I am a cross-functional leader at Column responsible for building and scaling our Onboarding, Implementation, Support, and CX teams to ensure all users and partners have a best-in-class customer experience. - Built, coach, lead, and mentored a global team of Implementation, CX, and Support responsible for 98% logo retention- Partnered with the CTO and Head of Product to create effective internal and external experiences and feedback loops that resulted in top tier NPS and CSAT- Served on the leadership team guiding the company post-Series A- Responsible for P&L for all CX operations, including contractors, technology and retention strategies- Developed lifecycle strategies for Column's relationship management and partnered with Sales and Product to ensure they became a reality- Worked with Product to clarify priorities for our Product Roadmap that would increase sales, adoption, and retention- Directly engaged with thousands of customers to build empathy and serve as an escalation point for Sales, Success, and Support- Designed the implementation and onboarding processes that halved customers' Time-to-Value- Managed the Account Executive Team that was responsible for 30x growth pre-Series A- Led teams that consistently had one of the highest internal employee engagement and satisfaction scores

• Led the work on innovation skills, leadership, systems thinking and organizational design for OPSI• Authored Brazil’s innovative leadership review with recommendations for how to drive stronger leaders in the public sector through increased demand of innovative skills and improved innovation capacity building• Co-Authored the 2019 Emerging Innovation in Governments – Global Trends report that is the keynote publication of OPSI and defines the international innovation trends of the public sector• Spearheaded multiple partnerships between OPSI and potential partners such as multi-lateral institutions, national governments, and NGOs • Led the systems work to tackle complex challenges in the Slovenian procurement system that outlined new reforms, encouraged stronger partners, and increased flexibility in the system• Designed and implemented a multi-day workshop with the Deputy Secretary Generals of the Estonian Government to help build coalitions, eliminate silos, and tackle interconnected complex challenges. • Partnered with the Secretary Generals of Ireland to better define digitally innovative organizations, structures, and leadership. • Advised and partnered with the State Chancellery and the top public sector leaders in the the development and design of #GovLabLatvia, the Latvian government’s main innovation lab. This included guiding the lab towards sustainability while also building innovative leadership capacity• Conducted an innovation scan on the public sector of Israel to provide an initial understanding of the overall innovation system of the Israeli public sector • Designed and facilitated workshops in over 15 countries with high level government officials and innovation leaders on innovation skills, trends, portfolios, capacity, leadership, and solving various complex challenges• Keynoted in over 10 countries on the speed of change, government’s role in innovation, public sector innovation trends and innovation theory

► Managed 2 teams - 4 Communications, 4 Data Analytics, Designers, & web strategy - for customer engagement & communications to better align ITS’ voice with that of our customers, suppliers, & leadership.► Developed multi-M$ budgets, functional statements, performance plans, & work streams to clarify expectations, improve employee engagement, & provide an environment teams & individuals to grow. My division was consistently rated one of the highest in the organization in the Employee Viewpoint Survey.► Spearheaded the maturity model for our customer feedback loop through the utilization of Salesforce, development of success metrics, & analysis of qualitative & quantitative data to inform improvements & advancements in the organization.► Improved Tier 1 case resolution from 28% to 46%, satisfaction from unmeasurable to 92%, & 94% of cases resolved in under 48 hours in 2 yrs through training, improved processes, & increased transparency.► Supported working groups around “Voice of the Customer” strategies to better align internal processes, products, & services with external expectations.► Led the change management plan for a $26B organization of over 700 people from a contract-centered organization to a customer-centric organization that will improve ITS’ ability to help customers get critical IT requirements more efficiently & effectively. ► Oversaw the Customer & Supplier Loyalty Survey & action plans based on results; this led to a statistically significant increase in loyalty & satisfaction scores.► Worked with Customer Engagement team to develop a multi-pronged, creative approach for partnering with other agencies like DHA & HHS.► Facilitated the creation of ITS Media Dashboard allowing faster & stronger analysis of ITS’ presence in news articles. This was later adopted by OCM as a best practice across GSA.► Oversaw the overhaul of a new marketing strategic plan that analyzed & evaluated methodologies to improve ITS’ outreach impact & ROI in marketing.

