As Nextiva’s Senior Operations Manager, I lead global Implementation efforts, ensuring smooth customer onboarding and internal project management fostering cross-functional collaboration to deliver exceptional service.• Transformed Nextiva's Global Carrier Relations, driving strategic global expansion and enabling enterprise-class number management to support CPaaS development.• Implemented Salesforce CRM & Cloud Coach PSA, initiating forecasting & financial reporting.• Productized professional services, generating over $500,000 in monthly revenue in 2024.• Maintained a 3.5-year average team tenure and achieved an industry-leading NPS of 84.• Spearheading Six Sigma methodologies and expanding international support operations.

Support and manage Nextiva’s Onboarding Operations. Responsible for customer satisfaction throughout the entire Onboarding Process. Development of best practices, and implementation of lean processes for quality execution.

Overseeing Nextiva's Fast Track Onboarding team. Focus on quality assurance and developing agent skill sets. Leading the team to meet performance goals and continue to provide Nextiva's Amazing Service.

Providing knowledge and production support for the Nextiva Onboarding Technician team. Responsible for Onboarding Tech supporting materials and knowledge base.

Providing Nextiva's trademarked Amazing Service to new enterprise level accounts. Responsible for various tasks including, but not limited to:- Network Evaluation- Phone System Implementation- Account & Device Provisioning- End User Training- Quality Assurance VoIP Expert Certified.

Inbound technical support and customer service representative with the Nextiva Amazing Service Team. VoIP Specialist Certified.

Managed escalated customer service cases requiring complex communication, research, and inter-department coordination. Coordinated and resolved recall campaign customer service inquiries among departments and dealershipsAchievements:* 100% of Evaluations “Above Expectations”* Maintained Position in Top 25% of USA Workforce

Cultivated instant rapport and relationship growth using client-centric approach to assess customer needs and ensure optimal purchasing experience. Utilized deductive reasoning and conflict resolution among other skills to finalize agreements satisfying all parties involved.Achievements:* Over $200,000 Sales Revenue in 2 Month Period* 5 Star Customer Reviews

Conducted pilot programs requiring the creation of strategic plans, coordination of departments, and facilitation of professional development to ultimately implement system and district improvements. Acquired and presented objective data analyses to district committees.Achievements:* Managed 2 Successful Pilot Programs* Created Teacher Evaluation and Assessment Model

Optimized and managed automated data retrieval system processing over 100,000 transcripts and 30,000 applications per year while maintaining premium data validity, error rate less than 1%. Receive, code, and enter hard copy/electronic transcripts and applications into the university’s database. Manage student employee team.Achievements:* Built Template Library for Data Acquisition* Increased Automated Workload Capacity 800%* Entered 200 College Applications per Hour* Obtained 2 Promotions