TapOverdrive is an award-winning digital solutions company providing lead generation marketing automation, AI customer communication tools and attribution-based performance reporting, allowing customers to monitor ROI based customer interactions by publisher, lead action and campaign. Silicon Valley Review- 2021 Fastest Growing Companies.INC 5000- 2020, 2019 and 2018 Fastest Growing CompaniesAWA- 2020 and 2019 award winner.Red Herring 100 Winner 2018I serve as a key strategic partner to the CEO, spearheading the development and execution of our strategic Customer Success plan, aligning it with company objectives. I lead initiatives to enhance operational efficiency across Client Success and Operations teams, leveraging data analytics to drive decision-making and improve workflows. My role involves fostering collaboration between CS, Sales, Marketing, Operations, Product, and Engineering teams to ensure a seamless customer experience and maintain a unified source of truth. I manage the end-to-end revenue cycle, track key customer health indicators, and proactively address churn and renewal risks. Additionally, I cultivate strategic relationships with key customers and partners, drive co-innovation, and optimize marketing campaigns.

As Director of Operations, I oversaw the optimization of operational processes for a landscape lighting and custom Christmas light installation business. Key responsibilities include developing and managing sales processes, streamlining operational workflows, and implementing effective marketing strategies. I lead teams to enhance efficiency and customer satisfaction, manage financials, and ensure the successful execution of projects. My role focuses on driving operational excellence and strategic growth.

At Service Fusion, I led customer success initiatives for a CRM and sales technology provider specializing in home service companies. I designed and executed onboarding processes, including CRM integration and training for field and office staff, to ensure smooth adoption of our software. I enhanced operational procedures, focusing on efficiency and effectiveness across client organizations. My role included implementing churn management strategies to identify and address retention risks, leveraging data to improve customer satisfaction. Additionally, I managed a team dedicated to optimizing the use of our CRM solutions and oversaw software enhancements to align with client needs and industry best practices.

I analyzed large volumes of data for a major B2C finance company with over 1,000 call center representatives across 16 locations. I implemented comprehensive tests and measured KPIs across various areas including training classes, call center agents, social media, and corporate interactions, driving insights for operational improvements. I developed advanced call center reporting systems to support quality, compliance, and operational requirements, leveraging best practices to visually display large datasets. My focus on operational efficiency led to the automation of manual reporting processes, significantly increasing productivity. I overhauled the outdated workforce management forecasting model using Erlang-C, resulting in a 12% reduction in CPC, and created an agent compliance program that reduced inflated customer save rates. Additionally, I spearheaded testing and reporting initiatives for the chargeback department, successfully reducing chargebacks by 80% within six months. My work also included designing strategic reports for senior leadership, enhancing customer demographics targeting, which led to increased lifetime value and decreased customer acquisition cost.

In my role as Quality Assurance and Training Manager, I spearheaded customer service initiatives and retention strategies across 16 call centers. I designed and delivered impactful training programs to elevate service quality and consistency. I developed and implemented robust QA scorecards to monitor and enhance performance, ensuring compliance with high standards. My responsibilities included managing vendor relations to align training and QA processes with organizational goals and updating the knowledge base to support frontline staff. I also played a key role in churn management, using data-driven insights to address retention issues and improve overall customer satisfaction.

As the Escalation Manager for a leading online dating service, I managed high-priority and complex customer issues, ensuring swift and effective resolutions. I acted as the primary point of contact for escalated cases, coordinating with cross-functional teams in customer support, product, legal, and engineering to investigate and resolve critical problems. Through in-depth root cause analysis and troubleshooting, I successfully mitigated customer dissatisfaction, improved retention, and enhanced the overall customer experience. My ability to handle sensitive cases with urgency and empathy resulted in increased customer loyalty and streamlined internal escalation processes.