Currently working with Blue Endeavors in an advisory and lead operational role. Our charter is to empower EVERYONE to help save our oceans. Clarified and crafted the organization’s vision, direction, and business models.

With the successful acquisition of Officium Labs by Arise Virtual Solutions I was asked to help form up a new business unit, Arise Gaming. As Snr. Director of Customer Success I was charged with managing our business partnerships with existing gaming clients, including our largest clients, as well as bringing in new business. While in this role I was able to grow our business with our largest client by 5x as well as bring in a new major client. I was also responsible for managing our business operations with these clients, meeting and exceeding our Service Level Agreements with them whenever possible.

Helping Officium deliver outstanding products and services to our amazing clients. Focused on delivering incredible customer experiences.

Officium enables companies to leverage CX to maximize customer value and revenue.We are building a socially conscious CX marketplace that offers thousands of best-in-class service workers on demand. Our marketplace accepts USD, virtual, and crypto payments and allows our clients to set their own prices for the services they need.

Focused on the development of Appen's data collection, annotation, and delivery solutions. Worked with Lean Startup project management and agile development methodologies. Goals were centered around improving performance and quality, lowering overhead, and adding new revenue streams for Appen. Developed products that used Machine Learning to improve the speed and accuracy of creating data sets for their clients. Conceived and launched a nuts-to-bolts enterprise resource planning (ERP) platform for their 500+ full-time employees and 10,000+ remote workforce. This platform included a payments processing solution that saved the company over $2mm annually in payment processing expenses.

Integral member of the leadership team for Appen’s newly developed Social Media Division, focused on building and marketing tools and services for engaged communities. Collectively, developed the Curator-- a SaaS platform that used a combination of machine learning and human review to monitor a client’s social media channels for inappropriate or dangerous content. This platform was used by companies like Disney/ESPN and McDonalds and was Appen’s first software based recurring revenue offering.

Les Voleurs Wines is San Francisco urban winery focused on small lot production of Chardonnay and Pinot Noir. Our 2012 Pinot Noir won a gold medal at the San Francisco International Wine Competition among other awards. Our wines can be found at wine bars, wine stores and restaurants throughout San Francisco. Our grapes are appropriated from some of Sonoma’s best vineyards Hand picked in the cool of night, the grapes are secreted away to our urban winery in historic San Francisco. We ferment the grapes in small barrel lots with minimal intervention to preserve each vineyard’s unique character. The finished wine is then held up for months until we think it’s ready. All this, so we can smuggle our artisanal stash of bottles into the hands of merry moonlighters and party prowlers who love a good score.

Wikman Remer Consulting provided business, technical, and community consulting services to small and mid-sized ventures. Worked with various early stage companies in a consultative capacity. Areas of expertise include: Social Media Strategy, customer support organization strategy, member safety and privacy policy development, support and community management technology solutions, and service and monetization strategies. Wikman Remer Consulting was acquired by Appen in October 2012.

Kabam is one of the leading strategy/core game developers for the Web, mobile, and Facebook. Built Kabam's worldwide support organization to 150+ team members in less than 1 year, with emphasis on conversion, engagement, and retention. Developed the Player VIP program that identified high-value gamers across Kabam’s entire game catalog and offered them premiere customer service. This program showed a 20-30% uptick in player spending across all games played.

Assisted with acquisition and relocation of Piczo, Inc. to Stardoll's offices in Stockholm, SE. Collaborated with Stardoll's Product team to re-tool Piczo into a fashion blogging platform for teenagers that allowed for tagging and cross-promotion with clothing brands to create a new advertising platform for the clothing brands and revenue streams for the content creators.

Piczo was a Social Media platform with over 4mm active, mostly teenage members at its peak. Focused on producing Policy, Product and Business Development with a strong focus on Member Safety and Support. Performed multiple roles in developing engagement and privacy features, promoting safety education campaigns, and was the corporate representation for several governmental and industry task forces helping develop Good Practices for Social Networks, Gaming and Social Media companies. One of the most successful products we developed was the Piczo Zone. A platform within the platform that allowed for content creators to upload and share their content with other members for recognition and digital awards.

Keibi pioneered software solutions to systematize and automate content moderation for web services. Keibi was acquired by Lithium Technologies in June of 2009. At Keibi I provided input in product development, user interface design, and reporting requirements.

Based in Germany, Medion is a major manufacturer of computers and consumer electronics in Europe, North America, and Asia. While there, I managed both the outsourced contact center and service center of their North American operations. At Medion I consolidated a mixture of existing in-house and outsource service center and contact center operations to two outsource vendors, decreasing operational costs by 50%. I managed return policies and service inventory resulting in reduction of costs by $1mm annually. I created, implemented, and managed projects to improve service levels by 25% through training, decrease repair turn-around times from weeks to days through improved supply chain management, and improved overall vendor performance resulting in top customer satisfaction scores for their industry.

In 2002 Earthlink successfully acquired OmnSky, along with a host of other Wireless Service Providers, to form the Earthlink Wireless business unit. At Earthlink I was responsible for merging all customer service activities for each company under one group, building a customer care team of 500+ individuals in less than 3 months.

Omnisky was one of the original companies to successfully bring wireless Internet access and software solutions to the PDA, most notably the Palm V. I was responsible for their entire customer service organization with a strong focus on retention and sales.

After starting Apple's first email support team I joined their Executive Relations team in Cupertino, CA. This team was responsible for handling Apple’s high level/high visibility customers. Raising to a senior level position after only a few months, I assisted with the interviewing, hiring, and training of new agents.