Establish and maintain growth of a customer success department, ensuring scalability and enduring success. Lead execution of day-to-day operations, including order processing, customer feedback management, and in-house FFL compliance. Ensure accuracy of product information and actively supported creation of new revenue streams with sales team. Manage a multitude of channel partners and e-commerce platforms, including direct retail and auction listings, in close coordination with marketing team.• Delivered peak customer satisfaction for retail and enterprise clients in heavily regulated firearm industry.• Collaborated with development team to drive operational efficiency and enhancements within the AppCohesion SAAS technology platform.• Pioneered and optimized customer success team, implementing a customer-centric focus while refining team's composition, processes, and strategies.

Accountable for the vision and execution of the operational roadmap to promote program growth and operational efficiencies. Issued and supported SSL/SMIME certificates in addition to retail and enterprise certificate management, and other security products. Transitioned departments (Validation and Technical Support) to new phone, chat, and Salesforce ticketing system integration during the merger and acquisition by Francisco Partners.• Delivered on the customer experience SLAs while aiding in the restructuring and rebranding initiatives during the acquisition period.• Led two departments, Technical Support and Validation, with two tier levels in 24 x 7 operations located in India, US, Canada, and the UK totaling over 120 employees. Successfully established new technical support and validation teams in the Canada office.

Oversaw and managed the work of 14 phone agents interacting with consumers, providing Tier 2 escalation support for warranty management on extended service protection plans to determine quality standards for business unit expectations, customer experience, and policy and regulatory compliance requirements. Reorganized the WMG Group for metric purposes while giving department flexibility for trial programs and overflow management. • Transitioned the team from Aspect to Cisco and oversaw the ADEPT ticketing software update. Collaborated with peers in generating ticketing and quality reports to analyze trending data for multiple departments.

Served as the day-to-day front-line supervisor responsible for coordinating and monitoring the activity and performance of the Tier 1 Technical Support Team to ensure adherence to key metrics. Recruited and development a team of 37 non-tenured agents and three leads with responsibility for analyzing data to identify opportunities to create and improve processes, increase customer satisfaction, and improve responsiveness while controlling cost. • Led the restructuring of the department during the ramp-down and site conversion while maintaining site-wide employee morale as a member of the Recognition Committee. • Re-assigned to Quality Assurance Department during final transition to site closure to lead departmental procedures to enhance quality standards during the transitional period.

Monitored and supported the company's Network Operations Center and customer support for WiFi and Voice Communications. Identified and verified service impact to customers, and dispatched subject matter experts in support of problem resolution. Performed Tier 1 and 2 technical troubleshooting, break/fix coordination, ticketing, and escalation working directly with senior engineering.• Maintained and reported on multiple networks in excess of 1,500 devices with 99.8% average availability and ensured compliance with all service level agreements. • Coordinated over 12 in-house field technicians and up to 20 sub-contractors through break/fix life cycle and project management of new installations and upgrades.• Administered accounting, customer service, technical support, and break/fix coordination for up to 50 pay-as-you-go kiosks.

Managed GM's AdManager System. General Motor's web-based dealer communications and creative media distribution software/database to over 300 GM dealerships in 5 regionsacross the US. * Maintained proprietary database and provided technical support to dealerships and marketing groups.* Instrumental in organizing and implementing new feature requests and improvements. * Trained marketing associates on how to upload and re-format media and dealerships on how to download and review posted media.