Kyle Lacy Email & Phone Number

San Diego, CA, US

• Own and personally execute on the partner specific business development lifecycle, primarily working on implementation and nurturing of partner relationships representing $25mm+ of revenue
• Manage the Partnerships P&L
• Develop and execute go-to-market strategies for partnerships.
• Act as Partners’ Account Manager becoming a trusted thought leader with internal and partner functional leaders uncovering, informing, and influencing partner business strategies, building mutually successful.
• Create Partnerships OKR’s, KPI’s and Initiatives
• Grew partnership contribution percent of total company revenue by 10% year over year, accounting for 65% of total revenue

• Project managed major strategic initiatives
• Oversaw managed services across the 4 brands making up the Porch Moving Group
• Oversaw demand channels, funnels and nurture tracks
• Planned revenue goals for both near and long term goals
• Tracked and reported monthly revenue and margin goals to executive leadership team
• Developed and implemented procedure, program and policy efficiencies

• Implement outsourced team initiatives
• Own full funnel and nurture tracks for demand channels
• Analyze call center capacity and staffing models
• Implement demand workflows into operations
• Work with Web Marketing Manager to oversee marketing strategy for new and existing lead sources
• Use Hubspot to create and manage email marketing and deal workflows

Oceanside, California

• Implement and manage call center systems
• Hire, support and manage call center team of 30+ agents
• Execute operations team initiatives

San Diego, California

• Manage day to day operations of call center
• Create and manage Quality Assurance Program
• Develop and implement companywide policies and procedures
• Track and report call center data and metrics.
• Perform weekly one on one’s with all team members including performance coaching.
• Work with compliance office to complete audits with bank partners, regulatory agencies, and outside audit companies

San Diego, California

• Manage day to day operations of call center
• Create and manage Quality Assurance Program
• Develop and implement company wide policies and procedures
• Track and report call center data and metrics.
• Perform weekly one on one’s with all team members including performance coaching.
• Work with compliance office to complete audits with bank partners, regulatory agencies, and outside audit companies

San Diego, California

San Diego, CA

• Work with the Operations team to streamline procedure
• Upload and approve documentation
• Help maintain organization of the Partner Support Center
• Deliver 5-star, on-brand, in-person support for our customers

San Francisco Bay Area

• Served as first point of contact via phone and email, for prospective and current customers in a fast paced startup
• Perform financial transactions, account problem solving and technical troubleshooting
• Consistently in top 10% Quality Assurance and Metrics for Member Support Department
• Act as team lead and point person for team members and other departments during manager absence
• Train and mentor new teammates
• Member of committee on improving Member Support engagement

San Francisco, CA

• Used problem solving skills to overcome customer issues
• Anticipated and delivered on customer needs
• Served routinely as Inflight Team Lead such conducting preflight briefing of cabin crew and coordinate de­briefing with flight deck crew, informing crew and passengers of all cabin advisories and flight specific.
• Developed with team to fix administrative efficiency issues using technology
• Event Space planning and design, including hard goods design and procurement
• Worked with graphic designer to create and produce promotional signage and materials