At DataGrail, we believe in a world where people can be in control of their privacy and identity. We're developing the privacy platform modern brands rely on to build customer trust and transparency. We untangle the complexity of data privacy and help brands build privacy programs that work, giving them an easy-to-use platform to scale privacy, and stay compliant with regulations like GDPR, CCPA, and CPRA.

Lead a team of Customer Success Managers and Solutions ArchitectsManage CS Operations - Developed and Implemented case management system for pooled team resources - Created and Implemented online LMS resources for self-serve training strategy - Operationalize sales and CS workflows, including analyzing data and operational trends

Team Lead, spanning three offices in the U.S. and Europe, covering CustomerSuccess, Implementation, and Technical Support• Manage CEM Operations - Oversaw multiple outsourced teams for onsite engagements - Scheduling for support team• Continually working to improve process and efficiency - Using outsourcing, product efficiency, process improvement• Maintain 50% client carry, working primarily with Enterprise clients

• Developed Professional Services Program - Created and defined pro service offerings - Managed logistics of new offerings• Lead a team spanning San Francisco and Phoenix

• Worked on process efficiency which helped move 60% of clients to self serve• Opened Phoenix location and trained new CSMs and IMs• Scoped custom integrations to ensure compatibility

Lead a team to roll out new CRM tool – ClarizenSuccessfully created process to double traditional CS carry from 50 to 100 accounts

After working with World Courier in Canada for almost two years I moved to London where I was given the opportunity to work in one of the companies largest markets. This international experience gave me an amazing opportunity to expand my global knowledge while at the same time continuing to develop in my career. Given the larger capacity of this location, there was a greater emphasis on managing cross functional teams and ensuring clear concise communication throughout the logistics process.In addition, I oversaw the live animals team, which deals specifically in shipping lab animals for research purposes, requiring an additional level of organization and care.

• Exhibited leadership and crisis management skills through overseeing daily operations and being the point of contact when problems arise. • Managed 10 agent locations in Western Canada - monitored KPI’s to analyzebehaviors and made recommendations improving quality of service• Supervised and conducted quality checks on all Emergency Part Logistics (EPL) shipments nationwide, creating a 25% increase in customer communication and in turn customer satisfaction.• Provided training and mentoring to co-workers throughout North America• Utilized planning and organizational skills by executing complex logistics solutions, including AOG (Aircraft on Ground), hand-carries, air charters, and temperature sensitive shipments.• Managed specific group of clients by assisting with all levels from customer service to shipment organization to liaising between brokers, airlines, and agents.

• Helped branch increase member experience results from 84 to 92 percent by treating all members with respect and going above and beyond the required duties of an FSR• Proven motivation and desire for continuous learning through taking on many of the management level tasks such as balancing the entire branch throughout the day and acquiring trusted vault combination holder status.• Project manager for implementation of “Chip Card” introduction – trained 10 team members, ensured accurate client adoption, and provided seamless integration of feedback