• Program Development: Successfully launched and managed day-to-day operations for seven distinct client support programs, assisting companies and users utilizing the social media company’s family of apps and services for marketing, advertising, and communication; As the lead for Quality and Training in North America, collaborated with counterparts in other regions (EMEA, APAC, LATAM) • Data Management and Analysis: Utilized Tableau and Microsoft Excel for data visualization and business intelligence, providing ongoing insights to inform program development • Recruiting and Hiring: Developed and formalized an extensive employee hiring program with a focus on technical recruiting that was successfully applied across multiple programs• Cross-Functional Leadership Development: Provided coaching, guidance, and mentorship to global teams consisting of Senior Process Executives, Team Leads, Quality Analysts, Reporting Analysts, and Trainers; Developed and delivered a comprehensive and ongoing Leadership Workshop benefitting all new members of the leadership team• Proofreading and Editing: Assisted Senior Process Executives tasked with crafting support e-mails and chats using “The Company Voice”, meeting quality standards, and focusing on content strategy• Sales Support: Partnered with Client Solutions Managers in support of Tier 1 clients, providing direct support for operational requests, technical issues, and financial matters• Vendor Relationship Management: Partnered with Program Managers via syncs and weekly business review presentations to drive success in KPIs such as CSAT, Quality, Initial Response Time, and Total Resolution Time • Change Management: Epitomized the “Move Fast” mentality while aiding in successful transitions such as the move to Agent Specializations, launch of a Global Queue structure, and rolling out chat support

• Marketing Consulting: Engagement included competitive analysis, social media posting, and reporting analysis• Content Creation and Curation: Copywriting and implementation of marketing strategy for all major social media platforms • Brand Strategy: Conceived a full brand strategy including visual branding tied to the company’s launch in Austin

• SMB Consulting: Consulted with small business owners to build customized marketing program solutions • Outside Sales: Utilized Salesforce, prospected, cold called, and canvassed a territory to network and gather leads• Client Relationship Management: Onboarded clients and provided direct support to drive program engagement

• Sales and Service Call Center Management: Trained and developed a team of Tier 2 agents providing customer support in a 1,500 employee sales and service call center operation using Aspect eWFM and Cisco technologies• Performance Management: Four time winner of the Customer Solutions Top Manager Award based upon team stack ranking performance in contact center metrics including Quality, CSAT/MSAT/NPS, Utilization, Schedule Adherence, AHT, and Case Compliance • Training Program Development: Partnered with a group of exempt level managers to develop a “Success Academy” training program designed to ramp agent development in the first ninety days in production• Project Leadership: Named as point of contact on a development project for a new FCR metric, working with senior managers and a cross functional team to research tools and develop a reporting solution action plan• Community Service and Fundraising: Coordinated and managed team events to raise funds and charitable donations for non-profit partners and the Heroes at Home Program.• Cultural Transformation and Change Management: Developed strategies to facilitate ease of transition for organizational and culture changes including presenting on CSAT/MSAT metrics at the site and enterprise/network level and being awarded with the “Wow” Quarterly Recognition Award for these efforts

• Professional Services: Designed an extensive business consulting portfolio inclusive of offerings on enterprise-wide aspects for telecommunications industry partners’ training, operations, and customer support environments• Sales and Client Account Management: Supported client accounts and sales of Pace’s business consulting engagements, management systems, software as a service (SAAS) solutions, and professional services for multiple clients with call centers in Europe, Asia, and Australia• Project Management: Evaluated options for the consulting group’s preferred project management methodology and software preference taking into account PMI standards, workflow capabilities, and resource management• Business Analysis: Performed enterprise level ROI analysis and analyzed solicited business materials key to the sales cycle including RFP, SOW, Data Request, Operational Assessment, and Proposal documents • Customer Success Management: Engaged on projects for partners with an eye towards providing solutions positively impacting customer experience and key call center KPIs such as CSAT, Quality, FCR, and AHT• Data Analysis and Process Improvement: Identified process improvement opportunities and solutions through the design and execution of value stream and data analysis plans including training program redesigns, field technician program analysis, contact center benchmarking, SWOT analysis, and process mapping• Enterprise Software Requirements Analysis: Wrote use cases and user stories for CMS and SMS, Pace’s enterprise level management systems/SAAS solutions

• Technical Support and Sales Management: Trained, developed, and coached a team of technical support and sales representatives in support of AT&T's mass-market U-Verse triple-play of HSIA broadband data, VOIP, and IPTV media services• Leadership Training: As a senior supervisor, tasked with travel to new sites for training and mentoring exempt level supervisors and team leads on management responsibilities, best practices, and expectations• Business Analysis and Solutions Assessment: Performed ongoing data analysis, utilized the DMAIC improvement cycle, and fronted implementation of operations procedures that would drive down cost and improve performance in KPIs such as CSAT, Callback Rate, AHT, and Quality • Learning and Development Path Creation and Coaching: Created and conducted a formal process for screening, interviewing, and providing development feedback to candidates for internal leadership positions • Cross-Functional Project Team Leadership: Applied Six Sigma methodologies and led a cross-functional team of exempt level managers and analysts in Kaizen project inception, planning, and successful completion of the center's Employee Performance Recognition Program benefiting over 400 employees• Application and Software Development: Provided documentation and system analysis for application development and CRM software releases• Quality Program Management and Vendor Relations: Partnered with Vendor Managers and provided enterprise level consultation to improve the Quality Program through data analysis and action plans for site improvement• TL9000 Auditing: Reviewed processes and documents to insure compliance and maintain site certification• Workforce Management: Supervised a group of Escalation Desk personnel, monitoring their performance in managing Service Level, Staffing, AUX, Utilization, and Average Handle Time using Avaya and Verint

• Training and Development: Designed and implemented training programs to improve staff’s skills in the areas of customer service, point of sales, and operations.• Business Analysis and Operations: Engaged on a complete assessment for gaming and entertainment operations and designed an all-encompassing operations and financial reporting strategy for a hybrid gaming and bar/restaurant concept • Technical Project Management: Planned and executed deliverable objectives for system-wide network upgrades; Collaborated with a cross-functional team of IT, Q/A, and Operations staff to devise and implement life cycle solutions for bug reporting, system maintenance, and deployment across multiple sites• Operations Analysis and Remote Management: Remotely managed help desk support and trained a team of system administrators providing multi-channel technical assistance for a multi-unit network of gaming centers• Client Relations and Stakeholder Analysis: Managed account relationships and acted as main point of contact with upper management and government executives on stakeholder initiatives, successfully presenting on and gaining buy-in for marketing and business strategies• Financial Database Management: Managed transaction processing with a unique debit card system, oversaw account creation, and ensured accuracy of account balances and financial reporting with Microsoft SQL Server.• Management Leadership: Provided coaching and leadership to managers and a 40-person staff in a unique bar/restaurant/gaming entertainment facility• Advertising Sales: Engaged with local small businesses generating leads and selling a new form of in-game advertising