Led the onshore CS Operations teams, key responsibilities included:- Directed a business unit consisting of 4 Team Managers and total Org of up to 65 people. These teams included Account Management, Product Support, Credit Reporting Ops, Onboarding & Offboarding.- Established KPI's and review periods for each team resulting in significant improvements to all SLA's.- Assisted with the development of offshore BPO partner teams and restructured workflows to increase efficiency. - Partnered with L&D teams to rebuild training program for onshore and offshore contact center agents reducing total training time by 33% and yielding more effective agents right out of training by dispelling tribal knowledge and creating replicable processes. - Oversaw CRM platform re-development in Salesforce, migration, team retraining, and report development/implementation. - Redesigned systemic case routing and prioritization yielding more cases closed per agent consistently while improving CSAT results.- Created feedback loops with Product, Project Management and Engineering teams to drive resolution on high impact customer solutions. - Consistent 1:1's with direct reports and quarterly skip-levels.- Develop Team Manager skillsets- Implemented career tracks to 'home-grow' leaders internally and promote job mobility within the company.- Annual performance reviews

Crafted and executed on a go to market strategy for an ancillary product, on premise workforce Covid testing and back to work care, designed to ensure workers onsite would be able to to continue working safely during the height of the Covid-19 pandemic, As a nimble team of 1 I was able to:- Develop key partnerships with mail-in Covid Testing Providers and onsite Healthcare/Nurse Services who were able to monitor temperatures daily and help control outbreaks on-site when positive tests were returned as well as turn test results around in <24 hours to limit the impact of false positives and ensure those impacted by Covid-19 were isolated from the rest of the workforce and administered care as soon as possible.- Manage stakeholder relationships with our workforce vendors, project managers, recruiting teams, and C-suite/VP level executives. - Implemented closed Feedback loops and program health reporting to ensure success and profitability of the program. - Partnered with in-house recruiting/placement teams to backfill workers on sites impacted by Covid-19 to ensure project timelines stayed on track.

As the Manager of the Customer Engagement and Sourcing teams I work everyday to define and execute on a success strategy that facilitates RigUp's mission -- Empowering the people who power the world. I am leading the Midstream teams through new acquisitions, championing the purpose and execution of CE as a key component of churn reduction, increased satisfaction and success with our platform and services, driving premier talent acquisition and partnering cross-functionally to ensure a smooth, consistent and superior experience for every person we have the opportunity to work with and creating lasting relationships.I lead a nimble team through shifting goals and new initiatives while providing hands-on development and performance management to each member of my team. We are intimately connected to on-going operational development and as such have an increased responsibility to be the champions of change management and resident experts in all things RigUp both internally and externally facing. In creating a world-class customer experience we are broadening the scope of Engagement to include Community Management, Relationship Management, Operational Management, Churn Reduction, and more. We have the best customers in the world and, together, work ceaselessly to create the best experience possible for them.

Opcity is changing the status quo when it comes to buying a home. In today's market there are so many different programs, options and real-estate professionals available for home buyers but no real guide to helping consumer navigate these options. That's where Opcity comes into play, by building an effective nationwide network of real-estate professionals, Loan Officers and Credit Repair partners Opcity is able to match the right consumer with the right resource in order to simplify the home buying process and ease the pains of consumer acquisition for brokerages in their network.As a Consumer Success Manager I run the day to day operation of a team of agents who's goal is to connect these consumers with these resources as efficiently as possible. The primary responsibilities of the position include:- KPI management and reporting- Meeting/Exceeding quarterly goals- Project Management- Personnel Development

DigitalMarketer is a SaaS/Education firm based in Austin, TX that focuses on sharing what’s new and actually working in the digital marketing space with small firms, agencies, and marketing professionals. With a mission to double the size of 10,000 businesses by 2020; a mission that can change the world by fundamentally altering the way that companies internally uplevel their teams and market themselves to their customers/prospects. DigitalMarketer is leveling the playing field so companies with the best products and services, not just marketing strategies, can win. As the Manager of Customer Success, I work to empower DigitalMarketers customers by cultivating a support experience and team that enables, and actively promotes, their success in a few key ways. - Empowering our customers to help themselves, on their own time and at their convenience through effective and clear FAQs and online resources. - Encouraging and facilitating community interaction in DM Engage, the largest online Digital Marketing community, where our customers can consult with their peers and leaders in the industry.- Providing multi-channel, worldwide, support so current and prospective customers have world-class human to human, personable, and knowledgeable assistance available. - Actively listening to the voice of our customers as well as implementing outlets for them to speak directly to us and advocating inter-departmentally to implement positive change. While the above is a snapshot of the strategic goals of the department; my day to day work also consists of strategizing churn reduction, forecasting anticipated inbound ticketing demand as well as creating and executing against an annual hiring plan to meet that demand, establishing and upholding Customer Care Agents to departmental KPIs, creating ticketing workflow, macros and internal processes, improving existing, and implementing use of new, technologies, oversee ongoing development of agent training program and more.

UOE is the premiere national outdoor movie and entertainment provider in the country. As the Manager of Operations and Events I strategized and led the sales/support/tech teams in 11 locations across the country.Here's a brief breakdown of what some of my accomplishments and daily responsibilities looked like:- Built the National Contact Center from the ground up, servicing not only our territories across 8 states but also those of many franchisees. - Oversaw the negotiation and close of national contracts with large organizations such as Amazon, Dodge, and Walmart. - Lead Sales team to meet monthly and quarterly sales goals through thorough pipeline management, and lead prospecting and follow up which lead to yearly double-digit growth for over half a decade. - Implemented KPI's for the contact center and sales teams to measure effectiveness and growth over time. - Directed Warehouse/Office Management of 11 locations in 8 states.- Led hiring, onboarding and training of all new sales, support and event technical staff.