Provided compassionate care for an elderly parent through the final stages of life, ensuring comfort, dignity, and support. Coordinated medical needs, managed daily routines, and offered emotional support to navigate this challenging time with respect and empathy.

Integrated and standardized support teams and systems from 10 acquisitions and 25 product lines over 4 years.Designed and implemented standardized systems in Salesforce Service Cloud with escalation integration to Azure DevOps for 90 Support staff.Maintained an average CSAT of 9.5/10 across all business units during growth of 200% in customer base and support engagement.

Played a pivotal role in shaping the support team structure for TITAN School Solutions, a dynamic startup offering a Software as a Service (SAAS) product, by strategically crafting common practices and processes to ensure efficiency and effectiveness.Led the charge in measuring, monitoring, and achieving company objectives related to Customer Satisfaction (CSAT) and Net Promoter Score (NPS), establishing key performance indicators (KPIs) that aligned with the startup's goals.Contributed to the startup's success by designing and implementing standardized systems within Zendesk, integrating escalations seamlessly with Jira to enhance the support infrastructure of the SAAS product.Demonstrated adaptability by effectively aligning the organization to scale according to seasonality and peak support loads, showcasing leadership in the dynamic startup environment of a SAAS product.LINQ acquired TITAN in October 2020.

Acted as the first point of contact for customers concerning their projects.Met the expectations of new and existing customers from planning to implementation and closure of K-12 School System ERP software products.I have a proven track record in handling annual support contracts, sending budget letters, and building strong relationships with each customer. My responsibilities included negotiating and collecting payments as needed, showcasing my ability to not only provide exceptional customer service but also contribute to revenue growth. I am proud to highlight my achievement in consistently meeting monthly and annual support revenue targets for all products.

Manage a team of 16 Inside Sales Representatives who provides demand generation cold calling for large corporations. Each ISR making 180-200 calls per day setting appointments for their Sales Team Representatives to build their sales pipeline. Work with individuals on team to continuously improve skill sets and results. Set performance goals, monitor progress. Keep team members motivated and positive. Provide feedback, career development and appropriate resources for success. Work with Client Relationship Executives on meeting client expectations. Analyze, report on, and manage results of team performance. General Quality Assurance and production management responsibilities.

Assist Company with meeting the expectations of new and existing customers from planning to implementation and closure of software products. Act as the first point of contact for customers concerning their individual projects. Dedicated to monitoring and control of scope, schedule and cost through coordination with various internal departments, customers and 3rd parties.

Led a staff of 35 in supporting 17 product lines in use by 2000+ school districts in the US. I provided account management while building customer relationships with contracted school districts nationwide. I met every customer over 3 years and achieved monthly and annual support revenue targets. Administered Software Maintenance Renewal Contracts for all customers, and quoted professional servicesSet clear and measurable team goals and objectives; actively coached and mentored staff; held staff accountable for meeting/exceeding cited goalsCommunicated to senior management about critical customer and revenue issuesKept revenue ratios above 4:1 by implementing revenue enhancements to cut costsManaged and exceeded expectations of new and existing customers, from the installation phase to support, and ongoing maintenance of service and technical supportPrioritized support services goals and follow-up based on current workloads, obstacles or barriers, budgets, resources, and deadlines

Coached, developed, and managed student Information support staff and drove the attainment of customer response/resolution goals and revenue management on the SIS product lines for approximately 500 customers. While there, I implemented “Tuesday Tidbits”, a lunch and learn for my staff to understand the ‘goings on” of the whole company and its subsidiaries. Moreover, I held weekly meetings with the company and introduced key staff to present cross-functionally. I also oversaw NPS surveys for all software products and developed a matrix to promote the scores to my peers.

I built customer relationships to maintain an attrition rate below 3%. I led, mentored, and coached SchoolMAX Support staff and drove the attainment of customer response/resolution goals and revenue management. Our scope was approximately 200 customers. My support staff consisted of a diverse 1-3rd level application and technical support of 10 throughout the US and Puerto Rico. I led the team while actively managing staff resources and consistent compliance with customer expectations. I provided my support team with the tools (training or hardware) and coaching (through monthly one one-on-ones) required to exceed customer expectations. In this role, I created and maintained my budget for the SchoolMAX team, and managed projects while performing new customer implementations. Even when resources were constrained and goals appeared to conflict, I built consensus/strong teamwork across departments.

Directed and supervised the National Help Desk team supporting 2 MAXIMUS SchoolMAX SIS Software products nationally. I developed standards and procedures to ensure high-quality Customer Service. Harris Computer acquired MAXIMUS school division on October 1, 2008

As the training contractor, I assisted in implementing SchoolMAX school management software (SIS) in districts nationwide, training them to navigate the software skillfully. I also acted as the Single Point of Contact (SPOC) for issues reported between districts and the Engineering team until resolution. Additionally, I assisted MAXIMUS with their Help Desk to standardize current processes and procedures.

At Avnet, I led a team of 32 local and remote employees across key areas, including IT Help Desk, Desktop Support, Asset Management, and Security. I was responsible for developing, implementing, and assessing operations, programs, policies, procedures, strategies, and goals to ensure efficiency and alignment with organizational objectives. Additionally, I managed a $3.1 million budget, overseeing financial planning and resource allocation for my areas of responsibility.I conducted quarterly visits to six remote sites, collaborating with internal departments and staff to enhance organizational effectiveness and streamline communication. In addition, I negotiated and administered vendor contracts and professional service agreements, fostering strong partnerships and ensuring value for the organization.My role also included approving software purchases and providing thorough documentation to ensure compliance with licensing agreements during annual software true-ups. This process helped maintain cost control and alignment with organizational needs.