Axion Performance Parts specializes in both selling and manufacturing automotive performance parts for Hondas and Acuras. As Chief Operating Officer, my focus is on increased infrastructure efficiency, improved CX processes, including customer support; and the expansion of ecommerce offerings.

Inspiruption (interrupting your day with inspiration on where to travel next) is a monetized travel blog I developed in 2018, focusing on providing the most robust, thorough guides of where to stay and dine/drink, as well as things to see and do, in most parts of the world. It continues to grow and evolve everyday with new cities, countries, and states being added frequently. Check it out at www.inspiruption.com

I started N&M Consulting to help organizations that need support in the areas of:- CX/Customer Operations & Program Development- Marketing- Content DevelopmentN&M Consulting is a subsidiary of Axion Performance, which also owns Inspirution - a monetized travel blog dedicated to "interrupting your day with inspiration on where to travel next".

I was promoted into this role to support both the COO and CCO in the evolution of the CS function.My accomplishments include:• The design and operation of all customer journeys (onboarding, migration, and existing customer), including all success strategies, processes and programs to support the goal of a seamless customer experience.• Leading the customer health strategy efforts to support both the immediate and long-term vision of how we approach the measurement of customer health.• The development, expansion, and operation of a suite of customer programs (Exec Sponsor, Community, NPS, Advocacy, and At-Risk) designed to create expansion opportunities, heal at-risk accounts, as well as enable customers to be successful with their SecureAuth investment.• Being the lead strategic advisor for internal cultural transformation efforts, resulting in improved company alignment and morale.

Since starting at SecureAuth in 2018, Customer Experience has become an integral part of this organization. My programs have demonstrated YoY success with a higher NPS score, increased ARR, and a more streamlined, consistent approach to customer enablement. I was promoted into this role to build and expand on my suite of global customer programs.My accomplishments include:• Development/expansion of a suite of global customer programs, including (but not limited to) the Executive Sponsorship program, Advocacy, NPS, Community, quarterly webinar series, and the Product Forum. Programs, such as these, have resulted in $25M in additional opportunities, an increase in product adoption, as well as advocacy participation.• Development and execution of integrated customer marketing campaigns, designed to enable and engage the customer while supporting upsell opportunities, increased adoption, and upgrade efforts.• Strategic CX Advisor to K1 Investors on customer-facing programs

SecureAuth's Executives recognized a need to put focus around the Customer Experience to demonstrate and drive increased value to its customers. I was recruited into this role to not only co-develop and drive a suite of global customer programs, but help transform the internal culture that positively influences the overall customer experience as well.My accomplishments include:• Development/expansion of a suite of global customer programs, including Customer Community, Executive Sponsorship, Thought Leadership & Advocacy, and NPS.• Development and roll out of the overarching customer strategy to bring parity to the customer experience• Being a strategic advisor for internal cultural transformation efforts, resulting in improved company alignment• "Ghost" writer for customer and SecureAuth C-level executives, as it relates to published industry articles

I was recruited into this role, by both the CEO and CCO, to establish and maintain a suite of global customer programs and engagement strategies, designed to transform the internal culture, increase customer satisfaction, and strengthen both customer adoption, as well as ARR.My accomplishments include:• The development and execution of the "Connected Community" framework, designed to be the backbone of Spigit's transformative culture, while serving as the foundation for all customer-facing programs. • The build, curation, and ongoing management of Spigit's notable Executive-level Customer Advisory Board.• The development and execution of internal operational processes, engagement strategies, and communication strategies for the entirety of Spigit’s ecosystem.• Ownership over the entirety of Spigit’s upgrade operations and communications, achieving an average 95% current rate for each release, through the management of a cross-functional team of 75 people.• The development of internal and customer product adoption strategies, designed to increase recurring revenue.• Designer and analyst of customer experience surveys, including NPS.I moved on from Spigit when the company was sold to Planview.

When I was recruited into Spigit in 2011, they were still a startup with 30 people on-staff, each of them passionate about disrupting how people think and work through the application of online innovation software. I'm proud to say that I'm one of few early pioneers that not only helped some of the biggest industries and organizations in the world disrupt how they got things done, but also put the Innovation Industry on the map for good.Out of the hundreds of organizations I worked with, some of the most notable include: Amway, Adventist Health, Capgemini, Polaris, Protective Life, MetLife, Visa, Kaiser Permanente, Coca Cola, Raytheon, Sprint, and Molson Coors.My accomplishments include:• Driving 200+ unique client engagements to ensure successful launches and continuing programs with over $400mm in realized revenue across them.• Assisting in closing $3M+ in renewals and new sales.• Co-development of customized architecture strategies for enterprise-level decentralized innovation programs.• Client adviser on building sustainable practices that leverage the collective intelligence of their user base.• Defining the customer program delivery approach for the implementation and support of the Spigit platform.• Contributing writer to Spigit’s blog.• Author of Spigit's weekly internal newsletter, designed to bring consistent company alignment.

