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 integrations, and creating long-term successful relationships.• 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• Track, analyze, and communicate key metrics to partners and to internal, cross-functional / senior leaders.• Create Partnerships annual financial plan

• 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 • Worked with Web Marketing Director to plan marketing strategy for new and existing lead sources• Worked with executive leadership team to create and implement KPI’s, initiatives and OKR’s

• 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 • Strategize demand channel efficiency and growth• Track, analyze, and report demand channel performance

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• Liaise between third party servicers on best practices. Answer weekly question and decision log from third party servicers and lenders.• Handle collections escalations and disputes. • Handle escalations from support team. Log all complaints and follow up as appropriate with regulatory agencies.• Create training materials, guidelines and practices. Onboarding and training of all new support staff.• Work with sales pipeline (Salesforce) and sales and onboarding teams to set up new merchants on internal platforms.

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• Liaise between third party servicers on best practices. Answer weekly question and decision log from third party servicers and lenders.• Member of Fraud Committee. Track, investigate and make decisions on loan and merchant fraud claims.• Handle escalations from support team. Log all complaints and follow up as appropriate with regulatory agencies.• Create training materials, guidelines and practices. Onboarding and training of all new support staff.• Work with sales pipeline (Salesforce) and sales and onboarding teams to set up new merchants on internal platforms.• Act as department hiring manager, performing talent searches and interviews.• Co-Creator and Member of the Culture Committee.

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 • Perform elevated projects and tasks as needed

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 information, coordinating with flight deck crew to ensure the safety and security of the cockpit door and proprietary information. • 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 • Created and implemented event time schedule, team food plan, silent auction processes, and management and sales and donation process • Tracked and maintained large budgets with many sub­sections • Vendor Procurement and Contract Negotiations • Received and found solutions to complaints• Performed site inspections • Met with hotel management teams to review bids and contracts