- Establish the framework for the strategic management model across the organization inspired by the principles found in "Entrepreneurial Operating System" (EOS)- Facilitate the implementation of all strategic components of EOS including Core Values, Vision, Marketing Strategy statement, 3-year goals and quarterly initiatives- Drive the quarterly and annual meetings to maintain executive focus on the agreed-upon goals using our core values as our driving principles- Lead and Manage execution of cross-functional process flow initiatives across the organization- Provide weekly executive updates on performance metrics to achieve 3-year goals- Designed Product Development processes on the product development team- Lead Customer Experience team to develop continuous improvement initiatives- Also maintained management responsibility over Service Implementation and Account Management teams

The Vice President of Enterprise Accounts is responsible for Impulse’s relationships with all assigned enterprise accounts. This position has direct responsibility over the Enterprise Account Management Team as well as support teams involved in support our enterprise accounts.The primary responsibility of this position is to build relationships at the executive level with my assigned, strategic enterprise accounts. This involves periodic outreach and in-person visits to their sites to ensure we are satisfying their needs as our partner and are aligning with their companies' strategic objectives.While holding this title, I also continue to lead the Service Implementation team with oversight of its operations and processes.

Impulse is an Advanced Business Communications company located in Santa Barbara. We provide business communications solutions for business. Our focus is national with headquarters in Santa Barbara and a regional office in Chicago.I maintained responsibility for Service Implementation including on-boarding of new customers and provisioning services for all existing accounts. This includes continuous improvement of all associated processes.I was also tasked with managing the Customer Support Department and was thus responsible for enhancing the customer experience from contract signing through to every interaction thereafter.- Designed and maintained metrics for both the Customer Support and Service Implementation Departments to maintain quality standards for both- Designed and implemented employee orientation program to welcome new support team members and ended up developing our Impulse University checklist for all new employees to the company- Developed a tiered pay scale model for support team members to grow their value to the company while improving their income by achieving skill levels at their own pace- Successful in consistently meeting quality objectives for ticket resolution and percentage of calls answered in customer support- Successful in achieving goal of finding, developing and retaining a solid Customer Support Supervisor- Directly responsible for Customer Support team and Service Implementation team- Successfully rallied each team to focus on weekly quantitative objectives- Established qualitative objectives to improve the quality of our customer experience for both implementation and support- Designed Customer Product Training program for our trainer team- Responsible for escalation of all customer issuesAs a member of our executive team I participate in all strategic decisions for our company. I am currently leading an initiative to transform our company from a regional focus to one focused on multi-site, national customers.

Responsible for all provisioning including managing the on-boarding of new customers as well as provisioning additional services for all existing customers. Our mission was to form a team and create the provisioning processes that transitioned our new customers from contracts to partners.- Established Implementation processes for new and existing customers- Developed strict standards to cover customer site survey for both network closet inspection and interactive interview to determine call routing- Established clear monthly objectives for the team with weekly oversight to ensure engagement and buy-in- Evaluated and approved key vendors and service providers to improve our performance- Focused on best-practices to maintain a high-value, differentiated customer experience- Collected data and maintained quantitative reports of key metrics to analyze our performance on an annual basis and compare to previous yearsAs a member of our executive team I participate in all strategic decisions for our company. I am currently leading an initiative to transform our company from a regional focus to one focused on multi-site, national customers.

- Assist in development of sales process for new Hosted VoIP product offering- Prospect list of potential customers using Salesforce- Attend local networking events to market the product- Assist with installation of equipment at new customers- Conduct in-person product training for all new customers- Participate in strategic sales meetings to help develop the market for this product

- Managed all strategic account locations in the western United States and Mexico- Established and maintained relationships with key contacts at all strategic accounts- Responsible for establishing purchasing relationships with procurement departments at each location in my territory

- Initial member of the Marshall Industries Latin America team to open office in the region- Managed concentration of multi-national, electronic manufacturing companies established in this region of Latin America- Established and maintained relationships with key contacts at all accounts- Closed and managed distribution inventory pull- model service agreements with strategic accounts- Managed fulfillment of orders closed at design center locations in the US