I started Conversa Group because I believed the right strategies and the right messages could make a vast difference in how a brand performs. My expertise in Marketing and Communication, as well as Strategy and Media Development, for organizations of any size, were at the heart and soul of what made Conversa standout from its competitors. While I worked with dozens of organizations from many industries, some of my more notable customers included: Microsoft, Robbins Gioia, AvePoint, ICS Nett, EastBanc Technologies, BREG, Washington Life Magazine, and Tysons Galleria (GGP).My achievements include (but are not limited to):• Developing the “120-day Start-Up Plan", designed to accelerate early-stage tech startups, resulting in $5M in seed funding for clients.• Strategic advisor on a mobile gaming app, responsible for developing the "stickiness factor" needed to support recurring usage.• Acting Assistant General Manager and Director of Marketing for Tysons Galleria - a luxury mall in the Washington, D.C. area. There, I successfully developed strategies to support increased marketing and foot traffic, the negotiation of new contracts, including Louis Vuitton, Gucci, and luxury pop-up stores; as well as VIP-level customer service to some of the most notable people in the world.• Production and sponsorship of large-scale fashion and social events in the Washington, D.C. area, including emceeing events and handling celebrity appearances.• Multimedia content development for both technical and non-technical audiences, across multiple industries.• Microsoft partner SPIFF strategies and sales training for Microsoft partners in the Federal space.As of December 23, 2013, the decision was made to close Conversa to focus on new endeavors in the innovation space.

I was recruited into this role by Microsoft’s VP of Federal, based on my deep experience with Microsoft, both as a vendor and a partner. I was tasked with championing the Federal Partner Marketing Program, where none previously existed, to drive up to $20M in new revenue.My top accomplishments include:• Management of a partner community of 100 partners, ranging $5M - $2B in revenue, which expanded by 50% within the first year.• Translator of Federal Government trends and mandates to support the development and launch of new (and timely) partner campaigns.• Execution of over ten multi-tiered, cross-Federal partner campaigns.• Development and execution of large-scale Federal Government/Microsoft networking events for senior government leaders and Microsoft executives.• The development and ownership of the Microsoft Federal social media strategy, where none previously existed.• Management of cross-functional, cross-vertical teams to support the achievement of Federal Partner Marketing's goals.• Lead translator of technical requirements into non-technical, consumable formats.I moved on from a collective 6 years in the Microsoft world to focus on supporting startups and other organizations that needed marketing, content development, project management, and sales strategy support.

I established Xenos Marketing to provide clients, of all sizes and industries, with marketing and sales strategy, business analysis, technical documentation, and collateral development. Specifically, my main focus was on Microsoft partners who needed additional support in working with their Microsoft reps.Xenos Marketing’s most notable clients included: SCG, BREG, UC Santa Barabara, Hershey Technologies, and REMax.I moved on from Xenos when I moved back to the Northern Virginia area in July of 2008.

I was recruited into BuzzBee (a Microsoft Preferred Vendor), by Microsoft’s VP of Worldwide Public Sector, to manage, direct, and grow the Microsoft Public Sector account - the largest account within BuzzBee.My top accomplishments include:• Increasing BuzzBee’s revenue by 10x through the expansion of the Microsoft Worldwide Public Sector Group sales strategy projects for which I was responsible.• Working closely with Microsoft’s C-level executives, including Bill Gates, and former Chief Identity Architect, Kim Cameron, as well as Worldwide Public Sector Industry Managers, for a top-secret, multi-million dollar sales strategy project.• Managing large-scale teams for Windows Vista, Office 2007, Windows Mobile, and Windows Automotive content development projects.I moved on from BuzzBee to fulfill my dream of moving to San Diego.

I was recruited by the Principal of the Army segment of Booz Allen to assist in the consulting efforts of ongoing projects, within that part of the organization. My accomplishments include:• Authoring a 400-page “Case for Change” strategy document, to provide the United States Army with viable options in paper reduction solutions.• Gaining high visibility with Booz Allen senior management by directly keeping them abreast of their organization's activities and marketplace standings in weekly team meetings.• Managing a 10-person staff for data conversion efforts while providing Booz Allen with process improvement suggestions for managing these efforts more efficiently.• Led proposal teams to acquire new $1M Army projects.I moved on from Booz Allen to take a role at a Microsoft Vendor in Seattle, WA.

I was recruited by the late Acting Chairman of MCI Worldcom, John Sidgmore, to support the marketing efforts of eCommerce Industries, Inc. (ECI2), to which he was also Chairman of the Board, of.My responsibilities included:• Managing logistics for an eight-city e-commerce road show with over 40,000 people in attendance.• Conducting thorough analysis to identify market position, competitors, as well as developing action plans for seizing market opportunities.• Working closely with the Chairman, CEO, VPs, and other senior management by directly keeping them abreast of their organization's activities and marketplace standings.• Creating and managing all company marketing communication and collateral.I moved on from ECI to take a position with Booz Allen Hamilton.