• Established a Best-in-Class department in a high-growth start-up, driving the rapid development of key processes and procedures.• Formulated KPIs, agent metrics, and performance goals, achieving a 200% improvement in operational efficiency and customer satisfaction.• Achieved monthly metrics with a consistent 97% CSAT score, maintaining a 3-minute email response time and a 3-second response time on phone and chat.• Designed and implemented an exemplary customer journey map, optimizing the end-to-end experience and enhancing overall satisfaction.• Oversaw integration of hardware, software, and tools, optimizing companywide systems with Salesforce CRM, cloud-based phone systems, and email ticketing systems.• Directed comprehensive planning and management of the team’s customer engagements, driving achievement of account strategies, escalations, objectives, and initiatives.• Conducted regular audits, provided constructive agent coaching, and implemented professional development programs, leading to heightened employee satisfaction and sustained high retention rates.• Successfully launched a 9-month clinical trial integrating physician and patient participation, achieving an exceptional 97% success rate, surpassing industry standards.• As the company’s project manager, conducted weekly meetings with department leaders to review goals, ensuring alignment for coordinated efforts to achieve quarterly and annual objectives.

• Built and led a team of 18 direct reports, managing sales support for 20K+ nursing homes nationwide for Covid testing.• Played an active role in shaping the vision and strategic plan for the entire Customer Service organization and the company.• Managed an average of 20K phone calls and sent 20K emails per month.• Effectively navigated and resolved all client escalations amidst the heightened stress of the pandemic, showcasing adept crisis management skills.• Cultivated strong relationships with nursing home clients pivotal to driving the company’s revenue.• Designed and orchestrated the development of comprehensive onboarding tools and training both internally and externally. • Ensured compliance with US regulatory and quality system requirements.

• Developed and executed a comprehensive product portfolio and sales plan, driving $125M in revenue within 12 months for a start-up company.• Orchestrated the complete hiring process to establish the foundational team, successfully recruiting key roles such as VP of Customer Support, Marketing Agents, and Engineers, contributing to the formation of a high-performing company.• Successfully brokered strategic agreements for product placement in major retailers including Best Buy, Walmart, and Target, driving a 200% growth in market share and brand visibility.• Managed product and customer P&L to surpass financial objectives.• Leveraged in-depth analysis of daily sales trends at the SKU level to optimize inventory, shipments, and returns, resulting in sales efficiency and a 40% reduction in costs.

• Strategically restructured the Walmart partnership, culminating in a successful acquisition positioning and a joint deal that yielded profitability for both organizations.• Successfully re-negotiated existing contracts, fostering mutually beneficial terms • Conducted a comprehensive analysis of the product portfolio and book of business, strategically restructuring the product portfolio to achieve a positive return on investment (ROI) and enhance overall product profitability.• Orchestrated marketing promotions and campaigns, resulting in successful inventory movement and enhanced sales outcomes.

• Strategized and executed annual business plans for 25-35 accounts, resulting in the establishment of new partnerships and expanded client base within the Retail and Distribution sectors.• Drove a remarkable 115%-145% year-over-year growth, effectively managing $205M in revenue.• Managed a cohesive team of 6 sales associates on a global scale, driving successful sales operations and business initiatives.• Invested 85% of the time in extensive travel, encompassing monthly and quarterly business reviews, training sessions, and product kick-off events to drive business growth.• Managed high-stakes C-level negotiations for pivotal contracts with major industry players like Apple, Best Buy, Fry’s, CDW, Ingram Micro, and many others.

Retail, OEM and Strategic Accounts Manager 2005 – 2012 Sr. OEM Inside Sales Account Manager 2002 – 2005 Inside Sales Account Manager 2000 – 2002Federal, State & Local Government Account Manager 1999 – 2000 Product Support Specialist – Technical Assistance Center 1998 – 1999• Drove market share leadership by establishing a dominant presence in top consumer electronics retailers such as Apple, Fry’s Electronics, Dell, Microsoft, and Value Added Resellers. • Directed end-to-end management of sales operations, new business development, pipeline, marketing, and deal closures.• Formulated comprehensive channel strategy for assigned accounts, resulting in up to 5-year product roadmaps.• Designed customized marketing materials for each client, encompassing POS displays, instruction guides, and vendor training materials.• Delivered impactful presentations to C-level customers, effectively influencing decision-making• Drove a minimum 115% YOY growth with all clients, setting new performance records.