Responsible for general management and organization of complex projects, including managing recruitment activity and the onboarding of high-level, technical staff for one of the world’s leading financial institutions.

Implemented strong organizational processes directly impacting the growth and scaling of a startup business in newly-emerging e-liquid manufacturing industry. Created processes and procedures for all functions including manufacturing, shipping, sales, and business operations with responsibility for designing entire client-facing suite of communications.• Designed and supervised customer experience process creating fluid purchase path through all phases of connection to customer including sales, purchasing, delivery, service and retention• Scaled customer facing operations to over 500+ accounts in 30 countries in 18 months• Trained and managed customer service team to deliver white glove service to e-commerce clients• Tailored customer onboarding to increase platform adoption, improve processes and reduce churn • Assessed major accounts to avert escalations and address maintenance and returns early• Worked with management to envision and create value added services aligned with client business• Evaluated trends and recommended quality of service improvements to executive management• Proactively coordinated with cross functional teams to drive retention, satisfaction and profitability• Negotiated contracts and managed distributors, wholesale partners and consultants• Planned and led department meetings, town hall gatherings and employee engagement events• Achieved 98% customer satisfaction rating over a 24-month period

Represented a full suite of (onsite) weekly corporate support meetings, licensed products and consulting to a robust West Coast territory spanning small to mid-sized businesses and Fortune 500 accounts. Directed new sales and account management of clients representing $1.9M in annual revenue. Acted as a trusted expert by advising onsite/corporate key decision makers to improve culture of health, incorporating subsidy options, and lowering health risk of clients’ population. Designed renewal and upsell processes to increase retention.• Implemented turnaround strategies for underperforming clients, growing distribution from 120 to 350+ accounts• Reactivated 40+ clients delivering renewable revenue exceeding 100k per month• Contributed to 17% growth company wide by identifying key influencer relationships, maximizing territory sales volume/revenue• Managed post-sales activity driving the execution of client on-boarding, co-marketing, support, and partner contracts

Responsible for driving business growth, maximizing profitability, and ensuring high quality member service. Managed client-facing operations for a 150+ team of employees focusing on training forward-facing staff to increase sales and retention. Expert on program and coached, trained, mentored, and educated colleagues to deliver industry-leading customer service, product suite, and store operations. • Top 10% for both member retention and product sales. Nationally recognized for highest territory growth • Maintained above industry average customer satisfaction rates up to 96% month over month• Evaluated market conditions to determine the allocation of resources to various products and services