*Built a comprehensive and strategic SEO strategy tying together big ideas/concepts in ways that engage customers and elevate our content in the competitive ecommerce marketplace landscape.*Built a successful process to deliver product builds acrost Channel and ecommerce while product is in production to increase profit margins and use warehouse space more effectively.*Work closely with Account Manager and over 25 different ecommerce with different expectations and build templates/requirements to achieve account, SEO and Personal expectations for best customer experience.*Technical Account Manager for onboarding new Client.*Participated in creative concepting with brand, UX, strategy, and creative teams and then be able to present (and sell) ideas in a clear voice with a strong point-of-view that aligns with brand and business objectives.*Lead multiple teams of content writers and project Managers with clear actionable deliverables and workflows.*Build and oversee content requirements and create a clear content strategy framework with deliverables across the life cycle of a project, leading the effort end-to-end. This includes everything from content audits/gap analyses, to developing content strategies and roadmaps that align to stated channel partner objectives.*Developed lightweight, repeatable processes, workflows, and content templates that keep your team nimble and successful.*Expertise applying SEO best practices to write original copy that includes effective keyword placement, social media engagement strategies, and best practices

• Account Manager for all new product features and upgrades requests.• Point of Contact for all customer and account issues. • Work closely with client to customize and deliver product to work to their needs from start to finish.• Work with all accounts and departments to determine requirements and expectations are met.• Work closely with QA, Engineering and other departments on delivering on time.• Point of contact for all accounts.• Development of Technical and Customer Support department from the ground up.• Propose, test and present new ideas and solutions

* Managed 1.5 million dollar budget.* Developed a successful new line of business called CaptionCall.* Built and managed 3 distinct technical support departments, with a combined workforce of over 50 + employees.* Designed and built Proofs of Concept (PoC) for our products.* Grew active customer base by 20%, business client base by 30%, and increased customer satisfaction by 20%.* Managed all corporate Accounts including pushing new firmware and updates to ensure compatibility with other network devices and settings.* Testing new firmware in the corporate world before releases* Work closely with QA, and Enginering Departments on new areas of concerns and ways to mitigate the risks.* Responsible for writing technical content install manuals for all corporate firewall configurations.

* Provided ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes necessary to improve the level of quality and efficiency as measured by client's key business indicators (Cost per Call, Occupancy and Service Level). * Utilized specialized software tools to manage and forecast staffing levels for multiple call centers. Map DNIS and Split Skill call routing solutions to increase Customer Service Performance and First Call Resolution.* Modeled staffing needs of multi-contact centers (inbound and outbound) based on efficiency, budget and service metrics. * Built and managed the Operations Support Center which provides intra-day forecasting, real time priority call routing, scheduling, and staffing enterprise wide.* Designed and implemented process to enhance forecasting accountability.* Built strong relationships with our vendors such as MSN, Dell, and Sprint to ensure long lasting relations.