As Vice President of Customer Success for Volan Technology, I am responsible for leading Volan’s customer success department. Providing exceptional business standards for the customer experience, team member development and financial performance. I support our customers as they transition from sales to active users of our products and services. I am focused on customer loyalty and building close long-term client relationships. Utilizing a blend of culture and business beliefs, I ensure unequaled customer service for those seeking to utilize Volan’s innovative solutions for workforce analytics.

Manage the operations and profitability of a two-state region with 22 locations and more than 130 team members including directors, sellers and line employees.- Directed strategies to grow and sustain Region’s sales, optimum efficiency, economy of operations, service quality and on-time service delivery.-Developed and mentored Directors of Event Technology- Restructured internet service systems at JW Marriott Las Vegas, increasing Internet-based revenue by 75%, reducing service failure credits by 90%.- Refocused customer service program, resulting in 36% increase in customer service survey scores, 130% increase in onsite sales and propelling the venue to the top spot in the region.- Negotiated contract with the Cosmopolitan of Las Vegas, winning exclusive rights for visiting entertainment and convention events, generating additional $4M annually, a 40% increase in revenue for PSAV.- Implemented key performance metrics increasing revenue by 11.4%, customer service scores by 35%, EBITDA by 17.6% and internal team member survey scores by 75% over prior year.- Preserved EBITDA during the client’s severe drop in revenue, resulting in venue EBITDA 4.5% better than the budgeted target.- Coordinated annual charity event, driving double-digit increases in revenue every year raising more than $700K after expenses.- Created a management discipline system providing structure for Sales and Operations leadership rhythm and synergy, enhancing alignment and efficiency across leadership teams.- Landed contract with the Cosmopolitan of Las Vegas to create, submit and obtain all required event permits, generating $1M+ in additional revenue.- Improved forecast efficiency and flow-through, improving regional EBITDA percentage by 7% year over year.- Refocused team activities and increased accountability resulting in consistent service score improvement across the region over past 5 years and achieving 100% account retention in 2019.

Assigned on contract to direct the event technology division at The Cosmopolitan of Las Vegas, a new venue on the Las Vegas Strip. Facilitated all hiring, policy implementation, procurement, client relations and day-to-day operations to obtain financial and operational excellence.- Managed contract as primary liaison with 60-person staff for overall operations management, staff development, revenue and P&L.- Analyzed the business model, developed an operational manual, and created Sales & Operations procedures and processes, driving 63.5% increase in modeled revenue and 31.3% improvement in modeled labor expenses.- Secured contract expansion for additional services including a 47,000 square foot event center.

Directed all event technology personnel at the Rio All-Suites Hotel and Casino on a contract earning yearly revenues exceeding $6M.- Executed a complete redesign of the event execution crews, cutting labor expenses, increasing accountability of employees and improving overall reporting and communication.- Reversed a sharp dip in survey scores and hotel satisfaction by enhancing client relationships, increasing client retention and positive feedback.- Integrated the Sales & Operations teams, improving operational efficiency, communication and customer satisfaction.- Coordinated 100+ personnel for the setup and tear down of the World Series of Poker, which generated revenues of over $2M for PSAV in a four-week span.

Led 30-person cross-functional team in managing the operations, sales, revenue and profitability of the Audio-Visual Production Plus department, spanning AV services, Production services, Décor and entertainment.- Created, produced and presented client proposals for services and participated with senior hotel leadership to build yearly operational budget.- Maintained relationships and participated in negotiations with local labor unions, I.A.T.S.E. local 363.- Coordinated across other hotel departments to ensure successful property events.- Integrated the Décor and AV functions, increasing revenue by 23% while reducing customer complaints to zero and increasing the percentage of décor contract successes by 90%.