Provide the ambiance and the bar's personality for the Aloft WXYZ Bar & Lounge in Hillsboro, OR. I focus on making craft cocktails, pouring delicious beers, and providing exceptional customer service to the guests visiting this cozy and sleek establishment.

In my role as HOA President & Treasurer, I am entrusted with governing the strategic development and improvement initiatives for the Quatama Place Community. This involves establishing and nurturing partnerships with community management, local law enforcement, government entities, and social programs to drive positive change and progress within our neighborhood.

Laid off while in surgery recovery on FMLA leave. Job position not eliminated.

Acted as a primary contact, fostering strong client relationships through clear communication and a proactive approach. Built client loyalty by delivering value-driven solutions that supported long-term success and platform adoption. Drove impactful client engagements at Brex by expertly combining coaching, project management, and consulting skills to guide enterprise clients through the Brex Empower platform's launch and adoption phases.Fostered a deep understanding of each client’s needs, providing ongoing, hands-on support to ensure consistent value delivery. Led tailored implementation plans focused on optimizing financial workflows, while managing projects from inception to completion and aligning with clients' specific objectives. Played a pivotal role in nurturing high-priority and high-value relationships through proactive engagement and strategic solution development, contributing directly to Brex Empower’s growth trajectory.Led comprehensive onboarding, transition, and adoption projects at Brex, ensuring seamless migration and effective utilization of Brex Classic and Empower platforms. Coordinated closely with sales, customer experience, and relationship management teams, supporting pre-sales and effectively communicating product updates. Provided strategic input for the product roadmap and actively engaged in change management planning.Guided clients through detailed demos, account setups, integration installations, and credit card spend migrations to maintain operational continuity. Managed end-to-end onboarding to align Brex solutions with clients’ financial processes and systems. Oversaw integration implementation, ensuring compatibility with financial ecosystems. Delivered tailored, hands-on guidance throughout setup and reconciliation, adapting solutions to meet specific client needs.

I had a crucial role in providing essential support to our Sales team and top-tier customers throughout their onboarding and ramp-up phases with Brex accounts. This role required a unique combination of technical expertise, customer-focused problem-solving skills, and the ability to innovate under pressure, all of which were crucial in enhancing the overall customer experience with migrating to Brex.As the Integration Implementation Lead at Brex, my responsibilities were diverse, including technical troubleshooting to address any challenges encountered during the onboarding process, customization of Brex accounts to align with the unique needs of each customer, and developing innovative solutions to fill any gaps in feature availability and ensure a seamless user experience. I also logged & tracked daily, weekly, monthly, quarterly, and annual progress on successful integration connections, integration disconnections, and the total number of account touches per integration.My most significant contributions were a 95% reduction in Jira ticket filings and successful launches of major integrations (SAP Concur, Xero V2, & NetSuite V3), and overseeing more than 1500 successful integration installations.

During COVID, in addition to my other roles and responsibilities at Brex, I was included in a small cohort of 7 Client facing Brex members to schedule client interviews for the portion of our customer base most likely to leave our platform.These interviews were structured around product feedback, UI, UX, bugs & blockers, and constructive feedback on what Brex can do better when servicing their company's account and cardholders. The feedback was logged to generate insights for our product, sales, and finance team to be able to adjust course as needed during quarterly & annual product updates and improvements.In total the interviews I was responsible for saved >$2.5M in GMV through our platform. The project in total across all members of our Client Retention Cohort saved and kept >$12M in GMV on our platform.

As a valued member of the Customer Experience team at Brex, I leverage strong communication skills to engage in empathetic interactions with our customers, handling their concerns with diplomacy and understanding. My responsibilities encompass a range of tasks essential to delivering exceptional customer service including meeting team and individual SLAs & OKRs; efficiently resolving inquiries through various channels, crafting personalized responses tailored to each customer's needs, and categorizing requests while identifying trends in customer issues. In addition to my Customer Success Manager, I contribute to bug documentation for our engineering teams, actively participate in team goals, and promote knowledge sharing and development through mentorship and collaborative learning initiatives. Moreover, my contributions to the CX team have been marked by notable achievements, including leading call handling efforts, developing standardized documentation for cardholder vendor verification, and playing a role in the successful launch of Brex Ecomm Card, Brex Cash, Brex Premium, and Brex Empower.

