• Currently lead Cyncly’s North American Customer Success and Training teams. These teams work directly with the top home improvement retailers and manufacturers in North America, driving software optimization and customer growth through partnership and strategic initiatives. • In 2024, built the CS department for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner. Determined portfolio assignments, performance metrics, health scores, and KPIs relevant to each account, the entire team, and the business unit. • Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics. Collaborate cross functionally with our global sales and product teams to address client concerns, spark innovations and drive new product offerings for our enterprise clients.Notable Achievements• In FY24, managed strategic relationships with 170 Mid-Market and Enterprise clients, worth over $14.5M in ARR. Grew the book of business 12% in GRR in less one year and less than 1% churn.• Implemented efficiency gains to maximize the client experience and to establish a culture of continuous improvement. • Created analytics dashboard in Totango to monitor project health and renewal forecasts. Created Success Plan playbook and automated touchpoints in CRM tool.

• Lead a team of 19 client-facing Project Managers responsible for effective and accurate configurations multi-product implementations. Responsible for seamless activation of Payroll, HR/Benefits and Time product lines and exceeding quarterly revenue targets. Monitoring key Implementation metrics to maximize productivity and efficiencies.• Providing leadership support for client escalations, working directly with cross functional teams to investigate, analyse, and troubleshoot solutions to technical anomalies between clients’ and Paycor systems.• Collaborate with direct reports to drive personal and organizational success including performance management, professional development, coaching, and recognition. Fostering a working environment that is energized, motivating and contributes to the positive associate engagement.Notable Achievements• In FY23, implemented over 730 clients, contributing over $13.5 million in annual revenue, achieving 86% on-time starts and 87% CSAT score. • Prepared team for company succession, with 7 internal promotions and 3 PMs promoted to implementation leadership. • Implemented efficiency gains to maximize the client experience and to establish a culture of continuous improvement. Created analytics dashboard in PowerBI to monitor project health and created client facing project tool in Smartsheets.

• Directed North American go-to-market initiatives by providing strategic planning and communication support. Facilitated the implementation of work efforts that drive goals and objectives of HQ leadership and cross-functional teams. • Subject matter expert for commercial products and tools deployed in North America. Identified product development opportunities and growth hacks specifically for US West region, alongside core priorities to deliver on partner growth & commercial expectations. Served as feedback loop for Amsterdam product teams.• Critical liaison for enterprise wide GTM initiatives focused on enhancing cross functional alignment and operational efficiencies through program management including data collection, business analysis, problem and solutions identification, root cause remediation, strategic communications, change management and presentations to upper management.• Crafted change management communication for all levels of organization and delivered content by various channels; internal and external presentations, quarterly business reviews, NORAM weekly All Hands, and partner exchange events. Notable Achievements• Created global business case for Disney acquisition strategy. Working closely with cross-departmental teams (payments, connectivity, content, and families) in Amsterdam to launch various projects with business impact of $161 million annually.• Led numerous North American sales strategies to boost product implementations and drive room night growth. Created NORAM sales campaign resulting in 1,982 deals, producing 26,000 bookings and 60,000+ room nights. Producing over $1.5 million in booked commission.• Built America’s Daily Aging Report, a Tableau dashboard to identify partner churn. Launched training program in US, Canada, and Latin America to use tool and set reactivation targets to recover partners closed off the platform.

• Sales management and leadership of Seattle Partner Services team, including 9 direct reports. Created team culture with exceptionally high-performance standards. Hired, developed, and trained team members to execute objectives. Performance management including coaching & mentorship, drafted, and delivered quarterly and annual performance reviews.• Delivery exceptional results for the Pacific Northwest including Alaska, Washington, Oregon, Idaho, and Montana, consistently exceeding quarterly B2B and acquisition targets. • Data analysis of partner performance and key business indicators to identify problems and opportunities for improvement. Craft partner quarterly business plans to drive performance and commission growth. • Providing a high level of development to prepare team for next level advancement and company succession.Notable Achievements• Restructured account management team. Hired, trained, and developed high performing team that consistently exceeded quarterly business targets and crushed individual KPIs. • Created and facilitated many cross-departmental training programs, including CS Learning Exchange, Dipped in Blue (new hire training), Introduction to Management, & Identifying Talent.

• Directed overall agency operations including creating and executing business plan, hiring, training and developing agency team, establishing operational standards, and executing marketing strategies.• Created agency culture with exceptional guest service standards. Hired, developed and trained team members to execute on sales and marketing goals. Constantly reviewed agency results and key business indicators to identify problems, concerns, and opportunities for improvement and provided coaching and direction to agency team to achieve sales goals.• Provided legendary customer service to every client by analyzing their risks and household exposures, tailoring appropriate products to fit their needs. • Executed marketing strategies to cultivate new client households, utilizing website optimization, social media, internet campaigns, and participated in grassroots marketing events. Reviewed market research to determine areas for optimization.Notable Achievements- Produced a strong book of business; with 83% multi-lined households and 9% large client households (7 policies or more).- Ranked #2 in Area for new Mutual Fund accounts, producing over $150,000 in assets under management and ranked #3 in Bank Deposit Products.

