The SAW Project is a non-profit endeavor that is continuously broadening a data-sharing platform to assist global criminal justice practitioners in community supervision. We help identify global programs offering supervision services, document current practices, build relationships with key administrators, and are creating an interactive internet repository for gleaned program information.

KEY IMPACT: Built and scaled processes, standardized core deliverables and evolved tools that supported 10+ distinct product teams. Lead the team that created these standard deliverables, unpacking top pain points experienced by customers along with supporting data that resulted in ~70 recommendations, with a 40% acceptance rate from partner teams. Key initiatives have decelerated inbound volume for legacy top volume drivers by ~20% YoY. As result, raw inbound MoM volume average went from from 2.47% in 2017 to 1.43% in 2018, despite the growth in customer base. VoC and Product StrategyBuild and execute on the Product Insights strategy by galvanizing a team to use available data to tell meaningful customer stories that help raise the voice of the customer to the highest levels at Square, ensuring team has the tools and information they need to provide excellent support for both SaaS and Hardware productsDrove measurable, quarterly improvements on top customer pain points, feature requests, policies, and processes that drive inbound support volume and helped gained over 50+ commitments on the product roadmap across 10+ product teamsLeadershipLead the Product Insights and Bug Experience Specialists by driving weekly team meetings, coaching direct reports, and overseeing performance reviewsHelped define and deliver against the launch process on Customer Success for Square’s key launches like Bitcoin, Square RST, T2 etc and drove key initiatives allowing cross-functional engagement on an ongoing basisData AnalyticsLead the migration of customer insights reporting from Tableau to Looker, creating self serve reporting for ~35 uniqueCreated reporting library to help internal stakeholders self serve and report on trends for both qualitative and quantitative dataKey stakeholder in ideation and implementation of tools to help automate Square’s insights machinery by using natural language processing across the customer success organization

KEY IMPACT: Kicked off the PMO at Moogsoft, helping the end to end implementation of Tier 1 customers during their Proof of Concept and post implementation support.Project Management and Cross functional engagementImproved visibility for tier-1 project schedule, deliverables, and budget by creating and championing adoption of tools, infusing project management principles to save time and improve documentationImproved workflow, performance evaluation, and income projection and balanced work-load by creating Excel tool to provide management access to resource use and availability

KEY IMPACT: Transformed service and product development organizations into high-touch, proactive groups focused on data-driven and systemic solutions to specific customer problems and market demands.Increased scope from project manager for enterprise team, product management, and customer engagements to lead 3 teams in translating customer product, process, and policy feedback to the business. Managed high performing team of 4 Enterprise account managers and expanded to oversee 6 direct reports and team of 13.Process Improvement: Hit targets for 3 consecutive quarters, developing process for onboarding large accounts by identifying gaps and creating implementation standards for post-sales support.♦ Produced quantifiable end-to-end customer experience improvements, translating trends gathered from 30,000 customers across sales, product, marketing, and customer functions into actionable insights.♦ Developed roadmap for changes to customer organization, managing changes/initiatives, communicating to stakeholders on time and with appropriate detail, and generating risk management plan.Product Strategy: Influenced product roadmap as key contributor for communicating voice of the customer to all departments, initiating program to incorporate customer feedback into operational and strategic priorities.♦ Created process to identify feedback trends, improve reporting of top product issues and customer service requests, determine impact across customer base, prioritize bugs, and determine resolution processes.Leadership: Brought in to provide big-picture view following reorganization, increasing satisfaction of internal teams, defining success metrics for dealing with customers, and driving team to fulfill business strategy.♦ Selected for high potential leadership program among 100 out of 8,000 employees globally, presenting to executives and cross-functional teams and creating vision for team.

KEY IMPACT: Brought structure to $9M information security solution provider during period of rapid growth, integrating project management(PM) practices, creating training, & gaining buy-in across teams.Facilitated PM for IT assessments/audits & enhanced program & operational efficiency for VP of Prof. Services, exec team, & 50+ employees & managers. Advanced operations by collecting & analyzing utilization metrics, reporting trends & status to guide executive verification of management objectives. Compiled presentations for management. Project Management: Restructured priorities & provided project support for CEO, tracking $100K+ projects, maintaining portal for key projects, & going on site to improve results.♦ Improved visibility for tier-1 project schedule, deliverables, & budget by creating & championing adoption of tools, infusing PM principles to save time & improve documentation. Customer Feedback Program: Partnered with managers to standardize survey content & processes, building consensus across groups to build template & work with marketing manager to develop online system.♦ Raised response rate from 4% to 30%, improving process & establishing incentive program & increased customer retention & satisfaction.Training & Compliance: Created template for scoring & established process to catch errors prior to release, reviewing PCI DSS assessment reports, rating deliverables, & shoring up training program.♦ Improved compliance with PCI audit requirements, hitting 99+% accuracy goals as an integral member of QA team & primary contact for audit report delivery to Visa & MasterCard. Resource Utilization & Performance: Engaged with Audit Managers & team leads to develop tools & track resource availability and analyze trends.♦ Improved workflow, performance evaluation, & income projection & balanced work load by creating Excel tool to provide management access to resource use and maximized utilization for tier-1 customers such as Oracle

Taught 2 public speaking courses per semester, improving speaking and research skills of 150 students and enhancing student ability to craft, organize, and deliver engaging presentations. Designed curriculum, led class to engage student participation, and developed feedback methods and performance measures.

Contributed to cutting-edge personal identification verification interoperability infrastructure development and implementation enabling interoperability of digital identity tokens across state, federal, and defense ecosystems.