Head of the customer service, success, and operations teams and manage all non-development operations of the company.

Providing business assistance to small businesses and non-profits in many areas including training, customer service, employee relations, accounting, marketing and business planning.

Managing a team supporting the company in process improvement, training, tool management, and data.

• Direct responsibility for all US post-sales operations including three distinct teams in merchant support, installation/technology and marketing.• Designed and implemented the US Salesforce and reporting processes for all teams.• Built and managed a nationwide team of 30+ remote workers from the ground up.• Instrumental in revamping all company operations along with the VP of Sales and CEO.• Created company-wide training on all new processes.

• Designed, staffed, and trained on an entirely new structure for the both front and back of the house customer service teams• Oversaw individual department and overall clubhouse budgets averaging over $280k monthly.• Restructured management team, including the creation of 4 positions to allow for expansion to multiple locations.• Created a 3 day intensive new-hire training for business team employees including interactive, project based, and lecture-style elements• Managed all day-to-day responsibilities for both business and training team of 34 employees

• Instrumental in transforming the Crackerjacks from a 2 person team at the time of Fab’s inception into a 70+ person global operation delivering best-in-class service. • Collaborated with team leads to create a two week training program to teach incoming Crackerjacks about internal processes and how to interact with customers, a 600-slide deck, daily quizzes and group exercises, and two exams. Administered trainings to 6 groups of new recruits in preparation for the 2012 holidays.• Established ongoing trainings at weekly team meetings to ensure effective communication process changes and company-wide announcements. • Spearheaded the creation of multiple specialized processes including fraud management, returns management, and supplier issue resolution in Fab's New York and Berlin offices. • Evangelized Crackerjack efforts to other departments at Fab, including the establishment of “Crackerjack Tours”• Created and managed weekly and monthly customer service reports on over 60 data points for use across Executive and Operations teams.

• Was personally requested to join teams that hit unforeseen complications and needed a “fixer.”• Oversaw numerous projects in multiple departments, coordinating up to 45 employees at a time.• Assisted in training for four separate teams• Created new processes for video procurement and asset management

• Managed 5 separate businesses with over 50 employees• Ran a multi million dollar annual budget.• Created and oversaw all aspects of H.R., office administration, account management, technology, contracting, training, investments, etc.