Responsible for improving performance and cost in key segments of the shipment lifecycle, as well as iterating on the operational model used to support Convoy's shippers and carriers.

Responsible for the implementation of new customers into normal operations - Managed a team of implementation program specialists acting as operational owners for portfolios of new shipper accounts. Tasked with providing flawless service while structuring work and expectations in a way that allowed new customers to scale into standard Convoy levels of service

Responsible for building customer-focused operations team and work structures for weekend support from the ground up.

Client Accountability - Responsiveness-driven client partnership, working with folks at all levels of organizations (entry to c-level) to provide optimum product and service support.Project Management - managed the process and completion of several projects, including responses to RFPs, client on-boarding, program development and various implementations of reporting data.Telling the story - regularly responsible for building and modifying marketing and training collateral for the purposes of developing new business, training sales, service and operations teams and telling the story of product/program success.Adaptability - constant need to learn new and technical concepts and skills in order to understand and provide support for an incredibly complex product set, and help develop the use of that product set across dozens of client use cases.Reporting and Monitoring - not afraid to gather and dive into a data set. Assigned to a number of projects requiring understanding how to get, manage, interpret and present data to internal and external stakeholders.Rebuilding - developed a reputation for fixing and growing on broken processes, workflows and relationships. Work hard to empathize with needs and situation while providing a productive, outside perspective on any situation.

Responsible for a small team of Campaign Managers and writers, as well as a portfolio of 2500+ small to medium sized business's online advertising campaigns.- Management of a growing portfolio of advertising campaigns for SMBs and building operational relationships with VIP reseller clients.- Building a new call generation product, utilizing 10 years’ worth of online advertising data to guarantee call outcomes on a category-by-category basis.- Responsible for 40% growth in desirable-outcome calls since taking over management of portfolio.- Built reports, monitors and daily scorecards in SQL to monitor performance and set goals towards KPIs.- Managed tools to predict call outcomes based on historical performance data and manage monitoring of call quality optimization performance.

Responsible for the day-to-day operations of a team of Campaign Managers and Copy Writers.- Responsible for a portfolio of 2,500+ advertising campaigns for SMBs with paid search click and click-to-call KPIs.- Rewrote 5 years of existing business rules for client with oldest relationship with Marchex, salvaging the relationship and incentivizing the reseller to remain a Marchex paid search client.- Built client relationship resulting in exponential increase in expected business in Q1 2014, with over $400k in revenue/month expected ($90k/month currently).

Responsible for search engine marketing program management across a portfolio of 1,000s of small-to-medium sized businesses. Regular duties included-landing page design and creation-writing and QAing ad copy on many platforms, including web pages, paid search ads and display ads-managed workflow creation and monitoring for teams of offshore partners-optimization of paid search programs, requiring deep analysis of individual business performance as well as aggregate performance across verticals and geography