Digital Marketing Manager with a focus on accelerating new user journeys to become scaled, satisfied customers by collaborating across marketing, sales, customer success, and product teams. Skilled in designing, implementing, and managing a Product Qualified Lead (PQL) process to nurture self-service customers and drive critical mass before transitioning them to sales for further growth. A creative problem-solver with expertise in A/B testing and data analysis to inform business decisions, streamline product onboarding, and optimize PQL systems and processes.Achievements:• Managed all data marketing reporting and analytics for the Equinix Metal Digital Marketing Department Product-Led Growth team, driving insights and decision-making across the organization.• Developed predictive models for demand generation, user spending behavior, and revenue trends using SQL, Python, and R, enabling more accurate forecasting and data-driven strategies.• Led financial reporting for Product-Led Growth initiatives, presenting key insights and performance metrics to the Board of Directors, supporting strategic decisions at the executive level.

Growth Marketing Engineer focuses on accelerating customers as they move from awareness and research to adoption, growth, loyalty, and advocacy. Partnering with colleagues working on outreach, SEO, social, demand gen, and advertising to accelerate the users they attract from first touch onwards.Achievements:• Lead engineer on data analytics initiatives for the Equinix Metal Digital Marketing Team, spearheading the creation of the company’s Segment Data Dictionary, establishing a unified source for customer data analysis.• Developed comprehensive customer journeys and pathways, tracking active users from sign-up to server deployment by integrating data from Segment and Amplitude, documenting all critical touchpoints.• Revamped key data reporting metrics, identifying and addressing customer drop-off points through targeted email drip campaigns, resulting in a 100% increase in active customer retention.• Built predictive models for verified sign-ups and revenue forecasting, leveraging four years of historical data to account for seasonality, consistently predicting monthly results within a 1% margin of error.

Senior Advisor for Dell Technologies is responsible for providing CRM project and campaign program support for Dell Technologies marketing groups to enable fast, flexible, and high-quality marketing initiatives. Leads customer retention and new customer acquisition by building customer relationships through all customer touch points. Leverages customer and brand insights to drive future campaigns and program execution. Manages external CRM agencies and internal functional teams to ensure quality standards are met and deliverables happen on time.Achievements:• Led data analytics projects for Dell Technologies' sales and customer service teams across the United States, Canada, Mexico, and global markets, covering consumer, small business, corporate, and public institution sectors.• Developed weekly executive reporting using Salesforce, Teradata, and SQL, providing Directors and Consultants with real-time insights on revenue generation and customer satisfaction. Actionable insights from these reports contributed to 10% revenue growth quarter over quarter.• Coordinated cross-functional teams across the U.S., Canada, Mexico, Romania, and India to design and implement targeted customer campaigns, driving a 30% increase in new customer acquisition quarter over quarter.• Conducted regression analysis on call representative contests, identifying key performance metrics that responded positively to incentive programs and predicting metric improvements, optimizing future incentive strategies.

Senior Manager in Customer Service is responsible for improving customer experience by coaching over 120 customer service representatives through our managers to our KPIs (NPS, CSAT, Customer Return Rate). Improving customer experience through phone, email, and chat by fostering a company culture that improves eNPS at the call center. Senior Manager also acts as the site director in their absence, leading the call center which includes different departments outside of customer service.Achievements:• Served as Acting Site Director for Bangor call center with 300+ employees, leading the site to achieve 2nd place out of 7 sites in Q3 performance and ranking as the top-performing site in October.• Led 8 customer service team managers overseeing 120 representatives, driving customer satisfaction and NPS improvement from 30% to 50% within one year through targeted coaching and development.• Initiated and managed the Proactive Outreach customer success project, building two teams (on-site and remote) of 17 employees each, focusing on dissatisfied customers, resulting in a 15% increase in repeat customer rate and enhancing brand reputation.• Led the WayChat project from concept to company-wide implementation, introducing a new customer service communication channel directly on the Wayfair website, expanding customer support accessibility.

