Significantly grew sales to 50% YOY across the U.S. and Canada by a restructuring a team of 20 independent sales agents through increased brand coverage and recruiting top performers.Expanded marketing and sales reach to significantly build consumer pull through retailers and contribute to increased sales.Improved in-house distribution center efficiencies through warehouse automation, purchasing and inventory optimization, and enhanced customer service tools and processes. Rejuvenated a failing brand through extensive face-to-face retailer events, redefining the core product line, launching targeted marketing campaigns and implementing a Flagship Store program to grow top-tier retailers, resulting in a 79% increase in sales and significant competitive advantage in the industry.

Outperformed sales and profitability targets year over year by creating a killer key account program for the division’s largest customers.Improved effectiveness of new product introductions by working closely with cross-functional teams within the company, including marketing, product development and operations.Increased performance and effectiveness of sales territories by rigorously evaluating sales agents and replacing poor performers.

Represented 8 companies selling yarn to independent retailers throughout northern California and Nevada. Significantly increased sales and account coverage year over year, in every company represented.

Ventured into a new industry and successfully created an upscale yarn and knitting boutique, which quickly became a destination retail location and community for knitters throughout Northern California. With a focus on customer service, high quality products and unique design, rapidly became a booming retail business, employing up to 30 staff members, with a customer database of 5,000+.

Transformed the product support function for early release products from a reactive approach to one focused on enhanced customer experience and shortened resolution time.Key facilitator within the company for bringing engineering, product management and support together to strengthen product effectiveness, reduce the number of software issues, and improve customer usability.Quickly and effectively grew global support staff from a start-up sized team of 18 to 110, in tandem with rapid company growth.Built a global management team with diverse skills and backgrounds, including technical teams in the US, UK, France and Hong Kong.Evaluated, selected and implemented an outsourced call center in Manila, Philippines to handle first-level support, thereby improving the efficiency of the global support staff with second and third level cases.Implemented measurable targets and metrics for case flow and resolution, and for assessing customer satisfaction and success.As company Executive Sponsor, built key relationships with customer teams worldwide to ensure customer success in emerging markets including Shanghai Online, AOL, France Telecom and Deutsche Telekom.

Built technical support, education and professional services teams, supporting early release products; included implementation methodology and sales support materials to ensure success of early adopter customers.