ODF 19

Product Lead focusing on operational services, though I also worked on several consumer focused projects. Leveraged my previous technical background to work hands-on with Engineers. Projects included:-Eaze Driver App - We worked to do a full rebuild of the driver app, which hadn't been updated since the initial prototype. -Eaze Consumer App - Our first offering into the App store.-Eaze Admin Tools (Mission Control) - Worked with a wide-variety of internal stakeholders (Customer Service, Marketing, Operations, Sales, etc.) to build a flexible admin panel.-PM for all of our analytics - Triaged requests to help our relatively small analytics team provide data to the whole company.

Primarily function as leader of the Customer Success Team, but also contribute in other ways including software engineering, product management, and improving operational efficiency.⇨ Customer Success Leadership: Recruit and manage a team of 10 Customer Success Specialists, including a Senior Team Lead layer. The team is responsible for account verification (required for compliance), customer service, and outbound retention, as well as being the first line of support for our partners. Accomplishments: •Scale team to support 100k+ patients while maintaining fast response time and high customer satisfaction.•Consistently drive increased LTV from customers who interact with customer support. LTV for customers who touched my team are 2x that of customers who do not interact with support. •Design and implement the analytics suite that we use to not only effectively run our team, but provide constructive, quantified feedback to the rest of the company. ⇨ Software Engineering and Product Management: Design and create tools for more effective Customer Success and Operations teams. As a Customer Success Leader and software engineer, I'm in a unique position to understand our needs and build the tools we need.•Email Triage System - I designed and engineered a way for us to prioritize our highest value users. When anyone emails us, we look up their account and assign them to different "priority queues" based on their account value. Built in python with Flask. •Admin Dashboard - Serve as product manager to ensure our stable of backend tools is empowering my team to be as effective as possible. •Operational Notifications - Helped improve operational efficiency by building automated text message system to help our partners operate more effectively with targeted notifications. Also built in Python and Flask, with Twilio.

⇨ Director, Customer Success - Built Kimono Customer Success team, with a culture of responsiveness, phenomenal service and technical excellence.•Ran recruitment, hiring, and employee on-boarding.•Evolved into paid offering for higher value clients.•Managing team to hit and improve on weekly metric: Avg 95% Customer Sat and < 1hr response time [email]/ 7 seconds [live chat] ⇨ Software Engineering:•Developed March Madness API product, including front-end, back-end and web scraping engineering. Built in Node.js, Angular.js and Postgres.•Built admin tools to facilitate process and make customer service more efficient. Built in Node.js and Angular.js.•Various web scraping and API development projects- ad hoc projects for higher value clients. Languages included javascript and python.⇨ Growth and Content Marketing:• Architected Kimono’s Quora outreach strategy, which ultimately became our highest converting acquisition channel.• Developed help center and blog content.

Lead integration of Optimizely allowing for faster, more effective A/B testing. In doing so we discovered some quick fixes for 5-10% jump in conversion rates.Sourced technical candidates using custom tools I built. Was able to fill our pipeline and cut down on need for external recruiters this way.Committed front-end fixes to the site to help alleviate Engineering burden.

Managed a growing co-working community of more than 70 members spread across 45 different companies while engaging the broader entrepreneurial community in Rhode Island to help help turn Providence into the next great hub for innovation in the Northeast.

While I was at Kogeto, I worked to create partnerships with over 50 retailers on a strategy to help our product stand out to consumers. Those ultimately led to increased brand recognition and moved the needle on our sales numbers.

Wrote and developed content for Virtual Cultural Awareness Trainer: Northern Africa. Designed and implemented testing strategies for quality assurance. Located and filmed native speakers for Chinese in Beijing language pilot project.

Created and maintained databases of potential clients and candidates based on qualitative research. Streamlined office understanding of local business climate through up-to-date news summaries.