Responsible for converting the Electronic Distribution Center initially built for online sales to the Dark Store Project. Dark Store fulfills customer curbside orders at the warehouse and ships totes for the stores to hold. This model improves the units picked per hour by store employees, increasing capacity of the number of orders that can be fulfilled in an hour. Project involved using data analytics to determine which products to hold, volume based on forecast curbside demand by day of the week, location to hold pallets in warehouse to reduce walking time to fulfill orders, and creating transportation operation to move customer totes from the warehouse to the stores.Achievements:• Analyzed over 1 million curbside pickup orders using Excel to determine item suitability for a new Dark Store supply chain model, accurately forecasting demand by day of the week to optimize volume and inventory management.• Developed an Excel-based inventory reorganization model for the Electronic Distribution Center, optimizing pallet drop locations for high-velocity items, resulting in a 10% reduction in walking distance, cycle time, and overall operational costs.• Secured a buyer for 100+ units of dead stock inventory, effectively increasing available pallet drop locations and enhancing the operational efficiency of the Dark Store.• Established the framework for an 18-month project to expand the Dark Store’s capacity to handle produce items in curbside orders, identifying temperature-sensitive products and increasing curbside order fulfillment capacity by 60%.

Operations Officer for a Field Artillery unit is responsible for the planning, training, project management, and supply chain for the Battalion's five Batteries with over 700 assigned Soldiers. Responsible for the synchronization and resourcing for all tactical and garrison training events to include all land, ammunition, and external resource requirements. Advises the Commander on the daily operations and long range planning of Battalion.Achievements:• Directed a yearlong deployment project to South Korea, overseeing 10 interdependent projects that included strategy planning, risk management, procurement, overseas logistics, and training schedules, successfully deploying 700 personnel and $50M worth of equipment to Asia.• Increased new soldier in-processing efficiency by 40% over 3 months by implementing Lean Six Sigma, DMAIC, Kaizen, and PDCA methodologies, reducing onboarding time significantly.• Led the development of a 260-page standard operating procedure manual for the unit’s operations in South Korea by assembling and guiding a cross-functional team of experts from various disciplines.• Represented senior leadership at high-level meetings, leading discussions on resource management for the battalion and ensuring alignment with operational priorities.• Ranked in the top 25% of officers among 45 peers, and recognized as the second-best officer in operations for consistently exceeding performance expectations set by the battalion commander.

Platoon Leader and Fire Direction Officer for a Field Artillery Platoon is responsible for planning, coordinating, supervising, and directing all platoon operations. Operations entail the training and well-being of all soldiers in the platoon, maintenance and accountability of platoon equipment, manages and tracks platoon ammunition status and distribution, and facilitating 24-hour Field Artillery operations. Achievements:• Led a team of 6 front-line supervisors and 40 personnel, transforming them into the top-performing artillery unit within the organization.• Reduced fire mission processing time by 25% by identifying and addressing operational bottlenecks using Kaizen, PDCA, and 5S methodologies, resulting in improved efficiency.• Coordinated the complex movement of 40 personnel, 9 vehicles, and $10M in equipment from Texas to Germany, achieving zero losses or injuries during the operation.• Ranked in the top 30% of officers by the battalion commander for leading a fire direction team that achieved an average score of 95% on semi-annual artillery physics exams.

Fire Support Officer is responsible for the planning, coordination, and execution of all fire support operations to the maneuver unit. Attached to a tank company to develop the artillery strategy for the maneuver commander. Leader of a team of Forward Observers tasked with accountability and maintenance of all fire support assets, training and well-being of all soldiers on the team, and coordinating the Field Artillery fires plan with the maneuver unit's plan.Achievements:• Led a 5-member fire support team, creating and overseeing daily training programs that resulted in a 100% certification test pass rate.• Safely transported $1M worth of critical equipment from Texas to California, maintaining 100% accountability for all assets throughout the process.• Collaborated with 10 cross-functional teams and departments to implement integrated training sessions, fostering unit cohesion and achieving recognition as the best-trained company with the fastest fire response time in the battalion.• Developed and executed strategic artillery fire plans, enabling the unit to successfully complete mission objectives and earn deployment certification ahead of schedule.

Six months of training to learn the fundamentals of becoming a Field Artillery Officer. Learned the process of fire support planning, how to calculate where an artillery round will fall, and handle supply chain issues of a Field Artillery Unit.