● Work with the development team on product improvements and testing● Manage a high performing team of Account Management team members and Support Agents, establishing and driving monthly tracking sheets and performance delivery across essential metrics.● Developing and delivering strategies to improve client experience, future growth and client retention.● Partner with CXO and CLO to scope out new projects for client projects.● Identifying opportunities for upsell potential by listening, understanding, and interpreting client needs.● Serve as the escalation resource for Support Desk issues, coaching and mentoring the Support team and establishing Support Desk coverage and processes. ● Support SOP management● Work with Sponsors and CROs to ensure they are happy with our system and support● Systems used Redstone, AWS, Google suite, Mandril, Zendesk● Provide monthly site count per program ● Trend analysis on support tickets

Responsible for leading a team of Support Agents, being the escalation person for Support Desk issues, coaching and mentoring the Support Team, and establishing support desk coverage and processes. They will adhere and fulfill all responsibilities of the Support Manager role properly. They will also support clients, either in pre-sales or post-sales through platform walkthroughs and other live training. This is will often be in direct coordination with the co-CEO(s). In addition they will advocate for users and clients as part of the quarterly Production Roadmapping process and will have an impact and influence on product feature prioritization for each release.

As the Director of Simulation Engineering I am responsible for overseeing the design and creation of our studies, courses, and training modules. As the Director of Customer Support I ensure that the all customer issues are resolved, and handle escalated issues. Overall I solve all problems associated within the realms of simulation or support.

Design, develop, and maintain simulation exercises for doctors, patients, and clinical trials.

Inside account management for training in San Francisco. With a focus on zip code ranges 94102-94240, 94404-94499, and 94561-94599

Inside training advisor with the territory of San Jose, CA with zip code ranges 94972-95035, and 95129-95192

Inside training advisor with the territory of San Jose, CA with zip code ranges 94972-95035, and 95129-95192

Helped customers obtain the latest and greatest technologies. I focused on FL and CA. I worked with Avaya, Juniper, Red Hat, VM Ware, APC, Aruba Networks, Extreme Networks, F5, Forescout, Jabra, LifeSize, MaaS360, Meru Networks, Microsoft, Oracle, Plantronics, Polycom, Sonexis, Taske, Verint, Uptivity, Zeacom, Windstream, Vidyo, Burstpoint

Assisted customers with escalated issuesTrained, monitored, coached and developed team of 26 Escalation agentsTrained, monitored, coached and developed team of 14 Direct Banking agents

Took calls and answered banking questions in an incoming call center. Assisted with general questions to advanced problems.