Rackspace is a leader in Managed Services for public cloud infrastructure, delivering guidance on best-fit cloud solutions for global companies. As the Director of Fanatical Support, I was selected by the VP of Support to improve and implement client retention and KPI strategies over a 6-month period. I managed a team of 11 employees with annual revenues totaling $42M. Technology platforms included AWS, Google, Microsoft, OpenStack, Oracle, SAP, and VMWare. Recognized as one of… Show more Rackspace is a leader in Managed Services for public cloud infrastructure, delivering guidance on best-fit cloud solutions for global companies. As the Director of Fanatical Support, I was selected by the VP of Support to improve and implement client retention and KPI strategies over a 6-month period. I managed a team of 11 employees with annual revenues totaling $42M. Technology platforms included AWS, Google, Microsoft, OpenStack, Oracle, SAP, and VMWare. Recognized as one of three Leaders to achieve business KPI goals in 2018 by implementing tracking tools, conducting business reviews and training leaders and employees on high-risks flags and retention plays. ✶ Key Achievements include ✶✓ Collaborated with the Business Analytics team to validate risk factors and rolled out new proactive retention methodologies to service delivery business unit. ✓ Tasked by Executive Board to achieve 25% cost savings with scheduled defection churn for Q4 ’18. Directed each account through a churn war room, executed against an executive contact strategy and developed a renewal play for each client. Realized 30% in monthly reoccurring revenue retained with 65% forecasted revenue pushed to 2019. Show less

As an Interim VP and Director of Support for the Latin America region, I led a team of Business Intelligence, Service Delivery, HR activities, Operations, and two office locations. Implemented quarterly business reviews and internal support plans for top 50 accounts. ✶ Key Achievements include ✶✓ Maintained Best-in-Class NPS and churn metrics and received Board approval to expand Mexico City office by 100%. ✓ Developed and rolled out an Executive contact strategy for… Show more As an Interim VP and Director of Support for the Latin America region, I led a team of Business Intelligence, Service Delivery, HR activities, Operations, and two office locations. Implemented quarterly business reviews and internal support plans for top 50 accounts. ✶ Key Achievements include ✶✓ Maintained Best-in-Class NPS and churn metrics and received Board approval to expand Mexico City office by 100%. ✓ Developed and rolled out an Executive contact strategy for Top 50 accounts, adopted enterprise-wide as a best practice within the US and Globally. ✓ Designed and implemented a project plan to deliver a multi-cloud support experience leading to an operational change from one cloud capable to multi-cloud articulate. ✓ Consistently delivered best-in-class customer satisfaction (NPS 76), retention and service delivery metrics. Achieved record low churn for two years resulting in 5% of additional revenue. Results delivered in midst of devalued currencies. Show less

General Manager of all activities aligned to 6 of top 40 revenue-generating clients totaling $55M in annual revenue. Directed client partnership, service excellence and execution, contract renewals, cross-enterprise strategic planning, and account P&L management. Coordinated and directed cross-functional account and operational teams in delivering business outcomes.*Key Achievements Include*✓ Developed and implemented strategic account plans and executive contract strategies… Show more General Manager of all activities aligned to 6 of top 40 revenue-generating clients totaling $55M in annual revenue. Directed client partnership, service excellence and execution, contract renewals, cross-enterprise strategic planning, and account P&L management. Coordinated and directed cross-functional account and operational teams in delivering business outcomes.*Key Achievements Include*✓ Developed and implemented strategic account plans and executive contract strategies. Team produced highest revenue growth account in 2017, booking over $13M in annualized revenue.✓ Secured largest contract renewal at Rackspace, representing over $70M in revenue. 90% of account revenue in-contract.✓ Engaged with VP and C-level contacts routinely and established sponsorship for enterprise relationship.✓ Leveraged set of KPI’s to manage business and provide performance reports to Executive Leadership. Exceeded NPS, Growth, and Churn goals resulting in NPS 65, Growth 48%, and Defection Churn 50. Show less

Spearheaded service delivery and operations in Latin America. Managed a team of 40 comprised of Leaders, Account Managers, Enterprise Solutions Architect/Engineers and System Administrators across all shifts. Grew business to over 3k customers and $50M in annualized revenue over a three-year span. Ranked as one of the top 5 companies to work for in Mexico City, 2017.*Key Achievements Include*✓ Consistently delivered best-in-class customer satisfaction (NPS 76), retention and… Show more Spearheaded service delivery and operations in Latin America. Managed a team of 40 comprised of Leaders, Account Managers, Enterprise Solutions Architect/Engineers and System Administrators across all shifts. Grew business to over 3k customers and $50M in annualized revenue over a three-year span. Ranked as one of the top 5 companies to work for in Mexico City, 2017.*Key Achievements Include*✓ Consistently delivered best-in-class customer satisfaction (NPS 76), retention and service delivery metrics. Achieved record low churn for two years resulting in 5% of additional revenue. Results delivered in midst of devalued currencies.✓ Developed policies, procedures, and quality standards to ensure critical outcomes for Mexico and US operations.✓ Launched and leveraged Mexico City office to fund additional resources. Resolved service gap of 24/7 language support needs for Latin American clients translating into additional hires while maintaining lowest cost to serve in the company.✓ Negotiated top contracts with VP and C-level executives, resolved escalated issues, and developed multi-cloud strategies.✓ Spearheaded strategic project plans in Latin America region resulting in improved service delivery model, increased output from technical teams, and repurposed resources into value added activities.✓ Developed utilization rate for each system administrator level and tool to track individual performance. Provided leadership with agility to move staff around according to work presented. Resulted in better cost and efficiency compared to US teams. Show less

As a Senior Manager of Customer Care, I pioneered new service delivery models and aligned goals with sales and exceeded revenue targets each year leading to promotion and multiple teams. I managed teams of 10-25 employees and $1.5M to $3M in monthly reoccurring revenue. I provided strategic leadership and direction for the delivery of pre-sales and post-sales services to customers involving multiple teams, ensuring SLA’s were met.During my tenure, I was recognized for implementing… Show more As a Senior Manager of Customer Care, I pioneered new service delivery models and aligned goals with sales and exceeded revenue targets each year leading to promotion and multiple teams. I managed teams of 10-25 employees and $1.5M to $3M in monthly reoccurring revenue. I provided strategic leadership and direction for the delivery of pre-sales and post-sales services to customers involving multiple teams, ensuring SLA’s were met.During my tenure, I was recognized for implementing Manager Forums to mentor, train and gather operational feedback for the Sr. Leadership team. Show less

• Served as an escalation point for team members who encounter difficult situations or conversations with customers.• Mentored, encouraged, and supported team members in broadening their Account Management and Rackspace Knowledge. Developed training classes and manuals for all new Account Managers.

As a Senior Account Manager, I managed 50 accounts totaling $550,000 in monthly reoccurring revenue. I ensured technical, administrative and relational needs were met for clients and managed projects and expectations according to customers hosting needs. Promoted from Account Manager to Senior Account Manager.

As a Regional Facility Manager, I managed all facility operations including human resources, shipping and receiving, deliveries, customer satisfaction, profit and growth, maintenance, and inventory. I maintained an inventory of over $1M in a 33K sq. foot warehouse. During my tenure, I increased revenue by 10% exceeding $3M.

As a Procurement Consultant, I consulted restaurant owners on strategies to enhance product quality, increase profitability, and customer satisfaction. I monitored and controlled over $25M in purchases.