Owner of FASTSIGNS in Chicago’s Central Business District (Loop). Providing business-to-business onsite marketing, branding fabrication and installation.

Maintained Account Retention Rate at 94% by optimizing field engagement through a multi-disciplinary team focused on business intelligence and customer support.Managed a $56M budget, improving profitability and reducing unnecessary expenses by 55%.Achieved 4.5/5 CSAT score through customer journey alignment to field operations impacting a $1.5B ARR digital media base.Decreased costly compensation errors by 90% and quota issues for a 350+ field team through operational rigor, increasing efficiency in four global regions.

Saved 20k work hours annually for reps by consolidated customer data sources, improving CRM efficacy through Gainsight and Zendesk integration.Increased customer expansion by 15% YoY in Adobe Sign through Introduction of Customer Success KPIs, achieving above 100% net expansion and 4.7 NPS score.Reduced customer escalations by 70% by creating a product adoption knowledge base.Contributed 20% closed ARR closing quota pipeline gaps through post-sales lead generation program.

Enhanced partner deal closures by 30% through a SaaS value-selling program.Reduced partner onboarding costs by 67%, saving an average of $181k per engagement.Increased partner revenue contribution from 8% to 32% through targeted roadshows and enablement kits

Designed team structures and proposals to expand Partner/Channel Saas support. These proposals included Day 2 support, Technical resources and a training integration into Cisco's existing partner partner certification program (Authorized Technology Partners: ATP Program).

Led a team of customer service reps who managed fortune 500 companies contracts. Maintained a rigorous 97% retention rate on our base. Won Lead Generation awards for 3 years straight for exceeding closed upsell targets.

Instructional designer and project manager for 3 top Tellabs' digital cross-connection products. Conducted needs assessments, content hierarchies, design and pilots to deliver over 20 new courses and revamp 10 existing. Courses were delivered to Service Providers including Verizon, Sprint and AT&T.