I started a blog in April of 2019. The blog is for people who believe there's got to be something more, want to get better at doing life, and want to follow along. You can learn more by visiting www.bradyhelps.com

** Expertise acquired by Forbes Advisor ** Objective: Build Expertise.com's Customer Success function from the ground up to reduce churn and grow the business. Activities:- Built offshore/Philippine-based CS and value-delivery support team. - Create talk tracks, CS plays, and SOPs. - Identify and report on causes of churn. Develop flags plays to mitigate churn.- Increase CS productivity by scaling communication.Client profile: SMB to mid market law firms, B2B and B2C service providers.

Building ATG's SMB CS program! How fun is that?! - Accountable for ~800 accounts and ~17M in Revenue.- Creating CS onboarding and enablement.- Creating Inside Sales Rep onboarding and enablement. - Hiring CSMs and Sales Reps.- Leading a team. I've just started the journey and I'm excited for what lies ahead. I'll keep this section updated so that you can follow along. Reach out if you have any questions, or are interested in a role.

I was hired to lead a mid-market and SMB customer success team. Eventually, my mission was switched from managing CSMs with a book of business to standing up the scaled/pooled CS team. Life in Mid-Market==============- Managed 7 CSMs.- 972 accounts, ~20M in ARRMy time was short lived in this team as I then moved to my next and (more) exciting mission.Stand Up a Scaled CSM Program=========================- Managed 5 CSMs.- 4,080 accounts, ~43M ARR (approx 93% of Zywave's book of business by volume)- Exceed NRR target by 4% (goal was 73% and it was anticipated we would underperform)Cool Scaled/Digital CSM Things We Did==============================- Implemented 1-to-Many (1:M) programs like Office Hours which 2x adoption of users who attended.- Created a CSM queue customers could email for issues with their account or to get direction. - Shared VoC feedback. Success story: customers were stalling in onboarding and citing the training videos were too long; shared feedback with Customer Education teams who implemented < 2 min trainings. Reduced the # of stalled implementations by 98%.Management Success Stories=======================- Career pathed employees into higher roles in/outside of Zywave; 1 is a Head of CS, another a Principal CSM at a larger firm, another is a CS Architect.- Implemented a "Studio Approach" to team management. Ask me about it.

Colorful Connections matches employers with diverse talent in the communications and creative industries. And when we say diverse, we include the spectrum of diversity.Through "Think Tank," our workforce development division, we also cultivate diversity by providing apprentices hands-on experiences with client projects.

Apple Leisure Group is a leader within the travel industry. They brought me on to support the staffing of their call center classes. A fun job and I'm loving it!Contract Ended in December.

Hired to standup and scale an award-winning and NPS record-setting entertainment experience team for Carnival's music division. How was success measured? NPS, CSAT, and budget performance. Commercial experience.Responsible for the business operations of my department. - Annual budget forecasting and management, ~20M annual budget.- Negotiated and executed annual licensing agreements, purchasing agreements, and artist representation contracts. - Sourced and secured equipment suppliers, entertainment producers, and talent suppliers.- Advocated for and secured 2M net new investments for R&D and new programs which led to a 21% YOY increase in CSAT. COO decided to adopt my program fleet-wide (it's like the president of your company saying your play worked so well, EVERY department is going to use it because I said so.)Management experience.VP of Entertainment said, "we need someone who's good with people."- Managed a 700 person globally distributed department. - Created career pathing for individual contributors to move into management roles. - Built leadership and management training programs from scratch. The managers on my team outperformed the company in employee engagement surveys; 10% YOY increase in employee NPS (eNPS).- Hired 355 employees annually. Customer Marketing / Product DevelopmentResponsible for creating products and programs that increased customer satisfaction. - Introduced customer segmentation to the business.- Created programs personalized to each customer segments; 21% CSAT improvement YoY.- Created plays (we called them "Recipes for Fun") that leaders on board ships ran to improve CSAT.Speaking to ExecutivesResponsible for presenting program and budget performance/KPIs to COO, SVP Hotel Operations, and VP of Entertainment.

Hired to stand up Carnival Entertainment's recruitment discipline for their music department while reducing the cost spent on third-party agencies. By year 2, I built a database to streamline hiring processes, sourced and negotiated agreements with 3rd-party recruiters that resulted in $0 net new costs for Carnival, and reduced our spend with existing agencies by 98% allowing us to invest in building our own online platform homegrown.What was a I principally evaluated on? Cost of hire, quality of hire, and time-to-fill.Commercial experience as a recruiter? Yes; this was a special job. I was responsible for my part of the business and was empowered to source and negotiate contracts with talent providers with better terms than existing providers (non of whom had contracts with Carnival).In the cruise industry, third-party agencies charged cruise lines a % of the talent's salary without any form of contract or MSA. I required all of our third-party agencies to charge their talent for representation or lose business - 6 out of 7 agencies complied, which allowed us to forecast ~2M reduction in costs.Besides negotiating new agreements, I also expanded Carnival's employer presence.- Established employer brand presence in new markets including New York City, Manila (Philippines), and Dublin (Ireland). What about increasing quality of hire? I increased quality of hired talent by 10% year-over-year. - Expanding into new markets helped. - Implementing digital interviewing (via Hirevue) saved time and allowed us to interview anywhere at anytime. Other cool things I did...=================Award Winner: Digital Innovator of the Year, HireVue, 2013. Presenter for Setting Sail with Digital Recruitment, Human Capital Institute, 2013.

Responsible for operating a customer experience program aboard Holland America Line's fleet. Responsibilities included managing 5 direct reports (international team), achieving customer satisfaction targets, and working cross-functionally with other departments to ensure successful program operation.

If you're reading this far, you must be really interested in my story. So here it is...At this point in my life, I was preparing to drop out of college because I didn't want the debt and I want to make my own money; so I started a business.I created an agency that brokered deals on behalf of entertainers, and I produced my own entertainment acts to sell. I was 18 when I created this business, and what I did here set the stage for the rest of my life.How did I measure success? Net revenue, customer referrals.What did I do?- Develop customer pipeline through a combination of warm inbound leads and cold calling. In year 1, I had booked 2-3 gigs every weekend (the industry average - at that time - was 1/weekends).- Sourced and negotiated artist/entertainer representation agreements with ~100 artists. - Business management - worker's comp insurance, reported payroll to state/federal agencies, reimbursed employees. - Negotiated and secured a collective bargaining pension fund agreement with local AFL-CIO affiliate union. - Created promotions to generate referrals - "If you refer someone and they pay their balance in full upfront, you get 20% off your bill."

Milwaukee based musical theater company that worked in partnership with Milwaukee Public School System Enlighten Program. Facilitated and managed classes for 2 special programs:Kidswrite• Led creative writing workshops for at-risk students.• Produced touring cabaret show that applied students unedited creative writing as lyrics for the show'ssongs.Stories that Sing• Provided musical theater education to students of Escuela Vieau Elementary.

I've always been enterprising... and if you're looking at this description, you're really into deep cuts (that's music lingo).In grade school, I created Cornerstone Web Solutions LLC with two others. We created websites, provided IT support (known as "MIS" at the time), and created e-commerce stores for all kinds of clients - nutritional supplement providers, law firms, and recruitment agencies. Business dissolved to pursue college degree. It was a successful exit.