Providing the voice at the executive table for the CX vision, I also provide leadership and direction to a robust Customer Success department, overseeing customer onboarding, adoption, service for current customers, and customer retention for positioning in the marketplace as a confirmed SaaS leader in the veterinary practice management software industry. Ensure appropriate technologies are explored and proposed as appropriate to position the global teams at the forefront of our field, implementing ZenDesk, Intercom, Five 9, SalesForce and Hubspot. Enhance and increase the capabilities of the operation to ensure successful onboarding, support, adoption, retention, and renewals. Develop and implement annual budget, business plan, goals and objectives; manage expenses within established budgetary guidelines. Implementing a structured focus on KPIs has increased operational efficiencies by 36% and revenue by 23% within first 7 months. Develop and implement scalable strategic vision / plan for the Client Success channel while providing best in class customer experience to B2B clientele for veterinary industry SaaS provider. Drive continuous improvement by building out call center and client support channels while bringing appropriate technologies such as AI on board to best position the company. Evaluate channel footprint, routing strategies, staff support needs with a goal of deepening client relationships, driving revenue and cost savings, increasing adoption, retention, and renewal rates. Determine KPIs and implement Quality standards. Ensure clients are best onboarded and positioned to take full advantage of our software products, leading onboarding and technical support services. Develop budgets and incentive plans.

AQHA and APHA breeding/showing facility, specializing in all around performance horses.

Previously known as LMG Holdings, Inc. dba Lifesafer, Monitech and Guardian. Direct and manage the revenue generation and operations of the organization’s contact center facilities and activities of the contact center managers. 90% of the company’s revenue occurs in the call center through sales success. Under my leadership, net revenue grew in excess of $64M within 18 months with an increase in close rates from 32.56% to 65.1%. Develop and execute sales, service, and operational action plans to successfully deliver overall performance results for multiple inbound/outbound contact center sites and multiple lines of business. Responsibility for contact center technology, business operations strategy and direction for the organization to achieve revenue, productivity, and other KPIs. Manage the centers to achieve quantitative and qualitative business objectives. Implement and review policies and operating structure of the contact center. Set standards and guidelines for interaction with customers. Oversee and develop contact center standard operating procedures to ensure that agents have the best sales and service tools to perform their work. Introduced cutting-edge contact center solutions, driving savings in excess of $250,000 annually while simultaneously decreasing call abandons from 8.29% to 3.1%, increasing KPIs and improving operational efficiencies with overhaul of IVR, call routing/handling, introduction of omni multi-channel, internal CRM enhancements and WFM/WFO implementation. Increased customer satisfaction scores to 94% positive TrustPilot ratings while under my leadership. Recognized nationally three times within the Contact Center industry for outstanding leadership, success in driving KPIs and operational efficiencies.

Provide client services, sales management, service excellence, and project management services within a variety of industries to solve problems and increase revenues for our clients. • Help clients evaluate their existing sales and service effectiveness and provide solutions including establishing and managing metrics, analysis, development, and improvement of new strategies and procedures, changes to hiring and retention practices, sales and service training and development, new technology and tools, incentive compensation structure and administration, and sales and service force coaching, oversight and management. • Special expertise in inbound, outbound, B2C and B2B call centers operations, sales and service management, policy and procedures for both domestic and international sales production, sales planning and forecasting, variable compensation, WFM, team training & development. • Provide strategic direction, development and accountability for a team of managers and supervisors responsible for associate performance in addition to a range of project and product management activities. • Analyze trends and communicate results to peers, management, and C-level, implementing methods to improve area operations, sales, and service to increase sales revenue and efficiency.Consulted with various clients in numerous industries including financial services, automotive, medical, veterinary, retail, manufacturing, warehousing, logistics, agriculture, business services, credit services, IT, property management, specialty, telecom/wireless.

Recruited to develop and execute sales, service, and operational action plans for four call center sites within multiple lines of business on two continents for this $105B financial service organization, overseeing activities and performance of approximately 1500 telesales agents. Responsibility and accountability for the operations of the assigned sites including establishing performance standards to meet departmental and system goals, managing and forecasting resource needs to meet objectives and call volume and performance trend forecasting and evaluation. •Spearheaded sales turnaround. Citigroup call center traffic dropped 30%, and sales decreased. Investigated cause and determined sales to remaining incoming callers needed to be increased. Set employee sales focus to high-demand and profitable products. Change in sales process boosted revenue per call a record 120%.•Championed sales growth. Determined Citigroup sales could be increased. Developed new sales plan. Established new work standards. Updated report processes and monitored results. Increased net revenues 10%, a $62M profit impact. Recognized two years in a row as corporation’s #1 national sales manager.• Contained costs. Citigroup leadership questioned declining performance of an offshore vendor. Led project team, analyzing performance, trends, income, expenses, headcount, and benefits between domestic and offshore sites. Recommended next steps, leading to outsourcing of a high-producing channel to a third party vendor. • Recognized annually as the Citigroup National Sales #1 Sales Manager and quarterly as the Citigroup National Sales #1 Quarterly Sales Manager.• Recognized quarterly as the recipient of the Shining Star Award.• Recipient of the Citigroup Partner Award.

Evaluated contract training provided through Workforce Development Center. Identified lack of oversight on costs incurred and profitability for contract training initiatives. Implemented process improvement initiative on pricing strategy, assisting in making the division profitable after long history of losses.

Responsible for the implementation, growth, profitability, and management of the Bancorp’s Retail Platform Sales Program. Direct all program functions including product development, training, marketing, operations, and compliance. Manage the budget, production, regulatory compliance and incentive structure for 1000 licensed employees. Develop and deliver product knowledge, sales training and technical training. Responsible for all product development, delivery and operational aspects associated with the Platform Program including vendor and product selections. Direct Bancorp’s Platform Program marketing activities, including the development of sales promotions and marketing materials. Direct the coordination of licensing, training and continuing education requirements for licensed employees. Work with Affiliate personnel to ensure continuity and compliance with the Platform Sales Program. Work with Compliance and Legal to ensure regulatory compliance is maintained. Function as the primary Bancorp liaison for wholesaler and insurance companies to ensure adequate maintenance, profitability and compliance with all laws and regulations is maintained. • Championed growth. Realized need to improve significant gap between Fifth Third’s products and services to client base. Created and tested pilot program, ultimately rolling out across corporation. Increased sales of investment products within retail channel from $44M to $1.2B+, boosting net income from $2M to $90M in four years.• Implemented incentive. Developed and administered incentive program, including the inception and implementation of monthly/quarterly incentive bonuses, the Annual President’s Club Top Performers Recognition Trip and Quarterly Recognition Events.