Lead an organization of client directors who owned relationships/programs with OEMs and carriers. Head program management, KPI management, and new product/program launches.- Negotiated contracts (renewals, new product offerings) which led to 100% client retention rate- Worked with internal/external teams to ensure program success, meeting and exceeding contractual KPIs: store teams to ensure proper protocols were followed, and project management teams, marketing, analytics, and finance.- Worked with executives to create strategic vision for new business development opportunities. Increased partner programs by 25% with diversified repair product offering

Led team of 15+ employees conducting IW/OOW repairs on major appliances in partnerships with OEMs. Owned the relationship with OEM as the main PoC.- Built new functionality, Major Appliance repair, within the organization and conducted business development to attract new OEM partnerships.- Successfully led team to nationwide expansion with Samsung by hitting KPIs at an accelerated rate.- Trained successor in Asurion as new team was brought in to lead expansion and develop at-scale operations.

Upon acquisition of UbreakiFix, led the distribution of new 600+ van network to run remote repair operations; worked with banks/fleet management companies to lease vans, upfit them and deploy them out to the field.- Led implementation of new OEM testing processes in our Same-Unit-Repair space, increasing repair success rate by 10%.- Worked with engineering team to develop proper tool placement in vans to maximize space requirements.- Developed training materials to all technicians in the field to understand new /refine existing processes.

Led journey team focused on optimizing the Same Unit Repair (SUR) product offering for both AT&T and Verizon. Created detailed strategic recommendations based on customer research, data analysis and operational capabilities - presented to senior leadership and leading an executional team toward operational excellence.- Increased, and tracked toward exceeding, Remote Tech scheduled rate KPI for Verizon through testing, iteration, and implementation. - Spearheaded data initiative to create next-generation dashboards and reporting capabilities.- Expanded technology team capabilities to streamline development processes, creating a best practice that has been replicated by other journey teams.- Led projects and initiatives as part of the New Product Strategy and Testing team focused on expanding product and channel offerings through research, testing and strategic analysis.- Defined initial strategy for modular, re-usable Whole Home extended service contract (ESC) program.- Identified and developed a toolset of traditional and digital assets to capture carrier store sales representatives’ mindshare while educating and reinforcing Asurion product offerings.- Created, piloted, and launched mentorship circle program for Product organization; Currently partnering with leadership to expand program companywide.

Led Central Services Team, which provides all sales and product operations, client relationships management, project management, data analytics and marketing insights companywide. Consolidated and analyzed data points to provide detailed strategic recommendations to customers and senior leadership. Championed cross-functional initiatives and oversee timelines, metrics scope and budget. Maintained close customer relationships to develop horizon strategies as well as solicit feedback and solve issues. - Championed data quality and operational discipline initiatives to consistently deliver client-specific KPIs.- Led innovations team to generate new, out-of-the-box ideas to improve processes and outcomes.- Seamlessly integrate new product offerings to existing internal and external reporting.- Lead research initiatives in multiple markets to prove ROI to customers and external stakeholders.- Lead corporate system changes in all offices – enhancing business continuity.- Negotiated agreements and work with legal team on contract procurement and grant proposal.

Drove customer implementations by connecting cross-functional teams to keep projects on time, on scope and on budget. Developed go-to-market strategies, including market research, statistical analysis, and ROI. Defined and managed customized project implementation timelines to maximize resources. Managed field implementation teams to prove ROI and ensure customer requirements were met and/or exceeded.- Implemented companywide CRM to provide complete business visibility.- Defined problem escalation/corrective action process to keep projects moving smoothly.- Customized corporate databases to ensure data quality and validity.- Created data processes, self-service tools, and detailed reporting for all internal and external stakeholders.

Lead operations team, aligning team goals with corporate initiatives. Managed complete IT systems change, transitioning into high-definition broadcasting. Maximize team productivity through mentoring, coaching and technical training. Create and implement contingency plans for continued operations. Make instant on-air decisions and lead strategic planning efforts for long-term initiatives. Negotiate contracts and services. Manage cross-divisional teams, building relationships for continuous process improvement.

Director for the NBC affiliate in San Antonio, TexasDirected operations staff of 10-15 employees for a top 40 market DMA. Managed schedules and intern program from initial hire to program completion. Acted as Department Manager-In-Charge in supervisor’s absence. Directed fast-paced newscasts.