Strategic and operational leader for new customer experience programs tasked with design and implementation of workflow processes to increase customer retention through precision problem solving and innovation. Team focus is to accelerate expansion opportunities by providing enhanced engagements that deliver strategic insights and concierge level services to HireVue’s mega accounts and internal stakeholders.

Developed and led HireVue's CX data strategy and operations team responsible for providing powerful and meaningful insights to 700+ of the world’s most successful companies, enabling them to transform their hiring and coaching processes.

This is a key strategic position that leads and drives large projects on the Customer Success team and ensures effective communication with stakeholders, remove roadblocks, and help the organization transform to the agile methodology.Developed 1-to-many solutions through Gainsight, Salesforce and Tableau that allowed us to create a tech touch portfolio and move hundreds of accounts from managed portfolios Through the 1-to-many program we were able to identify $1.3 Million dollars of risk and the tech touch portfolio now achieves renewal rates at or above 85%, 20-30% increase.-Develop end-to-end project/program plans that define the scope, goals, deliverables, resourcing, and schedule that support business goals in collaboration with business and technical teams and other key stakeholders-Ensure business priorities translate into road-maps and actionable plans that drive execution, delivery, and business results.-Develop and utilize high impact, high efficiency playbooks, CTAs and collateral-Utilize data analysis to optimize collateral and process improvement-Develop and maintain robust reporting and dashboard environments-Ensure data integrity and accuracy through robust auditing-Partner with a diverse internal customer set including Customer Success, Sales, Product, DataWarehouse, and Marketing to deliver relevant and timely customer solutions-Manage and execute high volume customer engagement through automation and “1:many” strategies, improving reach and efficiency.HireVue mentions:2016: Glassdoor's 50 Highest-Rated Private Cloud Computing Companies To Work For, Fortune's #7 Best Medium Workplace in Tech2015: Inc. 5000 #9 top HR company, Deloitte Fast 500 #632014: Forbes #10 Most Promising American Company, Inc. 500 #335, Deloitte Fast 500 #56, Utah Business Magazine Best Companies to Work ForHR Executive Magazine Top HR Product of 2009, 2011, 2012, 2014 & 2015

• Working knowledge of SQL Server, Tableau 9.0, R, TIBCO Spotfire, Qualtrics, IBM SPSS 19, IBM SPSS Text Analytics for Surveys• Led statistical analysis on big data to develop key executive level reporting dashboards• Established employee level customer satisfaction metrics and effective departmental KPIs• Calculated social engagement rates and post performance levels for all company social channels• Tracked customer insights and sentiment through social media channels• Tracked and reported on customer sentiment change in relation to all national sales• Built, distributed, and analyzed customer surveys that changed a 100 million dollar project • Tracked and reported Net Promoter Scores (NPS) for JetBlue

• Managed performance and day-to-day operations of 3 teams• Operational and Support Supervisor of 35 employees• Met weekly with brand and marketing teams to evaluate effective social pushes• Managed the day-to-day operations for JetBlue's social accounts: Twitter followers – 1.99 million, Facebook – 1.08 million page likes, Instagram followers – 127,000• Interviewed, hired and managed the training for 30 new employees• Worked on lean operations to enhance our budget, saving our social team $34,000 YOY• Tested and implemented new social media platforms (Sparkcentral, Conversocial, Radian6)• Established and managed team KPI’s enhancing performance through 1-on-1 mentoring

• Worked on a special project team tasked with implementing a new work force optimization tool• Experienced query writer through Nexidia, interpreting results and analyzing call center data• Discovered $360,000 YOY savings and improved workflows for multiple departments• Experience forecasting, conducting studies and providing resolution to unanticipated call trends• Worked with all department managers to ensure that the most efficient processes, KPIs and goals were put into place to eliminate call waste

• Managed business-to-business relations, sales, and accounts growth for small startup• Forecasted sales to ensure team and business development• Oversaw all product development in Brigham City and Utah County Areas• Worked with fundraising groups and in-company sales team• Tested new product functionality before rolling out to our business clients

•Created a marketing plan for the internship office and conducted student satisfaction reports•Created a storyboard, organized the creation, and directed an internship/recruitment video•Approval and grading of undergraduate internship objectives and journal entries•Charged with updating and posting of job and internship opportunities through Career Aggie

• Oversaw all activities, arts and lectures series, and traditions for Utah State University.• Interviewed and Hired directors to run the above aspects of the university• Chaired and participated as a member of many University Boards (fee, policy, executive, etc.)• Managed and analyzed budgets of hundreds of thousands of dollars• Organized school events with attendance of more than 4,000• Ran a successful marketing campaign to win the votes of over 1,200 students • Helped develop and deploy a new website for the university.

•Advertised, interviewed, and hired employees for summer 2006•Organized and advertised for recruiting meetings and trained ten employees in sales. •Advertised and marketed the company’s product