• Led the payments support organization, subscription services, and API integrations for this hospitality-based SaaS, including managing three global support vendors.• Played a critical role in the company’s hyper-growth as my teams expanded from 4 to more than 500 in 3 years. • Guided the buildout of 50-member team in India and developed this entirely new offshore support organization, which included onsite visits and coaching of the new division. • Partnered with product teams to develop and implement an AI chat tool that enabled our support team to focus on higher-level escalations.

• Built out our Retention, Sales, and Success teams as we grew, which resulted in a 14% improvement in retention and 10% increase in bookings in less than two years. • Oversaw sales, support, and customer care strategies for the Grasshopper product line, including developing customer journey maps for all in- and out-bound activities. • Launched a phone-assisted sales team, which helped our customers navigate e-commerce platforms.• Acted as the Voice of the Customer lead in cross-functional meetings and represented the Care team in our Ruby Receptionists strategic partnership. • Coached and led a team of 20+ direct reports with 100+ indirect reports. • Managed vendor relationships, including outsourced processes and services.

Created and maintained the outsourcing project plan and engaged with product, marketing and engineering stakeholders. Oversaw 20 customer care representatives and team leads.Created escalation polices and procedures for Grasshopper product.

• Directed a team of 50+ support engineers and managers responsible for providing IT services across MIT (including full-time, remote, and contract staff). • Spearheaded the launch of a 24x7 support pilot for the Global MIT community from the RFP process and vendor selection through onboarding, onsite resource management, and continuous improvement efforts. • Selected as the Lead for a collaborative effort to merge support services into one consolidated, retail-style service center, overseeing the workflow and rollout.

• Managed operations for the Educational Technology Center, which included overseeing a team of IT professionals responsible for technical services and support within the public school district. • Monitored technical support requests, including responding to escalated service concerns. • Collaborated with school staff and administration on projects and technology deployments. • Reduced turnaround times for support, resulting in an increased rate of user satisfaction across the district.

• Developed and led a diverse team at Legacy Place, who were responsible for sales operations, technical support, customer service, and solutions selling. • Guided the team in achieving the highest customer satisfaction scores in a market of nearly 40 stores, as well as positioned my location to attain the highest Genius (technical support) job satisfaction ranking in the company. • Managed performance for 24 direct reports, as well as supervised overall service delivery for a team of 80. • Played a key role in opening new stores, training teams, and building out staff. • Introduced learning and development programs and opportunities to enable team members to achieve their professional career goals.