► Nominated by GSA leadership to be part of the “Transformation Team” responsible for ensuring over 6,000 GSA employees were ready to develop a mobile workforce culture and use IT tools effectively. ► Took part in OPM cross-government working groups to influence telework policies and strategy that helped other agencies adopt telework across government.► Created a message map and coordinated messaging for leadership for both internal and external events.► Created a white paper on telework for GSA to deliver to the White House.► Participated in all aspects of the change management initiative.► Principal of the ITS “Change Implementation Team” responsible for creating and implementing an ITS organizational change effort.

► Managed a team of 5 communication and web specialists that streamline and align communications and grow market share for a $22B IT acquisition organization, the largest in the federal government. ► Designed metrics to increase business intelligence and link communication efforts to ROI through increasing sales pipeline and market opportunities.► Developed, managed, and executed the ITS digital strategy to drive awareness and increase revenue, while increasing website hits by over 20%.► Redesigned web pages to connect to new organizational strategy and make it easier for stakeholders to engage GSA through web and social media that saw an increase in webpage visits and downloads.► Created new partnerships to test new ways to create additional value and opportunities, including 20 new opportunities through webinar partnerships.► Transformed “launch plans” for new products to create a more streamlined launch that decreased customer complaints and confusion in the marketplace.► Developed an integrated marketing strategy and metrics to design and measure effectiveness of radio, print, online, Twitter, LinkedIn and Google Ads tactics and their influence on market share and opportunities.► Developed presentations, talking points, and speeches for leadership to influence potential legislation and executive initiatives out of OMB, OPM, and the White House.

► Created innovative presentations to deliver to congressional staff, customers, and internal stakeholders as well as external events that synthesized knowledge and simplified complex subject matters.► Managed projects that drove innovative Standard Operating Procedures for all communication activity to ensure timely responses that met all deadlines. ► Led the development of the Change Management Framework for ITS Strategy.► Developed the change management and implementation strategy for ITS to begin using Salesforce as its Customer Relationship Management System (CRM).

► Created a strategy to analyze customer spend and develop data-driven business development decision making that was implemented nationwide.► Created a business case for a new multi-billion-dollar contract and developed a segmentation analysis for analyzing customer spend data and opportunities.

► Nominated to consult on a short-term project in Region 2 (New York City) to better estimate total costs so they could ensure their fees covered their costs.► Collaborated with the Federal Protective Service to map coverage and support of federal buildings nationwide.► Worked on a business case for embedding employees with clients to increase revenues and customer service.

► YGL is a non-profit that supports creating the next generation of government leaders and has 10,000 members in over 15 chapters across the nation► Leads the creation in YGL strategy, budget, and strategy execution► Responsible for overseeing three core areas and teams: Communications, Chapters, and Partnerships► Official spokesman for YGL that has represented YGL to government agencies, private sector, and non-profits► Developed partnerships with Aetna Foundation, GEICO, and others to raise funds that allow YGL to perform various events and leadership training

► Led and taught HCD training for the VA Innovators Network, executives at GSA Public Buildings Service, and cross-agency training classes for over 100 people in over 15 agencies. This training helped spread HCD theories and tools for others to take back to their agencies.► Spearheaded project work for the Lab to provide HCD frameworks to improving OPM Customer Service Goals.► Developed a framework for The Office of Procurement within OPM to engage The Lab using HCD to improve acquisition and implementation decisions.► Supported launching the Innovation Lab website, branding standards, and marketing plan.► Began development of a “Buying Support Guide” co-sponsored by OPM and GSA to help other agencies receive quality Customer Experience and HCD project work from qualified vendors.

► Formulated presentations for potential trade agreements, purchase of real estate, advertisements, and recruitment of potential clients (i.e. NFL players)► Directed and assisted in the organization of multiple client sponsored events ► Analyzed relevant statistics (for player contract negotiations ► Negotiated local media and merchandise marketing contracts