Provided excellent operational leadership across the life cycle of global enterprise customers in retail and hospitality.• Mentored and guided Customer Service Managers in proven methodologies to provide maximum satisfaction for customers. • Collaborated with C-Level leaders and account executives to solution and shape service strategies. • Executed regular CP&L reviews to ensure best practice service initiatives to increase profitability.• Oversaw contractual and out of scope billing with AR management to drive payment terms.• Managed cross-functional teams on incident resolution.• Provided problem reporting through data-driven analytics.• Executed provisioning, testing, and service activations on net new businesses. • Created and delivered innovative business reviews of SLA and KPI delivery to internal and external teams. • Executed logistical parts planning around contracted equipment to maximize up-time availability for customers. • Directed field teams on improvement initiatives and best practices to reduce repair times, boost satisfaction, and ensure service delivery.• Managed SOWs, RFI/RFP responses, and retention.

Led cross-functional teams through planning and coordination of resources to onboard and implement customers into managed service programs around Point of Sale (POS) Systems. Managed several projects for medium to large hospitality and retail chains in the US market ($3 million - $70 million).• Engaged with both internal and external stakeholders from design phase, deployment, to lifecycle.• Managed status and impact to fully execute project objectives and required deliverables within scoped budget and timeline. • Drafted and implemented required change requests• Accountable for P&L, resource planning, knowledge management, data tracking, and analytical reporting. • Executed workshops to vendor partners to support integration of outside services.• Implemented holistic programs that included SaaS integrations, field maintenance, depot repair, service desk, vendor management, reporting, installations, satisfaction surveys, and net new sales.• Provided training oversight and design recommendations.

Trusted service advisor and primary point of contact for enterprise customers in Point-of-Sale systems and programs. • Skilled technical SME for POS solutions, drafting and executing documentation to champion service delivery.• Managed team of account analysts, providing oversight and coaching.• Provided resource training to field teams and customer service desks to ensure maximum up time availability through troubleshooting initiatives.• Managed service escalations and requests to ensure contractual delivery and drive customer satisfaction.• Performed regular C-level business reviews with analytical understanding of problem management with root cause analysis and recommended action initiatives to secure and improve NPS satisfaction.• Worked with internal and external resources to successfully redesign contracts in jeopardy for retention.• Used CP&L management initiatives to drive profitability. • Managed field teams to enhance customer satisfaction around contractual delivery of SLA and KPIs.• Delivered and secured capital budgets• Asset and entitlement control• Facilitated billing and A/R collections, including out of scope T&M costs.• Provided project management for installations and deployments.

Trusted OEM consultant to large scale manufacturers in various industries, including food, pharma, mining, manufacturing, and forest industries.• Interfaced with engineering teams to operationalize requested features and products. • Assisted with demand forecasting and BOM reviews.• Provided written SOP instructions, FDA validations, and training programs specific to industry needs. • Maintained a global quality concern database for management and visibility of repetitive issues that could affect manufacturing output or address design flaws. • Managed RMA program for in house repair and returns.• Managed team of field service engineers to ensure best practices and customer requirements of SOPs.• Provided specialized OEM training to operational management at various factories to ensure overall product efficiency and compliance.

• Provided delicious, upscale breakfast and lunch selections in the downtown Phoenix area. • Managed all P&L functions, payroll, food forecasting, and stock.• Provided stock to over 35 vending machines located throughout government buildings.• Provided after hours and weekend catering to scaled events.• Managed staff of five full-time employees and two part-time employees.