Initially hired as Customer Success Executive, I was promoted to lead and direct the Customer Success and Support Team. In this role, I provide the strategic direction and operational focus for the delivery of exceptional customer care to all Governance, Risk, and Compliance (GRC) programs globally.• Lead and direct the Service and Support Team's efforts to provide consultative and timely program maintenance services and quick resolution to technical issues.• Collaborate with Customer Success Managers to ensure smooth transition from Implementation to Service and Support.• Contribute to The Network's efforts to grow customer and revenue base by participating in the sales process to communicate Service and Support methodology.Leadership Success Highlights:• Championed paradigm shift in approach to concentrate on delivering services and support in alignment with the needs of today's customer base.• Provided the strategic direction and operational focus for transitioning the legacy team structure to a more customer-focused organization to meet specific customer demand.• Revolutionized the customer experience resulting in a significant increase in the quantity of positive responses from customers who appreciate the way services and support are delivered today.• Transformed the measurement tools in Saleforce.com to investigate trends in customer issues to reduce or eliminate future re-occurrences as well as determine the profitability of each customer.

• Establish a trusted/strategic advisor relationship with assigned customers and drive continued value in products and services.• Own the customer relationship and success. Increase feature adoption, ensure satisfaction and retention.• Develop, prepare, and nurture customers for advocacy.• Advocate customer needs/issues cross-departmentally.

As a cross-cultural worker with The Mission Society, I served on the Global Resource Team (GRT) representing Children at Risk. The GRT is a consulting ministry focused on helping other cross cultural workers address local needs more effectively by providing best practices methodology in a specific area of expertise and helping to develop a strategic plan that incorporates local culture. My work included supporting teams across 3 continents with a primary engagement in India.

A non-profit organization dedicated to providing access to education, healthcare, and nutrition through collaborative efforts with communities of high orphan populations in Kenya.Defined the vision and mission of the organization; set direction, policy, and guiding principles.

Successfully established and managed all aspects of the organization in line with vision, mission, and strategic approach. As a result, Project 82 is currently providing access to education, healthcare, and nutrition for hundreds of children through collaborative efforts with local communities and leaders.

Led all marketing efforts related to the development and growth of a community partner network needed to drive long-term commitments for funding projects in Kenyan communities. Successfully drove over $1.1 million in project funding in 2008 representing a 57% increase over 2007 start-up and achieved 100% of target for new community partners.

Provided leadership and managed day-to-day operations for all mission efforts locally and globally. Successfully led change campaign to implement a new vision and strategic approach to ministry partnerships creating stronger alliances with experienced organizations and greater impact of program initiatives.Led annual fundraising campaign increasing the annual mission budget for three consecutive years.

Collaborative responsibility for $25-30 million annual consulting revenue with average profit margins of 30%. Specific contributions included supporting business development process with major clients, managing the allocation process for a resource pool of 85 consultants, and driving utilization efficiencies across all vertical markets. Developed and provided day to day management of the Organization Knowledge Circle Community (included Product Documentation, Knowledge Management and Solutions.)

Established and managed an externally focused training organization providing proprietary content development and software training services. Identified opportunities and worked with program teams to drive over $500K in training services revenue within 5 months of hire.

Established and managed enterprise services organization for ExecuTrain Corporation Alliance Program.Participated in the development and implementation of a unique global accounts program allowing ExecuTrain franchises the ability to provide global client solutions and centralized administration and reporting.