-Empowering a global team handling a massive suite of products ranging from highly technical SDKs to no-code, end user focused products-Expanding and embracing a remote first, multi-national team-Building a platform and processes for success during period of rapid growth and company evolution-Developing Leaders for a 21st century orgs that embrace remote work, pluralism, and the power of diversity-Learning along the way and loving it

-Developed award winning technical support team from scratch in new regional office-Developed and launched fully-remote hiring, training, and support model with dispersed reps in response to Covid disruption-Successfully launched first international office in Sofia, Bulgaria while continued support of domestically based team-Managed team of 28 with 14-16 direct reports including Team Leads, Escalation Leads, multiple tiers of reps, team trainer, and more-Maintained 78+ NPS for Customer Service/Care experience throughout career, teams, and locations-Incorporated training, documentation, and continuing develop of new product after company acquisition-Primary team project manager overseeing continual development, assessment, and revision of tools, processes, and mechanisms-Escalation point for Development, Customer Success, Billing, and other teams

-Managed Front Line technical/customer support team of ~15 to ensure rapid resolution of customer issues of SaaS application development software.-Develop team policies, training materials, standard operating procedures, best practices, and other organizational needs.-Served as Voice of the Customer for feedback on product, product escalations, and prioritization of current issues.-Escalation point for technical issues, serve are subject matter expert for product.

Provided top-notch technical and customer support for SaaS-based customers of a highly complex, business application building platform/database software

Joined the management team of a 40+ person, multi-million dollar store in a struggling location to help rebuild sales and operational standards.

Took over struggling, small non-profit with negative cash flow, waning membership, and no strategy/vision.Worked with organization to developing funding streams, generate granter/grantee relationships, engaged in Visioning exercises to clarify goals and roles.Provided material support for campaigns that directly affectedly the lives of low-wage, vulnerable, and immigrant workers in the Greater Boston Area including but not limited to low-income housing issues, immigrant worker rights, worker rights education panels, trans-gender workplace rights, and victim's right training.Engaged in relationship building and maintaining with diverse religious congregations, groups, and seminary/universities, grant writing and research, developed an online presence including social media. Provided faith-based voices and education for non-profit mission.