• Achieved high employee engagement with Connector Style of leadership for multiple staff groups with a broad set of responsibilities.• Communicated and collaborated with other teams globally to identify and analyze issues and create better processes for great customer experiences.• Transformed the perception of our software support from poor to great in 18 months.• Generated 90+ Salesforce email templates and macros to automate tedious tasks and to provide customer-facing training documentation. This ties my philosophy of continuous improvement into technological solutions.• Helped implement Five9 Call Center and Salesforce for CX in with global software support. This includes training, communication as to the why, collaboration with concerns, and accountability via creation of reports and metrics. • Implemented CX best practices across homebuilder software customers over the past 3 years improving experience.• Provided coaching and training in 7 mentoring relationships.

- Green Belt certification achieved for Strategyn ODI (Outcome Driven Innovation) for Jobs-To-Be-Done methodology- Specialized marketing training received from Brado Marketing- Led two change management efforts for global platform implementation- Employ executive communication best practices- Trend analysis and data strategy

• Successfully manage 2 teams of QA’s incorporating their ideas into our processes driving continuous improvement and quality of the software• Lead special testing events like Tiger Teams to help ensure quality and customer satisfaction• Organize and delegate all testing work for the highly successful Engineering, Sapphire Engineering, and MBP products and materials• Mitigate timing and resource challenges in releasing various software products• Work, motivate, and communicate well with a wide variety of stakeholders and various teams/team members• Work toward greater customer satisfaction by delivering high quality and in a timely way• Innovate many test ideas so that automation could cover a wide amount of testing with less overhead which has made the way for quality to be consistently high• Flexible with a variety of expected and unexpected daily tasks• Experienced in the successful deployment of both a large suite and smaller products like web applications and mobile applications

• Led the team for the Engineering and Sapphire Engineering products• Delegated and planned all functional and regression tasks to the Engineering QA’s• Delivered successful and high quality software• Led our team to be well ahead of the Materials issues with that new product

• Tested features for loading, materials, and building codes for the Engineering software• Ran regression tests reporting issues found• Became the lead tester for MiTek 2020 coordinating efforts with other QA’s

• Reviewed customer submitted engineering drawings for repairs and seals in a timely way• Produced the largest amount of work on the team • Interacted with and served a great number of customers successfully