NAVEX Global:Advisement and implementation of Governance Risk and Compliance SaaS solutions for Fortune 100 Companies.• Partnered with customers and used proven consulting methodologies to strategize, design, configure and successfully deploy SaaS-based Policy Management Solutions• Strategically aligned solutions to protect client organizations from adverse risks, enhance employee relations, and safeguard brand equity and shareholder value based on industry best practices and specific company needs• Required extensive knowledge of business process management and SaaS delivery modelsAlign Technology:Hired to consult and implement various aspects of the new Retail (DTC) division and support the Launch the first Invisalign Retail Stores.• Created Retail Training & Development materials as well as facilitated the first customer-facing team prior to the launch of the first Invisalign Retail Store in San Francisco.• Over the following year, 12 new retail locations launched bringing in thousands of new customers and tens of thousands of new leads.At netEffective Consulting, we help people solve common and often misunderstood problems within Tech Startup companies. We are passionate about creative problem solving to ensure people and organizations are operating at peak efficiencies, and leave our clients with the peace of mind that they can now focus on what they do best. Whether you need to optimize your Salesforce KPIs & Dashboards, need to increase your customer’s NPS score, or create Sales/CS training material, netEffective Consulting has a decade of experience successfully solving some of the most influential and fast paced tech companies in Silicon Valley; and now expanding to Portland, OR. Please reach out to sean@neteffective.org for additional information.

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Awarded Top 10 Worldwide Sales Manager by CEO, Elon Musk, for outstanding sales achievements in 2015. Managed all aspects of sales, operations, and customer experience in order to achieve commitments and surpass regional goals- Authorized marketing strategy, charging infrastructure, retail development, and delivery processes for the region- Drove revenue growth by acting on customer experience survey data, monitoring sales pipelines, and coaching sales team - leveraged CRM tools (KPI analysis) to identify trends and shape strategy- Successfully managed and developed 20 direct reports by creating an environment of transparency, collaboration, and feedback - fostering a team culture of trust- Led cross-functional teams to make data-driven improvements by facilitating process improvements and deploying new systems for issue resolution- Spearheaded guerrilla marketing campaigns and event partnerships that resulted in the highest lead capture growth Worldwide- Designed and executed a customer communication strategy that led to top 5% Worldwide NPS / customer experience score - established new CX best practice standards with Business Intelligence and Sales Analytics teams- Led Federal Plug-In Electric Vehicle Credit and California Clean Vehicle Rebate Projects - worked with Chief Counsel and VP of Regulatory Affairs to qualify Model S for the two most financially significant incentive programs ensuring over $800M of customer savings by the end of 2014. These efforts helped Tesla surpass Nissan as the best-selling electric vehicle in the United States in 2015.

Customer experience leader who devised customer service initiatives that provided support for Tesla vehicle owners, the entire North American Model S & X reservation queue, and all service center/retail store clientele.- Maintained cross-functional communication with Sales, Marketing, Delivery Experience, Production, Legal, and Business Development teams to drive process change and improve the customer journey - Customer advocate (VOC) during weekly meetings with VP of Worldwide Sales and Service in order to modify and streamline global policy - yielding top rankings for customer satisfaction in the automotive industry - Designed preliminary roadmap for scaling all customer facing teams prior to Tesla Model S release: Inside Sales, Delivery Experience, Technical Support, Roadside Assistance- Led the entire company in “cancellation saves” and wrote the training materials for this best practice- Identified possible financially flawed programs before being released to clients and public, saving the company millions - worked with Directors, VPs and CxOs to identify future areas of financial and process improvement opportunities.- Collaborated with CTO, Director of Battery Engineering, and Senior VP of Sales and Marketing as VOC to create response strategies for widely published negative press during period critical to company viability- Relied upon to handle escalated, challenging, and ambiguous cases brought to the attention of the executive staff - efficiently addressed the emotional component of customer concerns, especially when delivering difficult news

LA County & Twin Towers Jail overseen by Michael P Maloney; my forensic psychology and mental health law mentor. FBI would both provide training as well as receive reports of our projects and objectives.