In addition to Customer Success Manager Duties:o Worked with engineering to create a streamlined ticketing process and template for customer facing bugs and enhancements in ZenHub and Jirao First level technical troubleshooting when product issue is reported. Includes testing and gathering necessary details from customers and Customer Success Managerso Facilitate weekly meetings with engineering to discuss open issues, gather statuses, and communicate to and from the engineering team and customer success teamo Manage feedback loop between Customer Success and Engineering for customer enhancements and bugso Help to provide engineering a customer-facing understanding of bugs and enhancements, and provide feedback on product developmento Assist engineering with QA testing as neededo Facilitate regular Live Zoom sessions for customers with the VP of Product to inform of new product launches, key enhancements, and upcoming development pipelineo Manage HelpScout inbox and helpline calls/messageso Work closely with Customer Success and Engineering to identify key product enhancements based on customer and Customer Success Manager feedback

o Work closely with sales team to coordinate pilot accounts from setup, onboarding, implementation, and trainingo Coordinate and facilitate onboarding, implementation, and training calls with customers and necessary company personnelo Personalize SOPs and rollout plans with customers for maximum company adoption and realized valueo Train customers on platform use, tracker use, and tracker install when needed during onboarding and enhancement rolloutso Personalize customer training for all levels of rollout (shop, field, and office). Provide creative training solutions such as video or Zoom calls to ensure availability of training to all customerso Coordinate customer Project Management, ERP, and OEM integrationso Complete Asset-Tracker match for implementation and correct hardware countso Complete addendum contracts for added or removed hardwareo Work with warehouse to ship accurate hardware in coordinate with customer implementation and addendumso Coordinate customer tracker install training if self-installing or on-site field implementationo Work closely with implementation team to coordinate plans and scheduling for on-site install of hardwareo Troubleshoot tracker and software issues with customer and Tenna development teamo Respond to customer tickets through HelpScouto Contributed to rollout of project management SOPs and adoption using Trelloo Continuously check-in with customers via phone calls or emails to ensure their rollout is efficient and effective, and provide any necessary assistance to facilitate company adoptiono Work with marketing on updating or creating Knowledge Base content based on current software and hardware functionality and customer needs

o Completed more than 300 personalized onboarding/customer callso Helped approximately 900 customers through HelpScout tickets, from basic support questions to in-depth deliverability or campaign process questionso Completed customer campaign reviews and analysis of customer sales processes to identify areas of potential automation, improvement, and deliverability red flagso Created a deliverability training and deliverability FAQ to ensure customers had the best possible deliverability. Worked with customers to identify deliverability issues and ways to overcome themo Completed weekly live trainings via Crowdcast, focused around deliverability training, open Q&A, and onboardingo Analyzed churn metrics in Profitwello Worked in conjunction with management and support team to handle customer billing concerns and escalationso Worked with marketing to identify areas of opportunity for content creation/supplementationo Worked with management to set billing policies for consistent customer interactionso Worked with marketing and management to identify potential customer success stories and complete case studies

o Manage a team of 3 – 5 virtual assistants in multiple countries o Work with clients to develop personalized marketing strategy to maximize client ROI and engaged leadso Continuously work with operations to evaluate current processes, and design and implement improvements as needed for streamlined operations, cost utilization, and increased client resultso Work with other customer success managers and director of operations to identify IT issues, brainstorm ways to resolve issues, and implement necessary strategies to overcome obstacleso Worked successful campaigns with clients in multiple countries with strategies needed in multiple disciplines including legal, technology, business and personal coaches, content writing, and moreo Developed accounting system in Invoiced to streamline accounting for both Lead Cookie and clients. Worked with strategy and sales to create customer invoicing as necessary, and worked with clients to ensure accurate and timely billing. Rectified any billing issues

o Master’s degree internshipo Provide wrap-around mental health services in substance abuse outpatient settingo Individual, Family, Couples, and Group Counselingo Maintain client confidentiality relating to treatmento Promote mental health via collaborative process with clients through mental health assessments, diagnosis, goal setting, and treatment planningo Crisis assessment and stabilization, including contacting necessary agencies in case of emergency o Act as client advocate through connection of clients to community and medical services, as necessary, including emergency housing or mental health services and psychiatric serviceso Collaborate with substance abuse counselors to evaluate client needs and to ensure treatment planning is personalized to each individual cliento Maintain clinical records in-line with industry standardso Stay current with professional ethical guidelines and industry research through reading peer-reviewed research, continued supervision, and participation in continued training

o Master’s degree internshipo Provide wrap-around mental health services in substance abuse outpatient settingo Individual, Family, Couples, and Group Counselingo Maintain client confidentiality relating to treatmento Promote mental health via collaborative process with clients through mental health assessments, diagnosis, goal setting, and treatment planningo Crisis assessment and stabilization, including contacting necessary agencies in case of emergency o Act as client advocate through connection of clients to community and medical services, as necessary, including emergency housing or mental health services and psychiatric serviceso Collaborate with substance abuse counselors to evaluate client needs and to ensure treatment planning is personalized to each individual cliento Maintain clinical records in-line with industry standardso Stay current with professional ethical guidelines and industry research through reading peer-reviewed research, continued supervision, and participation in continued training

