• Oversee and maintain the Qualtrics measurement system for continuous listening to Providence patients and conducting rapid research design work.• Elevate cross-functional usage of the Customer Listening Platform by creating informative dashboards and delivering team presentations.• Collaborate with analysts and research program managers to develop actionable insights and recommendations based on collected data.

• Led the Voice of the Customer function within Opendoor’s Sales & Support organization, providing a platform for customer wants and needs to be expressed to Opendoor leadership in a consumable and actionable way• Worked across Operations, Product, Engineering, and Analytics to support the transition to a new survey platform• Audited and consolidated disparate survey projects to a single source to be logged, prioritized, and communicated to various teams• Developed new processes and techniques to more effectively identify and communicate to leadership the impact of customer insights through the use of NPS / CSAT feedback and data, which enabled teams to drive a 266% increase in NPS over six months

• Developed, managed and maintained strong relationships with customers• Managed escalation of critical customer issues, working closely with Field Teams, Business Operations, Customer Experience, and Product Management teams• Managed analysis and troubleshooting efforts for customer escalations• Worked closely with the development team to escalate recurring issues for root-cause resolution

• Drove product thinking from strategy to feature definition, development, and rollout of Microsoft 365 onboarding solutions using Dynamics 365 cloud-based services• Collaborated with development and delivery teams to envision, create, innovate, and deliver the product roadmap around the Dynamics 365 platform• Collect and document business requirements• Configured Dynamics 365 – auditing, document management with SharePoint Online, administration settings, data management, user management, security roles and access levels, email services with Exchange Online, integration with Office 365 (Groups, OneNote, OneDrive), entities management, field customization, workflows, business process flows and actions, integrations with 3rd party cloud applications• Led the development and documentation of Dynamics 365 Training solutions• Led and monitored the development of new product enhancements using Agile methodology• Facilitated and attained Microsoft Gold Cloud Competencies saving tens of thousands of dollars in annual licensing fees for the company

• Led efforts to monetize new and existing engagements, by converting contracts to revenue-producing volume• Developed go-to-market strategies with new and existing engagements• Led the development and delivery of sales training in core products• Developed and executed plan for demand generation programs• Set volume projections and volume cadence for new engagements• Developed and executed plan to produce and offer marketing support content as needed• Supported partners in customer nurture programs and business intelligence data analytics

• Managed day-to-day operations and service delivery for customer accounts• Led customer account management teams; built and supported relationships with key executives of customer accounts• Supported business development activities to expand business with customer accounts• Set strategy for the business and direct tactical execution of the strategy as a member of the Senior Leadership Team• Determined and managed customer account team metrics• Led production and negotiation proposals and contracts for customer accounts• Evolved and improved operations and service delivery capabilities

• Resourced forecasting and allocation in line with the company’s overall strategic plan• Prepared Customer Experience Center annual operational budget• Established goals for the various smaller teams and metrics to gauge success in performance-based culture• Developed business requirements and deployed CRM 2013 custom reporting• Planned company-wide deployment of SharePoint 2010/2013

• Developed new client SMB programs focused on churn reduction • Optimization of Value-Added-Services “Onboarding” processes• Developed and executed strategy for new QA program managed in Microsoft CRM 2011• Planned and deployed company-wide Office 365 integration

• Established customer website SEO• Implemented customer social networking• Analyzed and improved business work flow documentation• Performed hundreds of customer Microsoft Exchange mail migrations

• Analyzed and documented business process flows for Governance teams• Created, managed, and trained users in eight SharePoint 2007 team sites• Developed instructional collateral for communications and training of process changes to stakeholders

• Built and maintained search engine optimization for e-commerce site• Monitored web analytics• Built and ran online ad campaigns• Managed product placement and support• Built and managed Magento ecommerce platform• Implemented and maintained cross platform version control• Performed wire framing and testing

Worked with Adjunct Faculty on Emerging Technologies with a concentration on E-learning modules.

• Opened and operated new Summit Hut retail store in 2001 • Hired and managed staff of 50+ employees• Managed website product catalog and inventory• Assisted in frontend/backend UX design for company website • Deployed Microsoft Windows SharePoint Services across organization

• Consulting, including business plan & sales strategy development.• Developed and managed the sales activities for the Company's government business, with an emphasis on sales to the individual unit level. • Designed custom products for Special Operations groups with an understanding of the military product development process.

• Exceeded store sales goals – top sales store in company• Managed store inventory• Opened and operated three new outdoor retail stores in Albuquerque, NM• Facilitated store construction and retail merchandising• Hired and trained 50+ management and sales staff

Forward Observer in a Light Infantry Battalion; capable of deploying worldwide within 96 hours of notification in support of U.S. Policies and Objectives; responsible for plotting, target direction, calling for, and adjusting indirect fires, close combat attack, and close air support; responsible for the accountability and maintenance of all assigned equipment in excess of $200,000• Service deployment: Operation Uphold Democracy, Haiti