Located in the Financial District of San Francisco, Escrow.com is the world's top online escrow platform. It provides a safe and secure way to protect online transactions, having facilitated over $3 billion transfers between buyers and sellers. In addition to its international online platform, Escrow.com offers guidance and support to its clients throughout the process with a focus on understanding and critical thinking. The platform offers alternative solutions to address specific complexities, while providing prompt feedback on email requests from potential, new and established clientele. It's committed to helping its clients accomplish safe and secure online transactions.

During my tenure as the Manager, Account Manager at Escrow.com, I was responsible for overseeing three AM teams located in Vancouver, Sydney, and Buenos Aires. My main role was to strategically assign accounts based on Gross Merchandise Volume (GMV) and Revenue metrics to ensure they were aligned with organizational objectives while exceeding our repeating quarterly target of 5% transaction GMV account growth by an impressive 7% (12% QoQ). I also acted as the main point of contact for our most esteemed clientele, who made up the top 1% of customers. Through meticulous oversight and strategic engagement, I consistently drove enhanced client satisfaction and revenue growth, which contributed significantly to the company's success and reputation for excellence within our industry.Beyond Managing the Account Management teams, I also held the task of Global Trainer for Escrow.com's Customer Support, Customer Success, and Account Manager teams. This came with leading the hiring, initial & continued training efforts across seven teams spread across six offices worldwide. This involved nurturing and developing the teams in Vancouver, Sydney, Buenos Aires, San Francisco, and three branches of the customer support team in Manila with remote and on-site training & check-ins.

As the head of the Domain Name Holding department at Escrow.com, I was responsible for leading a specialized team that focused on various aspects of domain financing, leasing, and lease-to-purchase agreements. My role involved several critical functions such as drafting contracts for Domain Name Holding (DNH) transactions, processing payments with great attention to detail, ensuring seamless transfer of domain ownership, managing DNS, negotiating fees and settlements, making contract amendments, resolving disputes, and being the primary point of contact for arbitration matters. With my strategic leadership and meticulous oversight, I ensured the smooth operation of the DNH department, facilitating transparent and efficient transactions while maintaining the highest standards of professionalism and service excellence.

In my role as an Account Manager at Escrow.com, I was responsible for managing and providing excellent service to a portfolio of clients. My primary focus was to drive the acquisition of new deals and facilitate the growth of existing client sales while negotiating fees and ensuring that potential deals were promptly brought into our pipeline. This helped to preemptively avert any risk of clients turning to competing companies.I always took a proactive approach and had a keen eye for opportunities. As a result, I consistently sought ways to add value to client relationships while safeguarding Escrow.com's position in the market. My effective communication skills, strategic negotiation abilities, and meticulous attention to detail played a pivotal role in fostering client loyalty and maximizing revenue generation for the company.

As the Customer Success, Lead, my role involved overseeing and directing the operations of the customer support teams located in Rancho Santa Margarita, Sydney, and Manila. To lead these teams effectively, I had to take a strategic approach to manage workflow, optimize resources, and ensure consistent delivery of exceptional service across multiple locations. I spearheaded efforts to streamline processes, implement best practices, and foster a culture of excellence and collaboration within each team.My responsibilities included not only day-to-day management but also strategic planning and development initiatives aimed at enhancing team performance and customer satisfaction. By providing guidance, support, and mentorship to team members, I cultivated a cohesive and motivated workforce capable of effectively addressing customer needs and exceeding service expectations. Through effective leadership and a commitment to continuous improvement, I played a key role in driving operational efficiency and delivering superior customer support experiences across all three locations.

As a frontline Customer Support representative, my primary responsibility was to address and resolve all inquiries and requests from our customers. I managed various communication channels such as phone calls, chat messages, and emails to provide timely and effective assistance to our customers. My primary focus was to deliver exceptional service by providing accurate and helpful responses to customer queries while maintaining high standards of professionalism and courtesy in every interaction.I was dedicated to serving our customers beyond just addressing their immediate needs. I proactively sought opportunities to anticipate and prevent potential issues or concerns that they might encounter. By utilizing my expertise and knowledge of our products and services, I provided proactive guidance and support to enhance the overall customer experience and foster long-lasting relationships built on trust and reliability.

