Performed as a sales and client services manager at SeeWriteHear, an accessibility company specializing in braille and tactile graphics, document remediation and transcription. Web accessibility, and audio and video descriptions as well as closed captioning services.• Duties include hiring, managing, mentoring, disciplining, and overseeing the CSS team daily• Propose, discuss and implement changes to improve the day to day operations of the CSS department• Provide 2nd tier client support when issues have been escalated by the CSS coordinators• Maintaining client relationships including updates during project lifecycle, responding to specific questions, and client follow up• Create sales opportunities and relationships by consistently promoting services and sales to existing client base• Identify and follow up on new sales opportunities found through prospecting or current client activities• Responsible for weekly sales reporting to the President of SWH• Responsible for updating internal database systems with Sales RFP documentation• First point of contact for all client requests through sales channels, email/phone/FAX/mail• Respond to any negative feedback, complaints, issues, concerns, or exception reports• Write and/or review all “estimates of work/quotes” prior to submission when requested by client.• Conduct and lead weekly production/CSS staff meetings between Scottsdale and Lafayette.• Organize, lead or participate in “project status” meetings with clients as needed during production cycle• Determine scope/pricing/schedule, and review with Director of Operations of any specialized projects• Update pricing model when new/specialized projects are approved• Responsible for reviewing ALL invoices for content accuracy for all SWH clients before submitted to accounting• Responsible for BMS database management and defining individual project workflow within the BMS• Responsible for updating internal sales documentation

Provide strategic market analysis, current trend feedback, sales support, financing assistance and transaction management services to clients as an Arizona licensed realtor. Specializing in REO sales through Carrington Mortgage.

Real Estate Sales, COMP analysis, mentor and education of client base. Purchase contracts and lending documentation. Lease/Purchase, manufactured homes, REO/Bank Owned.

Performed a senior management role for a leading developer of GPS and telemetry solutions. Specialized in project management proposals and implementation to improve the day to day operations of the company support center.

Performed a multi-faceted role for a world leading developer and publisher of consumer software and business solutions. As Director of Technical Support, I was responsible for hiring, training, and managing all technical staff in Manila and Calabasas offices. Analyzing call and email metrics, proposing tactical strategies, and implementing processes to improve efficiency and minimize labor costs. Establishing standardized practices for interacting with development and quality assurance teams.Project management experience, scheduling and integrating CRM solutions (Salesforce, Zendesk, Sugar CRM), VoIP telephony systems (five9, Cisco IP), reviewing and maintaining annual departmental budgets, and setting up both on-site and off-site offices from the ground up.My position reported directly to the CTO, CEO, and VP of Avanquest USA.• Integrated five9 VoIP phone system into the call center (computer-based telephony system). I was the ongoing administrator of 30 plus off-site users.• Successfully proposed and directed a 6 month project of outsourcing “first level” support calls to Manila. This enabled 60% of all product calls to be answered without the need for escalation to the Calabasas office, and reduced total labor costs by 25% in the USA offices.• Developed a cost saving proposal to replace Salesforce ( a CRM solution I personally initiated and implemented years ago) with Zendesk, a new CRM tool, to be used jointly by the Manila and Calabasas offices. This is being used for call, email, and customer data tracking.• Facilitated merger of technical support departments between Avanquest and Nova Development. Spearheaded a 2 year consolidation of support offices in Pleasanton, Westminster, Denver, and Calabasas seamlessly using project management methodology. I relied heavily on using telecommunications, WebEx conferencing, and off-site trips to organize and restructure departments until everything was consolidated into the Calabasas office.