The Pink Stones | Ryan Davis & the Roadhouse Band | Little Gold

Provided business requirements and technical/marketing oversight for customer retention program that connected Mailchimp users with digital marketing experts; engendered a 98% retention rateReduced seven-year technical debt by 27.7% ($443K MRR) within five months (debt originally $1.6M) through a remediation process of analyzing product-specific customer support data and presenting data and insights to stakeholders in a cross-functional bi-monthly business reviewHosted internal insight-gathering sessions, interviewing team members and presenting learnings to key stakeholdersOversaw 36 product releases and communicated updates to the customer support team for immediate implementation

Developed team high-performing support representatives that consistently exceeded KPIs, by virtue of hands-on leadership and shadowing sessions Achieved 5.6K+ customer resolutions in under two years while averaging a customer satisfaction (CSAT) score of 4.73/5Leveraged product expertise to equip customers with the necessary tools/information for data-driven decision makingPerformed root cause analysis on application/connected integrations, distilling complex technical ideas/solutions into easy-to-understand concepts for customers

Headed business operations, product development, and process implementation, performing a variety of functions including original music writing, arrangement & performance, album cycle/release management, and tour booking/managementOversaw music recording, production, and license negotiation; music was featured in Shameless, Animal Kingdom, Summer Night (2019)