EssEff studios produce the following:- Voice-over acting for animation, video games, commercials, and instructional projects- Realistic scale model accessories for 1:12 model photography and videos. - Hand-made wooden folk art

• Spearheaded contract negotiations and client communication, achieving a 95% retention rate.• Led cross-functional teams to deliver solutions within budget, staffing, and technology constraints.• Identified upselling and cross-selling opportunities, resulting in a 20% annual increase in revenue.

• Project managed the successful launch & establishment of a 24/7/365 client-facing operations team of 25 employees in 4 worldwide locations known as The Solution Center in under 4 months• Post-launch management of the Solution Center Product and employees. Responsibilities included: - Management of employees (selection, orientation, training, coaching, performance management) - Coordination of physical fulfillment - Client desktop support operations intake & triage of cases surpassing KPI - Incident management of over 200+ cases per week - Long-term IT problem resolution process creation and implementation - Regularly present technical and process updates to Senior Staff - Strategic planning, directing, and support of long-range IT/IS Problem resolution• Implemented an automated communication process to convey system/server health to 100+ clients as updates develop• Implemented and improved project tracking mechanisms to reduce re-work by 20% • Streamlined and improved company process on IT Problem intake/work/release/communication in 4 months while reducing project completion time by over 20%• Designed and implemented cross-training programs for agents to advance their knowledge and abilities outside their current teams, leading to 3 promotions and 4 title changes• Analyzed operational data to identify insights and opportunities for process improvement, leading to a reduction in incident/project contacts required by 18%• Implemented ServiceNow as the primary CRM tool increasing client satisfaction by over 20%• Performed regular resource forecasting to ensure project completion/correct allocation

• Established and managed a multi-tier operations team of 12 employees• Vendor Support team assists clients and 3rd parties with tracking order issues, incident facilitation, and fulfillment/warehouse inquiries• Creation and curation of over 300 unique pieces of employee training documentation; including client, 3rd/4th party vendor, and internal processes• Management of 50+ large projects to convert client websites from being hosted, to being an integrated self-hosted API solution• 300+ Successful product launches and over 100 new client onboardings across dozens of countries and 100s of locales• Partnering with clients and vendors to create and provide training, enhancements, and process documentation to manage small projects

• Managed a team of 9 who coordinate worldwide operational coverage of the top 70% of clients (Including HTC Microsoft, Samsung, Cisco, Logitech, Adobe, Autodesk, VMware, Code42, and LG)• Implemented a career-growth checklist to encourage and provide employees with the steps needed to advance their careers within Digital River leading to 2 promotions and 1 title change• Created and curated 150+ articles of process documentation for site, client, and fulfillment operations• Implemented an Agile process to stack rank department tasks in such a manner that would allow client operations to maintain control over workflow priorities without disrupting work of other teams• Analyzed operational and financial data to identify business insights and opportunities for resource growth and process improvement while also performing business analysis and guided Operational best practice

• Managed a team of 5 who coordinate shared coverage of the top 70% of clients (Including Microsoft, Samsung, Cisco, Logitech, Adobe, Autodesk, VMware, Code42, Pitney Bowes, HTC, and LG)• Defined, implemented & optimized global, direct-to-consumer, business-to-business, and small-to-medium business operational strategies for Digital River's marquee enterprise client• Working directly as a partner with the Microsoft management team on the day-to-day site operations• Tracked and analyzed reports to determine and implement site & process improvements• Partnered with various departments to communicate new improvement plans and expectations

• Defined and optimized global, direct-to-consumer online strategies for our enterprise client (Microsoft) while ensuring precise adherence to e-commerce and online marketing best practices• Established high-performing programs and services as standard practice within the organization• Maintain and strengthen client relationships through problem resolution• Pitched, implemented, and optimized new programs to increase sales and margins (Avg growth 17% YOY)• Managed client expectations & relationships around store operations and resource allocation

• Supervised a team of 4 members who are responsible for the coordinated worldwide coverage of all clients• Coordinated with the Account management team to take their marketing strategy and documentation, and turn it into a deliverable solution quickly and efficiently• 32 different tools created and delivered to the production environment for general use by clients• Transitioned clients to a new in-house CRM tool through multiple coordinated internal projects• Developed tools and reporting to better track metrics and show productivity of team members• Performed quarterly site analysis with developers to increase site performance and usability

• Intake chargeback reports from various credit agencies• Work with credit agencies and various teams to verify order information to a satisfactory resolution• Coordinate with shipping companies worldwide to process customer documentation and fraud claims

• Field inbound calls and emails from shoppers that had purchased an item from a Digital River client• Managed a project to map how agents tracked issues so that reporting would be consistent

While working for MinnComm/SBC Global I was a sales representative that was in charge of consumer sales and business upkeep. I would assist in getting new pagers sent to business' as well as maintaining our retail space.

Working in this position I was responsible for running and qualifying the Rapid Thermal Anneal machine on a nightly basis.