o Responsible for the day-to-day operation and management of US Implementation Services, Support Services, Payroll Operation and Payroll Tax teams. Ascentis was acquired by UKG in 2022, at which time focus has shifted primarily to Support Services and transitioning customers from Ascentis to UKG services and technologies. o Established and achieved significant improvement in Response Times, Resolution Times, OSAT/CSAT and case backlog. o Rapidly operationalized after-hours support offerings.

Ascentis is a workforce driven human capital management technology company. As the VP of Client Operations, I lead the Professional Services, Integration Services, Client Support, Payroll Tax and Operations teams.

o Presented quarterly business review content to executive leadership and board members to provide a health update on various areas of operations. Data analysis to present trends and opportunities for continuous improvement.o Responsible for the day-to-day operation and management of US Services and Client Support teams. Through acquisition Sovos expanded from North America into Europe and Latin America and the strategic decision was to enable centers of excellence in each Region with me managing all US bases Services and Support activities. In addition, I acted as the Global Practice Lead for our support teams through a matrix management structure ensuring all global teams leverage Sovos best practices. o Managed client experience from initial sale through implementation and ongoing support and/or managed services. Key driver of process implementation and improvements, leveraging Salesforce, JIRA, Confluence and other tools.

Expanded role includes all U.S. Client Support & Compliance Services. In this role I acts as the Global Practice Lead for Client Support for global Sovos organization.

Responsible for the day-to-day operation and management of the Client Support activities for Sovos 1095/ACA, 1099, AEOI, Beverage Alcohol, Invoiceware, Sales & Use Tax, SME and VAT product markets. Manage Client Support teams in Colorado, Georgia, Massachusetts, Minnesota and Brazil. Drive constant improvement and dedication to process management, automation, and scalabilitySupport the marketability of Convey’s products and services by assisting the technical staff and identifying areas of concern and areas of possible non-compliance riskAssist the Product Manager staff in identifying specific problem areas within existing software and identifying new products and solutions

Responsible for the day-to-day operation and management of the Client Support activities for Sovos 1095/ACA, 1099, AEOI, Beverage Alcohol and SME product markets. Manage two Client Support teams in Boulder, CO and Minnetonka, MN. The teams consist of Tier I, Tier II and Tier III (Solution Engineer) personnel. Drive constant improvement and dedication to process management, automation, and scalabilitySupport the marketability of Convey’s products and services by assisting the technical staff and identifying areas of concern and areas of possible non-compliance riskAssist the Product Manager staff in identifying specific problem areas within existing software and identifying new products and solutionsResponsible for all activities related to the support team including the hiring, team and personal performance objectives, performance reviews, training, time off management, and career path management.

Responsible for the day-to-day operation and management of the Client Support team which consists of Tier I, Tier II and Tier III (Solution Engineer) personnel. Meet and exceed client support metrics including phone and case resolution metrics.Drive constant improvement and dedication to process management, automation, and scalabilitySupport the marketability of Convey’s products and services by assisting the technical staff and identifying areas of concern and areas of possible non-compliance riskAssist the Product Manager staff in identifying specific problem areas within existing software and identifying new products and solutionsResponsible for all activities related to the support team including the hiring, team and personal performance objectives, performance reviews, training, time off management, and career path managementKey achievements: ∙ Implemented new case categorization schema for Client Support SalesForce cases which provided critical data points for the organization to better plan and respond to clients’ needs.∙Reduced the level of chaos in peak January season through improved responsiveness to client calls and having the appropriate resources working the appropriate tasks. ∙ Improved Client Support structure for peak season which resulted in dramatically reducing hold time for Convey clients. Average Hold Time for clients was reduced from 12 minutes to 14 seconds.

Convey (Currently Sovos) is poised at the forefront of the rapidly growing on-demand SaaS industry. Responsibilities include, but not limited to:•Create, track and manage projects of various sizes ranging from one to nine months in duration•Act as primary point of contact (POC) during the implementation process for the customer•Document entire implementation process including project plans, milestones, new software and business requirements, and issue lists•Perform a seamless, documented and thorough transition of the customer from the implementation phase to account manager and managed service or support departments•Provide continual status reports concentrating on schedule, deliverables and project risks•Work with various internal departments to ensure all tasks are completed in accordance to the project plan•Develop customized project plans depending on the needs and complexities of the customer•Identify and implement improvements to processes, documents, tools, reports, etc. to benefit the new customer implementation process

Syngenta is a world-leading agribusiness. Syngenta is committed to sustainable agriculture and farming with future generations in mind. Syngenta has is dedicated to raising productivity through innovative research and new technology. As an NK Sales Account Specialist I am responsible for the account management activities in the Heartland North District. Providing superlative support in the Customer Care Operations department in the Syngenta Seeds Corporate headquarters in Minnetonka, MN.

GEARWORKS, INC. The company develops wireless and web-based mobile applications that help businesses improve their services at the point of delivery. Customer Care / Technical Support ManagerManager of Customer Service Operations for Corporate Headquarters based in Eagan.Accountable for ensuring Service Level Agreements were met.Ensure management processes are in place to enable timely resolution to customer issues and making sure product deficiencies are properly scoped and escalated to Development and key members of the Executive Management team. Formal review and reporting of Call Center incidents.Developed a thorough understanding of the company’s mobile handset GPS technology and propriety software (SaaS model).

DC GROUP, INC DC Group supplies and supports Critical Power Systems – including UPS, Rectifiers, Diesel Generators, DC Plants, and Transfer Switches for customers worldwide. Director of Operations Director of Operations for the Corporate Headquarters based in Minneapolis with the objective of maintaining an effective service plan, providing contract sales support, implementation and maintenance of the service model.Facilitation of company procedures in accordance with ISO 9000 2001 standards. Senior Staff member directly responsible for the day-to-day operation of the company’s most critical operating departments; Human Resources, Accounting, IT, Account Management (Call Center), and Field Service Engineering. Responsible for formulating corporate policy, business plans, and ISO 9001 management processes to enable success in a competitive business environment. Primary company liaison for key National Accounts.

COLORSPAN/MACDERMID Now owned by HP.A public company that designs, manufactures, and markets large-format digital color printers worldwide through resellers and distributors.Director of Technical Services for the Americas, Pacific Rim, and OEM’s.Head of the service and support to the sales organization before, during and after the sales process.Manage the Call Center with in-bound calls averaging 80 calls per day. Provide direct assistance in resolving escalated technical issues on MCS products. Leader in providing accurate factual feedback to the rest of the organization to ensure the MacDermid ColorSpan Senior Management Team is aware of developments and issues as they pertain to our products and customers with the overall objective of improving the product offering.Work with VP of R&D and provide feedback and direction throughout the development stages of new product offerings.

Head of the service and support to the sales organization before, during and after the sales process. Manage the Call Center with in-bound calls averaging 80 calls per day. Provide direct assistance in resolving escalated technical issues on MCS products.