♦ Rapidly promoted to increasingly responsible roles during tenure based on exceptional track record of results. ♦ Define/implement standardized Key Performance Indicators (KPIs) to align organizational goals with team benchmarks.♦ Meticulously manage $5M+ departmental budget. ♦ Serve as trusted advisor to cultivate relationships with internal/external stakeholders, and C-level executives to foster long term strategies for mutual success.♦ Partner with cross-functional teams to ensure seamless customer delivery and exceptional satisfaction throughout sales cycle.♦Strategically coordinate global Business Process Outsourcing (BPO), leading team of global contractors.✶Instrumental in scaling teams from 10 staff in Colorado to five direct reports/80 indirect reports in a 24x7x365 global environment across U.S., UK, Singapore, Australia, Costa Rica, and Mexico. ✶Pioneered first paid support service which transitioned customer support from cost center to revenue generating. Introduced innovation/automation by rolling out multiple tools Salesforce email support, Five9 phone system, and Intercom Chat/AI Tool to provide premium global 24x7 support and reduce customer cases by ~15% in first three months of implementation. ✶Key contributor to growing revenue and profit growth 5x and staff expansion from 100-700 at JumpCloud.✶Championed first ever Artificial Intelligence (AI) and Machine Learning (ML) solution for support. Deflected 19% cases per month and reduced manual support labor by 100s of hours.✶Piloted first workforce management team to boost global staffing efficiency including forecasting/hiring model for 24x7 support. ✶Reduced headcount spend by 25%+ in one year without losing headcount while increasing overall cases and customers. ✶Spearheaded continuous Customer Satisfaction (CSAT) improvement 10 of 12 months and deployed first quality assurance platform for unified processes which resulted in 94% CSAT rating with consistent future sustainability.

♦ Hired, trained, and led 15 high performing employees and ~40 contractors to high levels of success focused on customer satisfaction. ♦ Collaborated with cross functional internal/external technical teams, and managers.♦ Rapidly cultivated long-term customer relationships to perpetually exceed customers’ expectations.♦ Devised and implemented strategic plans to execute and deliver key objectives.✶Launched initial operations team employing methodical hiring best practices. Instituted Agile/Scrum methodologies to streamline automation and standardize project delivery.✶Strategically deployed “case swarming” methodology and support tools (log parser and agent log retrieval solutions) to significantly reduce Time To Resolution (TTR) by 35%.✶Employed data driven mindset to systematically implement Key Performance Indicators (KPIs) and objectives program to conduct comprehensive monthly operations review with all managers and team members to ensure alignment to goals.✶Co-founded company’s first international support sites in India and Costa Rica. Onboarded UK team remotely and traveled onsite and hired new team in India in

I was appointed to a management role and key contributor to guiding the customer journey, building strong relationships and engagement serving as first point-of-escalation rapidly resolving issues to achieve customer excellence.♦ Led high performing team of 10 and constantly ensured streamlined execution and delivery of key initiatives.♦ Served as trusted client advisor cultivating relationships fostering strategies for mutual success.♦ Contributed expertise to leadership team providing process improvement recommendations for efficiency, accuracy, and enhanced customer experience.♦ Uncovered customer needs, crafted, and delivered compelling demonstrations to convey value/benefits and gain buy-in to increase revenue.

In my initial role with JumpCloud, I was accountable for providing techncail support and services directly to customers. In addition, I was coordinating daily standups and ensured alignment with goals including; content reviews, customer challenges/roadblocks, opportunities to improve release processes minimizing risk and optimizing security.♦ Cultivated and maintained strong internal cross functional relationships to communicate, collaborate and streamline execution and delivery of customer implementation projects. Adeptly troubleshot and rapidly resolved issues.♦ Built and maintained strong partnerships with diverse customer-base, managed expectations and constantly ensured high degree of customer satisfaction and retention on solution delivery.♦ Resolved complex issues on device management for Windows, Windows Server, Linux, macOS, iOS, and Android and IAM protocols such as SAML, Oauth, SCIM, RADIUS, LDAP. ♦ Utilized PowerShell and APIs to help automate solutions for customers.✶Serve as Salesforce administrator for U.S., Costa Rica, and India.✶Orchestrated strategic rollout of Salesforce ticketing system comprised of workflows/process builder rules, reporting, and metrics.

The Colorado “I Have a Dream” Foundation's mission is to empower children from low-income communities to succeed in school, college, and career by providing academic, social, and emotional support from elementary school through college, along with postsecondary tuition assistance.

Team Epic, LLC provides sponsorship and lifestyle marketing solutions for brands to activate the sports and entertainment properties. It offers strategy and campaign development services, such as consulting, negotiation, sponsorship activation, and comprehensive creative services; and experiential solutions in the areas of event marketing, tours, brand ambassador programs, and viral/guerrilla events and programs. The company also offers digital solutions in the areas of mobile, social, and online; and custom measurement solutions, including initial partnership analysis, activation plan testing, and post program results. In addition, its hospitality and event management solutions include hosp.