Carlos Canto, Mba Email & Phone Number

Holliston, MA, US

Public address announcer for all home Holliston High School football games at Kamitian Field, including the Tri-Valley League Championship and Joey Larracey Bowl. Responsibilities include all in-game play calling, music selection & pep band synchronization, public safety notifications, and promotional announcements.

Boston, Massachusetts, US

• Built out and executed the community vision to scale, engage and support the Velociraptor open-source and Rapid7 Voice customer communities, advocating for them both internally and externally.
• Developed and executed a comprehensive customer community engagement strategy aligned with Rapid7’s business initiatives and designed to deliver meaningful interaction with Rapid7’s customers, prospects and advocates.
• Coordinated and executed industry-leading user conferences and workshops, including the inaugural VeloCON, a 1-day summit to share experiences in using and developing Velociraptor to address the needs of the wider DFIR.
• Managed entire social media, web and email presence for Velociraptor, including all informational posts, content creation, event promotion, release announcements and discussions. Audience saw 500% growth within 2 years.
• Created and directed captivating content, events and engagement activities to nurture customer advocacy, deflect support tickets and maximize product adoption, ideation and knowledge sharing. Engagement within customer.
• Partnered closely with customer excellence, marketing, social media, digital and communications teams to enhance internal and external awareness of the community and maximize participation, engagement and customer.

Framingham, Massachusetts, US

• Managed a cross-border team responsible for recruiting and managing online communities for specific customer needs in support of Applause delivery teams. Strong, documented record of success in improving and.
• Defined the overall Community strategy for Applause, including Community vision, global expansion, engagement and strategies around other communities for its clients, aligning with specific business initiatives.
• Managed brand awareness through community focused content creation, events and thought leadership.
• Mentored and coached community management (CM) team members, who recruited, engaged and managed both technical and everyday testers and panelists on behalf of Applause, its customers, and partners.
• Provided business input and action plans, working with other functions of the business including engineering, professional services, finance, marketing, customer success and sales.
• Created scalable programs to help onboard, train & support a community of over 950,000 testers from over 220 countries & territories around the world across various industries, verticals and lifestyles such as finance.

Melbourne, Victoria, AU

• Coordinated and managed business operational activities while ensuring compliance with company standards and procedures in order to meet customer expectations and company goals.
• Built, coordinated and launched new Operations & Support organization to provide support for a range of in-house applica-tions and systems across North America for all internal and external customers.
• Proactively managed production applications and systems, resolving issues and/or escalating to appropriate team(s) for quickest resolution.
• Built and maintained strong customer relationships through regular meetings and communications.
• Evaluated operational performance and provided strategic plan for improvements.
• Managed work assignments and allocation of staff, conducted performance reviews and provided performance feedback.

Framingham, MA, US

• Acted as liaison between Business and IT while managing the customer-facing day-to-day hands-on operations of the second level technical support team for StaplesAdvantage.com, an award-winning Business-to-Business.
• Provided expert, customer-focused technical analysis and support to StaplesAdvantage customers
• Assisted with design and development of functional requirements for StaplesAdvantage.com, utilizing both Waterfall and Agile project methodologies.
• Coordinated and performed User Acceptance Testing (UAT) of StaplesAdvantage.com launch and regular maintenance releas-es, ensuring functionality aligned with business goals and improved end-user experience.
• Designed, developed and delivered knowledge-based documentation for first-level technical support teams.
• Communicated directly with customers to gather requirements and identify and prioritize enhancement requests.

Toronto, ON, CA

• Managed a team of 8-12 customer relationship analysts in support of Thomson Reuters' online financial content and webcasting platforms.
• Responsible for hiring, training and developing entry level analysts and providing feeder network for the company
• Analysts delivered event information to StreetEvents subscribers, provided service to streaming media clients, built relationships with investor relations professionals and were responsible for up-selling product add-ons
• Established associate development program for entry level associates that allowed them to move on and become successful contributing members of other functional teams throughout the organization
• Designed, developed and delivered training programs in product usage, communication skills, client relationship development and sales
• Developed and delivered client training programs for multiple Thomson Reuters products and services

Bachelor Of Arts, History

Master Of Business Administration, Product & Brand Management