As the Vice President of Support Services, I lead a dynamic team dedicated to delivering unparalleled customer satisfaction and optimizing operational efficiency. My role involves championing customer-centric initiatives, streamlining support processes, and driving continuous improvement to enhance both the quality and efficiency of our support services. I work closely with cross-functional teams to refine our software solutions and ensure alignment with customer needs, contributing to overall business success.I am responsible and accountable for all financial aspects of the support department, including budget management, forecasting, and financial reporting. I collaborate closely with executives to deliver comprehensive monthly financial updates, ensuring that targets are met and resources are allocated efficiently. By identifying cost-saving opportunities and optimizing spend without compromising service quality, I ensure the financial sustainability and profitability of the support operations.My passion for fostering a culture of excellence extends beyond technical support. I prioritize the overall customer experience, ensuring that every interaction is positive, efficient, and solutions-oriented. By implementing data-driven improvements and leveraging customer feedback, I ensure our services not only meet but exceed expectations.Leading the team to achieve a seamless and positive customer experience, I continually strive to make support a value-added component of the overall customer journey, helping to retain clients and drive long-term success for the company.

*Overseen all aspects of Customer Service and Professional Services Operations, ensuring the delivery of exceptional support and service quality to small-to-mid market water utilities. Implemented operational best practices that drive efficiency, customer satisfaction, and overall performance.*Actively lead the integration of newly acquired companies into the inHANCE ecosystem. Developed and executed comprehensive integration strategies that aligned acquired ventures with inHANCE’s operational framework, fostering synergies and enhancing service offerings.*Collaborated with cross-functional teams to ensure that clients leverage advanced technology to optimize their operational processes, reduced costs, and improved service delivery.*Identified opportunities for process enhancements and implemented innovative solutions that streamline operations. Utilize data-driven analysis to measure performance metrics, enabling continuous improvement and a focus on achieving strategic objectives.*Mentored and lead a team of professionals, promoting a culture of excellence and accountability. Facilitate training and development initiatives to enhance skills and ensure the team is equipped to meet evolving customer needs.*Cultivated strong relationships with utility clients, understanding their unique challenges and delivering tailored solutions that meet their operational requirements. Act as a trusted advisor to clients, ensuring alignment between their goals and inHANCE’s offerings.*Worked closely with Product Development, Sales, and Marketing teams to align service offerings with market needs. Fostered a collaborative environment that encourages knowledge sharing and innovation across departments.*Established key performance indicators to track operational success and customer satisfaction. Regularly reviewed and analyzed performance data to inform decision-making and strategic planning.

• Transformed the customer experience and perception by successfully raising NPS (Net Promoter Score) from 8 to 77, demonstrating a significant increase in customer satisfaction and loyalty.• Implemented strategic initiatives resulting in a remarkable reduction in customer support tickets from 500 to 77, streamlining issue resolution processes and optimizing customer support efficiency.• Built and led a dedicated and high-performing team, fostering a collaborative and customer-centric culture within the organization.• Successfully shifted the perception of customers, transforming the company into a customer-centric organization known for its commitment to providing exceptional service and meeting customer needs.

Results-driven professional with a proven track record in market analysis and business development. Adept at assessing customer needs through thorough market research and staying abreast of industry trends and competitor dynamics. Skilled in evaluating market opportunities and potential product sales to drive strategic decision-making.Key Accomplishments:• Conducted comprehensive market research to identify customer needs and preferences, resulting in a 15% increase in customer satisfaction.• Developed and nurtured strong vendor relationships, ensuring reliable product quality and timely shipping, contributing to a 20% reduction in supply chain disruptions.• Efficiently managed inventory and implemented impactful in-store and event displays, leading to a 25% increase in product visibility and sales.• Successfully orchestrated off-site event logistics, enhancing brand presence and driving customer engagement.• Spearheaded a business transformation initiative, leveraging ecommerce and social media to modernize the go-to-market strategy, resulting in a 30% increase in online sales and market reach.

Serving as a National Account Manager, my core responsibilities encompassed the successful management of global accounts and achieving individual revenue targets.• Cultivated and nurtured strong, enduring relationships with both prospective and established clients, ensuring their needs were met with excellence and dedication.• Proactively sought out and identified untapped business prospects, initiating effective communication strategies with key decision-makers to explore and seize new opportunities.

• Spearheaded sales and business development initiatives for "Club Standards" nationwide, driving revenue growth and market expansion.• Successfully marketed and sold Club Standards Assessment Packages and coaching education programs, achieving exceptional sales targets.• Pioneered the creation and sale of pre-packaged and pre-recorded marketing & sales seminar series using Adobe Systems, resulting in increased outreach and accessibility.• Crafted captivating InDesign & Illustrator presentations for fee-based live educational seminars, enhancing engagement and participation.• Developed a sustainable business model and established a robust organizational framework, optimizing revenue and profitability.• Identified innovative "trendsetter" ideas through extensive industry research and analysis of related events, publications, and announcements.• Executed daily activities, including proactive "cold calling" to uncover business opportunities, driving attendance to weekly webinars, and delivering compelling web-based presentations to potential buyers.• Created, presented, and negotiated program offer letters and proposals, effectively closing orders and driving business growth.• Conducted thorough screening and risk analysis of potential new business partnerships, ensuring mutually beneficial collaborations.• Consistently surpassed quarterly sales quotas, demonstrating a strong track record of exceeding performance expectations.

• Led and directed business development activities for Teledyne e2v's global sales organization, overseeing a substantial annual revenue of more than $1B.• Pioneered the creation and implementation of robust global sales processes, optimizing efficiency and effectiveness for over 100 field sales team members worldwide.• Successfully deployed the global CRM/SFA solution (Salesforce.com) and associated business processes, enhancing customer relationship management and sales performance.• Fostered seamless communication and alignment between marketing processes and global/regional sales strategies, ensuring a cohesive approach to market positioning.• Efficiently managed sales and customer contact data, maintaining accurate and up-to-date records for improved decision-making and customer engagement.• Spearheaded the development and management of lucrative US-based sales leads, driving business growth and market penetration.

• Spearheaded all corporate lead generation and business development initiatives for the CA Information Governance Business Unit, driving revenue growth and market expansion.• Successfully managed a critical SAP to Salesforce.com integration project, overseeing system mapping and data migration to ensure seamless transition and optimal data utilization.• Excelled as a Salesforce.com (CRM system) administrator, conducting configuration, data modeling, and data import while ensuring strict compliance and usage adherence. Implemented executive reporting templates for Information Governance, providing crucial insights for decision-making.• Led the worldwide deployment of Salesforce.com to 3000 sales representatives across CA, optimizing sales team productivity and enhancing customer relationship management.• Efficiently managed bi-monthly marketing web-based seminars, orchestrating attendee generation, tactical coordination, and web seminar delivery. Implemented effective follow-up strategies to maximize engagement and conversions.• Facilitated the smooth transition and knowledge transfer process from business development lead generation to sales opportunity, ensuring seamless collaboration and information flow between teams.• Demonstrated strong project management skills in overseeing all aspects of the RFP/RFI response process, from RFP intake to final customer delivery, ensuring high-quality and timely submissions.