing and championing change through partnership with product managers and cross-functional stakeholders.- Influence, motivate, and contribute to the development of a team of customer success leaders and their advocates, coaching them to success while focusing on professional development and career growth.- Serve as a cross-functional leader inside the company to define how Cash App will optimize the in-app messaging support experience by partnering with members of executive leadership and cross-functional stakeholders.- Develop and lead end-to-end holistic project plans and ensuring on-time delivery of critical customer success initiatives.- Introduced a competency-based developmental model to the organization aiding in more effective employee growth focused on behavioral coaching.

Responsible for technical support experience, sales results, and KPIs while leading and developing a team of 150+ team members.- Drove results by inspiring team members to consistently deliver a world class customer experience while delivering on key performance indicators that contributed to $50 million in annual revenue- Managed and allocated scheduling hours and payroll based on traffic forecast, demand, customer feedback, and role specific requirements for a team of 150+- Supported operations related to merchandising, visual standards, and inventory while also maintaining accuracy and a shrink loss below 0.3%- Assisted in the development of a weekly training program that was key in the ongoing training and development of team members- Led the implementation of multiple retail test pilots in partnership with corporate teams by soliciting feedback from team members and providing insight that ultimately assisted in modifications to company-wide systems and resolved emerging issues

Responsible for operating, monitoring, and maintaining lease wells and production facilities to maximize oil and gas sales and control lease operating expenses.- Operated, monitored, and maintained lease wells and production facilities to maximize oil and gas sales and control lease operating expenses that contributed in producing over 3,000 barrels per day- Inspected pumping and wellhead equipment to ensure proper operation- Maintained electrical panels, pumps, vessels, stock tanks, and all other wellhead equipment on sites- Recorded data daily from lease oil and gas measurement equipment and entered production and well test readings- Adhered to health, safety, and environmental policies at all times including safe operating practices established by Pioneer Natural Resources, Environmental Protection Agency, and OSHA regulations

Responsible for achieving company set goals/expectations with sales revenue, year over year comparable sales growth for new initiative in Best Buy Mobile Specialty Stores, while establishing, retaining, and growing a loyal customer base.- Directly recruited, hired, and trained a talented staff of 10 or more employees creating an environment that encouraged employee growth while focusing on delivering an outstanding customer service experience.- Oversaw all operational aspects including profit and loss management, inventory levels, merchandising and store appearance, back office, and labor management.- Attended weekly leadership meetings and conference calls to strategize and develop plans to overcome any opportunities within all levels of the organization.- Delivered important company-guided trainings to team members and followed up on given expectations with performance management of employee behaviors.- Conducted bi-weekly 1:1s with associates to develop personal plans of improvement or recognize outstanding performance.- Worked with wireless 3rd party representatives to create awareness of new product lineups that will increase traffic and improve close rate within department.- Created community-based partnerships that positively impacted business and increased customer engagement.