As a wrestling coach at San Clemente High School, my role is to help high school wrestlers develop their skills by providing constructive feedback. I use verbal and visual communication to demonstrate wrestling techniques and help athletes improve their performance on the mat. My goal goes beyond teaching the technical aspects of wrestling, as I am dedicated to instilling the fundamental values of the sport and illustrating how these lessons translate into life for the young men and women who participate. I mentor and inspire athletes, guiding them not only in their athletic pursuits but also in their personal growth and development through face-to-face interactions or leveraging social media platforms.I view myself as a mentor and role model, not just a coach. My approach to coaching extends beyond the wrestling mat, and I am committed to shaping the character and integrity of each athlete under my guidance. I emphasize the importance of discipline, resilience, and sportsmanship, aiming to empower students to succeed not only in wrestling but also in all aspects of their lives. By effective communication and mentorship, I create a supportive and nurturing environment where athletes can thrive both on and off the mat, fostering a sense of camaraderie and unity among the team while preparing them for the challenges they may face in competition and beyond.

As the first-ever head coach in the school's history, I had a diverse role that involved various responsibilities crucial to the success of the wrestling program. From laying the groundwork for the team's establishment to managing day-to-day activities, I played a central role in shaping the program's identity and direction. My duties included recruiting talented athletes, coordinating team merchandise orders, and designing and procuring a wrestling mat that reflected our visual concepts and color schemes. Additionally, I created detailed practice plans, provided guidance on wrestling techniques, and developed a comprehensive competition schedule spanning the entire year.In my inaugural season as head coach, our efforts resulted in noteworthy accomplishments, including producing the Wrestler of the Year in our Conference and earning the prestigious title of Coach of the Year for our Conference during the 2013-2014 season. These accolades not only highlighted our team's competitive success but also validated the effectiveness of our coaching strategies and leadership approach. With an unwavering commitment to excellence and a fervor for nurturing talent, I guided the team with dedication, honesty, and an unrelenting pursuit of excellence, setting a strong example for future seasons to come.

During my tenure at Chili's, I had the pleasure of interacting with a diverse group of individuals and ensuring that they had an unforgettable dining experience. In this role, I refined my skills in providing exceptional face-to-face customer service, excelling in a fast-paced environment, and quickly addressing any issues that arose. This included mastering the menu items, providing enticing descriptions to guests, and seamlessly resolving any dining issues with empathy and professionalism, always striving to turn challenges into positive experiences. Furthermore, my approach was characterized by a sense of humor, outgoingness, and compassion, creating a welcoming atmosphere for guests and colleagues alike. It's worth noting that during my time, the restaurant ranked as the third busiest Chili's location in the nation, further highlighting the level of excellence and dedication required to thrive in such a dynamic environment.

During my work experience, I specialized in selling clothing apparel and sporting goods items through personalized, face-to-face client interactions. Our store was located in one of the busiest locations in Orange County and it was renowned within the Chick's Sporting Goods franchise. The success of our store was attributed to our commitment to exceptional customer service and product knowledge, which ultimately led to its acquisition by Dick's Sporting Goods. Despite the busy environment, I enjoyed engaging with customers, understanding their needs and providing tailored recommendations to enhance their shopping experience. The transition to Dick's Sporting Goods was a significant milestone for us, reflecting the dedication and hard work of our team in delivering outstanding sales performance and fostering strong customer relationships.

I took advantage of my grandfather's surplus product, which he acquired during his tenure as the VP of Sales at WARCO. I repurposed self-fusing rubber tape as a batting grip, which was an innovative solution to enhance the performance of baseball players. I introduced this product to my teammates in little league and high school. By utilizing personal sales efforts and word-of-mouth, I successfully marketed the product to my peers, providing them with a practical and effective solution. I transformed a leftover industrial product into a highly sought-after batting grip, which not only fulfilled a need within my community but also helped me develop valuable skills in product development, marketing, and sales. This experience showcased my ability to identify opportunities, innovate solutions, and drive success through strategic thinking and effective execution.