▪ Oversaw the growth of the T3 operations in the AMR and ALAC region for Apple. Consolidating iOS, Mac, Health, Accessibility,Wireless, Apple Music, and Chat teams into one organization.▪ Support AppleCare program overseeing the T3 leadership teams responsible for the technical and procedural competencies in theiOS, Mac, Accessibility, Health, Spanish, Wireless, and iTunes lines of business. These teams are responsible for:• Providing executive leadership with data analysis and reporting deep dives. Identifying trends in performance and makingrecommendations to improve proficiency across all lines of business.• Creating, maintaining, and delivering Advisor training for workshops and roundtables discussions.• Providing quality mentoring to Tier 1 and 2 Advisors in the form of call observations, one on one feedback, chat roomassistance and targeted support based on KPIs.▪ As Area Manager, created a more efficient operating model for the role and established a custom support structure as part ofopening and establishing the new Raleigh site. Performance improvements have lead to other groups being merged into the org.and my structure design being modeled across the company internationally.▪ As Project Manager, developed department model of operations and procedures, new hiring practices, improved performancemanagement, and department scheduling system. These resulted in an increase in skills and services offered by the department.Managed software development projects to create various tools including work distribution and tracking systems, taskassignment automation, and customer support portals. Achieved an increase of productivity of 87% over previous model.▪ As Data Analyst and Forecasting, used Tableau and Datalab to present new insights for leadership to better digest data. Identifiedunseen call drivers leading to resolution. Pioneered solutions for issues with Teradata to Snowflake cloud database service conversion.

Responsible for staff acquisition and cultivation, program accreditation, budget, partner relations, and student progress.Supervised delivery of individualized services, group therapy, and crises and restrictive interventions for new school.Developed staff skills and service offerings in crisis-response strategies leading to reduced hospitalizations and new contracts.

Independently proposed, established, and operated a new area program. Increased client base by 1125% in the first year.Recruited, hired, and directly supervised 60+ employees including case managers, office personnel, and direct care staff.Responsible for all facets of budget, marketing, procedure development and improvement, and business attainment.

Designed new Multimedia Messaging Service platform and Universal Mailbox for sending and receiving all media types.Improved solution customization by restructuring company coding development into modules.Directed development, budgeting, technical writing, marketing, and sales for company’s Unified Messaging service.

Developed milestones and project roadmaps for two successful product releases.Analyzed product and market demand to write product specifications, prioritizing customer experience.Coordinated team and product development functions. Hosted developer workshops for customers and vendors.