• Management of $6 million Seattle retail location. Responsible for store leadership, planning and execution of annual operating plan, partner development and achieving business results.• Developed action plans and directly motivated store team to meet operational and organizational objectives. Constantly reviewed key business indicators to optimize sales. Coached to partners and conducted regular performance assessments to improve performance.• Inventory management including development and preparation of merchandise pre-season financial plans, merchandise in-season financial forecasts, assortment analysis, buy plans, and ad hoc analysis to ensure that current inventory levels are consistent with and support the financial goals of the business.• Upheld a "customer first" attitude by training and holding partners accountable for delivering exceptional customer service. Supervised and directed store partners, made staffing decisions (i.e., hiring, training, evaluating, disciplining, discharging, staffing and scheduling), ensured customer satisfaction and product quality, managed the store’s financial performance, and ensured safety and security within the store.

Triple-A Affiliate of the SF Giants- Management of community outreach events and sponsorship programs for multi-team franchise, Fresno Grizzlies Baseball, Fresno Fuego Futbol Club, and Fresno Falcons Hockey. Executed charitable community partnerships, fundraising galas/auctions and educational programs. Coordinated youth baseball/soccer camps and tournaments.- Project management of foundation marketing events; including managing event staff, contract negotiations, branding, audio visual/technical support, entertainment, décor, housing/travel, registration, player involvement, guest speakers, and F&B. - Forecasted, Managed and Reconciled budgets from RFP to Event Reconciliation.- Responsible for overall store operations for the Team Store including creating and executing business plan, hiring, training and developing store management, establishing visual merchandising standards, merchandise purchasing, and supervised two store managers and 50+ seasonal staff members.- Identified new individual and corporate prospects, developed appropriate solicitation and stewardship strategies, and developed relationships that lead to sponsorship and gift support.Notable Achievements:- Management of the largest literacy program in Minor League Baseball. In 2011, increased participation in “Wild About Reading” program by 54%, enrolling 71,000 students in 116 elementary schools.- Planned and executed 50th Anniversary Hot Stove Gala with former SF Giants, Matt Williams and Will Clark. This formal event was the first public stop of the 2010 World Series Trophy, attended by nearly 1,000 guests and raised over $45,000 for the Grizzlies Community Fund.- Executed City of Fresno’s 3rd Annual “Making a Difference Day” Youth Soccer Festival for underprivileged youth. This one-day event included over 4,000 participants and nearly 200 community volunteers.- Restructured the entire retail management team & sales process, increased retail revenue by 24%.

- Created business boosting sales strategies and marketing plans related to youth and corporate events. Cultivated and fostered relationships with internal departments; developing key partnerships to facilitate seamless execution of Disneyland and California Adventure park-wide events.- Client facing role in both sales and services. Sold and executed over 40 events per month, producing over $1.2 million in special event revenue. Interfaced with site operations, marketing and production to ensure execution of contracts and banquet event orders. Surpassed guest’s expectations by providing quality guest service & ensuring the highest level of quality product and service.- Prepared event proposals and contracts according to client needs. Verified timing, flow, décor, details and other services for all components of the event. Coordinated menu and beverage selections and contracted outside vendors for other services such as audio-visual, rentals and entertainment. Prepared final invoicing ensuring accuracy and closure.- Executed all aspects of event management experience – marketing plan, registration and attendee management, move-in/-out logistics, vendor and materials sourcing.Notable Achievements:- Project management of events with up to 1,200 guests, working with Fortune 500 Companies.- Launched ESPN Zone and Disneyland Grad Night cross-promotional events. Coordinated multiple sold-out Grad Night Launch Parties for over 35 high schools, encompassing 31,000 students.

- Acted as second-in-command, assisting the Store Manager in the overall running of the store with sales, operations and personnel. Also, led sales floor and maintained overall customer satisfaction.- Accountable for sales revenue, customer service, visual merchandising standards, and store operations. Produced and ensured maximum profitability in all aspects of the business while maintaining 30% conversion rate and 25% contribution.- Trained and coached over 45 employees, producing top quality management and associates for company succession plan while maintaining company service standards that reflected the Guess image and brand.Notable Achievements:* Planned and executed grand opening event, in prime Orange County location. Within the first year of store launch, produced over a million dollars in new concept store, G by Guess.

- Compiled and analyzed market research including payroll expenses, profit & loss reports, and sales statistics for West Coast Region, encompassing 5 districts and 34 retail stores.- Monitored weekly/monthly retail sales performance against goals for focus stores. Developed sell-through strategies affecting under performing stores and monitored stock levels for each location. Responsible for mass communication of vital corporate information and operational details.- Project Management of annual regional conference in Las Vegas. Coordinating all travel arrangements, booking educators and entertainment, and managing event timeline and budget.- Executed various store visits to include seminars, inventory maintenance, floor presentation, sales associate training, store contests and events.Notable Achievements:* Promoted to retail store management to help execute grand opening event and launch new concept store.

- Executed in-store events in 8 markets nationwide, including execution of fashion shows, grand opening events, and charity galas. Produced budget forecasts, checklists, event requisitions, schedule of events, and any other event related materials. Selected and negotiated services with vendors, ensuring the best quality and value while remaining within budget guidelines and ensuring compliance guidelines are followed.- Negotiated and executed all contracts with adherence to corporate standards and confirmed deliverables with all parties and vendors prior to the event. Reconciled expenses, evaluating and reporting on the effectiveness of event.- Worked with graphic department on the design, layout, printing, and distribution of seasonal program brochures, promotional marketing collateral, press releases, newsletters, catalogs, and packaging.Notable Achievements:* Launched and managed loyalty program, St. John Rewards Program (CRM), enrolling clients spending 15K-250K annually. * Executed Grand Opening Gala & Fashion Show for St. John Boutique on Rodeo Drive.