In 2024, the Renewal Ops team was changed to a Renewals Management team which included previous ops responsibilities and added responsibilities for building customer relationships to ensure bookings. I was in charge of our Digital segment which was responsible for over 17,000 customers booking over $170MM in revenue with 7 team members and 7 additional contractors. As leader, focus switched to continuous process improvements, building automations, resolving escalations, reporting to Executive leadership, and forecasting.

End of 2020, I transferred from Support to Customer Success department. In Success I managed the US South segment with 6-7 team members. The team was in charge of booking renewals, forming customer relationships, and acting as main point of contact for customers. As leader, I generated and provided resources for driving productivity, assisted with escalations, and cleared blockers. Team South exceeded KPIs and was the first team to finish their 2021 bookings.In 2022, I worked with an Assoc Director to build a new Renewal Ops team. I documented and improved processes to be scalable, trained up team members, and collaborated with stake hyolders to ensure cohesion. I managed 24 team members with two Team Leads. The team was responsible for manually vetting all renewals and collaborating with CSMs to update quotes based on client need. As leader I built and ensured deadlines and KPIs were met, built out reports and automations for efficiency and quality, developed a QA process to improve quality, and focused on professional development for new and future leaders.

In 2016, I supervised the Strategic Support team who specialized in servicing our largest and most complicated customers. I focused on training up team members on how to execute a higher quality of support and documented specified skills.Specialty project was generating and maintaining a wiki knowledge base which covered product specs, best practices, and tips & tricks.In 2018, we built a product expert team that would later become Tier 2 support. The team resolved escalated cases that Specialists/T1 could not resolve and generated JIRA tickets for ones we needed Developer assistance. We collaborated with Development and Product teams to troubleshoot, identify, and roll out resolutions.In additional to normal T2 Support responsibilities, we provided onboarding and refresh training for team members and generated documentation. I also worked closely with leadership and Product to complete new product roll outs and enablement. I developed and executed rollout plans on updated internal processes and new product features.

Started as an Assoc Specialist and was promoted to Senior Specialist in 2013. Spent four years of the five years on the Strategic team working with infosnap's largest and most complex districts. The focus was on product customizations and support, customer retention, building relationships, and assisting fellow team members with troubleshooting.

Started off as phone and email support for EHR (Electronic Health Records) software. Became Trainer for both onboarding new employees and customers (on-site and online). Then I took on additional responsibility of managing new client deployments: Sales hand off, consult on requirements, assign a Trainer and Implementation Specialist, monitored implementation to completion, confirm satisfaction for Support hand off.

Train students in Word, Excel, Power Point, Outlook (2003), and Windows XP and internet basics in a 160 hr course.

Train students in Word, Excel, Power Point, Outlook (2003), and Windows XP and internet basics in a 160 hr course.

Tutor Texas State Computer Science students both online and in person in C++ programming, logic and problem solving. Used WebEx and Adobe Connect.

Taught labs in Word, Excel, and Dreamweaver. Assisted students with assignments and computer use. Assembled, configured, and managed lab systems. Substitute for professors during their absence.