Next Level AI for Customer Experience Intelligence and Automation

• Pioneered the Sales Engineering role, developing procedures, hiring processes, and central resource repositories (focusing on security, compliance, scoping, and platform demonstration guidelines).• Instituted a dynamic demo framework utilized by all go-to-market (GTM) teams, catering to various market segments and industries.• Conducted a high volume of enterprise demonstrations across diverse industries and market segments, requiring exceptional capacity for context switching.• Introduced tracking for go to market feature requests to drive roadmap direction, resulting in dozens of feature requests submitted and multiple major features implemented.

• Multiple >$1M initial contracts, including top 3 customers by revenue.• Created over 20 industry-specific demos + stories for use by GTM team.• Successfully trained and mentored 5 sales engineers across three specialties (2Enterprise, 2 Commercial, 1 Channel).• Decreased scoping time by 80% through cross-functional partnership withImplementation team.Meta acquired Kustomer Feb of 2022.

• Responsible for showing Five9’s current and prospective enterprise customers how to exceed their business goals through utilization of the Five9 platform and partner integrations.• Proficiently demonstrated comprehensive software suites including CCaaS, QA, WFO, and Analytics platforms.• Established and implemented internal policies and procedures for presenting multiple partner suites of QA and WFO solutions.

• Recognized as a top presenter in Demo2Win and Ignite Sales Training, demonstrating exceptional sales and presentation skills.• Responsible for helping Oracle’s current and prospective mid-market and enterprise customers exceed their business goals across a multitude of service automation channels and platforms.• Provided direction and specialist knowledge in applying the Oracle Service Cloud technology to client business.• Presented and articulated advanced product features and benefits, product future direction and overall value of Oracle Service Cloud (SaaS) to prospective clients.

• Oversaw day-to-day operations of the consumer affairs team.• Designed, developed and deployed online help center and knowledge base powered by Oracle RightNow, overhauled returns process and updated policies and procedures resulting in significant improvements to multiple KPIs.• Maintained an energized culture for 9 direct reports to promote increased customer satisfaction in a positive environment.• Built scripts for phone, email and online chat to improve day-to-day interactions for the consumer affairs team.• Implemented policies and procedures with a focus on improving service levels, including overall contact volume, email response time, hold time, chat duration, and call handle time.• Managed team members based on their strengths in order to propel their success.• Acted as the ecommerce “subject matter expert," from a business, operations and customer service perspective.• Promoted 5 agents to other lines of business within Skechers. • Continuously evaluated and analyzed email and chat systems to ensure maximum benefit.• Reported on individual agent and department productivity and reacted accordingly. • Managed customer service engagements across all social platforms (Facebook, Twitter, Instagram and blogs).• Administered self-service knowledge base with a focus on increasing customer self-service.• Acted as Oracle RightNow administrator. **Began employment through TeamOne (April 2013 to November 2013).

On-site consultant for Petco.com. • Overhauled reason code structure in ePower Center through detailed transcript analysis of existing reasons, resulting in accurate, actionable elevator reports distributed to other departments’ leadership teams. • Worked with offshore management team to develop ideal email responses and agent dialogue by calibrating actual calls and responses.• Composed more than 200 standard text responses for use by chat agents in the LivePerson chat tool, resulting in significant NPS gain for all agents.• Identified cause of loss in repeat delivery customers and worked with email marketing team and in-house IT to develop an alert system and migrate customers to new SKUs when product updated.• Reduced contact volume from PayPal customers by analyzing data to identify cause and collaborating with PayPal and in-house IT to deploy the fix. • Assisted Petco.com customers escalated from offshore contact center.• Evaluated and redesigned policies & procedures to remove inefficiencies at high-volume contact center with over 350 agents.

• Generated weekly, monthly and quarterly KPI reports and translated data into process and product improvement recommendations for upper management. • Created database to reduce coding translation process from 3 minutes to <1 minute.• Updated 4-year backlog of non-coded cases by identifying correct plant of origin.• Trained all temporary and permanent incoming consumer affairs correspondents.• Collaborated with food brokers and third-party management company to resolve consumer claims.