Provide executive leadership for WineDirect's DTC software division. I was promoted to oversee both fulfillment and software aspects of the business. In March 2023, I assumed complete ownership of the customer experience of the DTC Software, managing a team of 27, including three direct reports.Highlights of accomplishments in this role include:• Addressed and resolved gaps in staffing by filling 9 open positions within weeks.• Revitalized client success across Fulfillment, ensuring efficient operations. • Established an enterprise team, provided account management for Fulfillment and eCommerce teams, and created a training department for both functions.

Expanded my leadership role to include overseeing the development of the newly formed Training Department/Professional Services. I led the expansion of the training team and implemented robust procedures and processes. I managed a team of 19 and prioritized continuous improvement initiatives to enhance the company's reputation within the industry.Highlights of accomplishments in this role include:• Migrated ticketing system to Salesforce Cloud for improved metrics and enhanced metric tracking, and later to Intercom. • Updated phone system to Zoom phones, replacing an outdated setup.• Analyzed data and identified that 60% of tickets/calls stemmed from users' lack of system proficiency.• Promoted each year from Sr. Manager of ClientSuccess (2019) to Director of Client Success (2020), to Sr. Director of Client Success in (2021).

Promoted to a newly created role overseeing 75% of the company's monthly recurring revenue and its top 100 clients. I acted as a technical resource for non-technical sales teams, providing support and guidance. I conducted client visits, assessed satisfaction levels, and nurtured relationships. By strategically hiring, I showcased the impact of cultural shifts on NPS and implemented changes accordingly. I fostered trust with clients, minimizing support issues.Highlights of accomplishments in this role include:• Transformed NPS from -40 to +2 in one year.• Maintained strong account retention over tenure.

During this time, I managed the frontline team, implementing structure and improving processes. I facilitated daily Scrum meetings and personally addressed at-risk clients to identify and resolve issues. Additionally, I acted as a liaison between at-risk clients and the product development team.Highlights of accomplishments in this role include:• Single-handedly addressed an average of 200 tickets weekly. • Reduced unanswered tickets from 780 to minimal levels within one year.• Decreased first response time from 2.5 days to 6 hours by fostering a culture of accountability and introducing schedules and assignments.

Directed technical sales, support, quoting, logistics, invoicing, and sample processing for customers and representatives. I supervised a team of 5, handling technical and non-technical inquiries. I collaborated with other departments to meet customer requirements comprehensively. I served as the primary liaison to Regional Sales Managers and global distributors.Highlights of accomplishments in this role include:• Elevated morale through personal engagement by regularly walking the production floor, conversing with and uplifting every employee. • Drove the development, implementation, and enforcement of policies and procedures, enhancing overall company operations. • Introduced Zoho Support CRM ticketing system to boost team efficiency both locally and in remote locations.

implemented crucial structure by establishing scheduling protocols and organizing tasks, especially for service technicians who traveled frequently. I effectively managed schedules to ensure consistent and high-quality support while leading a team of 5.Highlights of accomplishments in this role include:• Turned around operations by implementing structural improvements and enhancing customer service performance. • Introduced a new ticketing system, initially managed via email and shared folders. • Improved phone metrics from a 25% to 82% answering rate during tenure.