• Member of the Executive Leadership Team | EdTech A.I. SaaS Company | $10M ARR | 250+ Clients in Higher Education, Government, and Medical Systems• Defined and implemented Customer Support strategy, day-to-day operations of Customer Experience department, including the resolution of 1500+ support tickets annually • Reduced ticket resolution time by over 50% through improved support workflows, automation and cross-team collaboration• Managed a high-performing customer support team, setting objectives, KPIs, and SLAs that regularly exceed industry benchmarks, resulting in a 30-minute first response time, 98% CES rating and 99% client retention• Mentored and developed a team of 10+ support professionals, fostering a culture of continuous learning with ongoing team training, feedback, and performance evaluations.• Manage technical integration team - 30+ Integrations with ITSM, CRM, SIS/ERP, LMS, Remote Support, Telephone/IVR, and Webhook connections• Work cross-functionally with Engineering, Product, Sales, Implementation, Client Success, and Marketing teams to advocate for customer needs, resolve bugs/issues, implement feature requests, and deliver a seamless customer experience across the entire lifecycle.• Played a key role in expanding existing contracts and designing scalable customer journeys• Deliver both internal and client training and documentation for all product releases• Host bi-monthly client Office Hours and Deep Dive technical training sessions• Created and manage 160+ Knowledge Base articles for all Ivy.ai productsTECHNICAL EXPERIENCE: HubSpot, Jira, ZenDesk Salesforce, ServiceNow, Slate, REST APIs, Postman, SSO, Prompt Engineering, JavaScript, HTML, CSS, JSON, Asana, Google Suite/Cloud, Microsoft Suite & Teams, Zoom, WebEx, Slack2024 Inc. 5000 - #41962023 Inc. 5000 - #19272022 Inc. 5000 - #12132021 Inc. 5000 - #168

• Manage all technical support for 120+ clients and partners• Manage remote team of up to 15 support agents in assisting clients with artificial intelligence chat-bot technology – communication and management of team through Zoom, Slack and Google Suite.• Designed and managed release of Help Center ticketing system, integrating with Asana, Jira and HubSpot.• Managed the development and full customer support for the #CampusClear mobile app, serving over 400 institutions and 350,000 end-users over 2 years.

• Manage all technical support for 120+ clients and partners

Podcasting with passion! Guiding influential businesses & individuals through the entire technical process of creating their own podcast. Recording, editing, hosting, content creation, etc. Podcasting is an effective and unique avenue to connect with your audience, spread your message and grow your marketing efforts.

• Managed start up and launch development, operations, promotion, sales and coordination of a successful thought leadership platform, spreading leadership development methods to develop more conscious leaders. • Assisted the CEO in developing revenue to scale impact.• Developed video, audio/podcasts and training materials for leadership platform.• Managed 4 external vendors with all communication, scheduling, meetings, presentation and operations.• Managed the publication, launch, marketing and sales of the book The Conscious Professional: Transform Your Life at Work (https://consciousprofessional.com).• Coordinated and managed events for CEO speaking engagements.• Managed the CEO’s schedule and calendaring, communications, meetings and documentation.

• Created, developed, and managed the US media department. o Managed strategy to prospective and current clients to optimize their media operations, costs, marketing and goals. Clients included Nike, Amazon, Google, Disney. o Grew from 1 client to 160+ clients in 5 years. o Drove revenue growth from $50k to $500k in 3 years. o Expanded the US media department accounts to include localization video work, increasing clients and revenue by 50% in 3 years.• Optimized and redesigned the US Media Department’s operational processes, workflows, and internal setup, creating a 75% increase in audio and visual product quality.• Collaborated with multiple teams including operations and engineering in 8 countries: o Executive Manager of 50+ Google YouTube Creator Academy Series videos in 13 languages, growing their content by 1200% in 2 years; 150+ E-Learning courses in 12 languages for Motorola, recording over 10 million words; GoPro product launch videos in 11 languages; voice recognition audio sets in 20 languages for General Motors; E-Learning course creation in 20 languages for Under Armour and Pepsi.• Communicated, managed and scheduled 50+ US and international vendors, voice actors, and content producers in 40 foreign languages.• Coached 50+ voice actors on delivery, presence, articulation, dynamics and authenticity while speaking.