o +$15,000,000 University of Maryland Laboratory Science Raze and Rebuild with 29 immediate subcontractorso Work closely with design team, project owner, project manager, and subcontractors/suppliers to ensure project is completed safely, on-time, and within budget. o Review, transmit, and record all material submittals to ensure project is built to plan and work with team to quickly resolve any design conflicts/omissions.o Review, submit, and follow RFIs from submission to completion and return to subcontractor including complete RFI tracking throughout the job. Work closely with the design team to address any issues pertaining to RFIs that may affect construction planso Review and interpret project construction documents and specificationso Manage relationships and work closely with engineers, architects, contractors, and colleagues on daily project needs; act as liaison between owner, general contractor, design team, and contractorso Coordinate commissioning and obtain and deliver final close-out itemso Track and monitor construction LEED Gold goalo Assist project manager in reconciling and submitting change orders to owner and contractorso Provide monthly progress reports including job forecast, construction progress photos and reports, and project financialso Compile and submit monthly minority business requirement reportso Manage Maryland certified payroll for all subcontractorso Record and incorporate all design changes into contract documents and ensure all subcontractors have updated compiled drawingso Maintain all necessary progress meeting logs including active RFIs, Submittals, project statistics, and current meeting minutes

o Successfully managed and completed multiple projects on time and under budget including:o 37dispenser replacements while converting some mid-grade tanks to diesel and upgrading CRIND equipment and graphics o Major signage upgrades on 22 store acquisition in Texas with a budget of over $186,000 o 7 store Oklahoma Acquisition conversion to Circle K in one or two day window involving conversion of all inside equipment and outside signage o Coffee and Bakery upgrades region wide with a budget of $500,000o New build in Oklahoma with a budget of over $2,000,00 o Negotiate agreements with vendors and local subcontractors; manage payment schedules and purchasing for projects. Monitor progress and ensure timely delivery of all equipment as well as final billingo Ensure compliance with all safety, building, and OSHA regulations for 100% accident free on all projectso Manage general contractor timelines and continuously worked with GC and subcontractors to adjust to stay on scheduleo Worked closely with GC, subcontractors and city to meet all code requirements and rectify any code issues before final inspections o Frequently selected to assist other construction managers and field facility supervisors with troubled or extensive projects

o Work directly with engineers/architects/consultants and real estate managers from project origination through hand-off to construction on licensing, entitlements, neighborhood and city hearings, civil drawings, construction drawings, signage and any necessary business as part of governmental approval periods and extensionso Attend Design Review and Public Hearings to understand opposition, work with neighbors and cities, and protect projects; work with consultants to interpret comments and incorporate them into development drawings or pursue variances in city codeo Order geotechnical reports, surveys, as-builts and other necessary reports crucial for developmento Manage real estate asset portfolio by conducting lease negotiations with landlords and tenants; compiling and interpreting historical data and operating projections, preparing financial analyses and running economic models; preparing approval packages for routing of lease renewals, extensions and divestment requests; coordinating site closure process and return of locations to landlordso Meet new acquisition goals by completing due diligence, market plan analysis; assists in the closing process and assimilation of potential acquisitions into the Circle K system

Reviews, researches and finalizes inventories for assigned stores. Researches large over and short variances and initiates necessary accounting adjustments. Reconcile site level transactions to credit card networks using the ReconNet reconciliation software. Audit the vendor purchases for exceptions. Audit retail adjustments and informs price book of price changes required for accurate reporting. Reconcile site level merchandise purchases to the vendor account.Reconcile site level deposits, ATMs, money order, lottery, financial services, and gift card transactions using the ReconNet reconciliation software.Ensures accurate posting and timing of account entries impacting the P&L.Review and research the Inventory Transfer report for assigned stores.Review cash paid outs and work with the field to set up vendors paid at the store level.Creates and analyzes monthly reports relating to the store’s gross profit.Prepare month end journal entries by compiling and analyzing system generated output.Responds in a timely manner to questions from operations and communicates changes in or new procedures as needed. Maintain financial security by following internal controlsPerform other duties as assigned by accounting management.

Assist Development managers by running project status reports on current and past development projectsCreate drive maps, competition maps, and other materials for analysis of potential acquisitionsEnsure sure invoices get paid on time and are coded to the correct account/site. Collect, log, and reconcile preliminary lien notices with general contractors so they may be paid final retention. Also investigate and follow up on any recorded liens to get them rectified as soon as possible.Work with title companies on Lease Accommodation RecordingsWork with various cities, adjacent property owners and landlords to fix maintenance issues at our sites or adjacent lotsPrepare lease renewal packages for property supervisorsWork on the Key Events committee planning and executing multiple events each year for 450 employees. Events are meant to boost employee moral and create cohesiveness between employees.Plan and execute the Aces High Golf Tournament each year in Las Vegas. Tournament raises funds for Circle K’s corporate partner, United Cerebral Palsy. In 2010 tournament raised approximately $500,000. In 2010, Circle K raised approximately $4,000,000 for UCP.Plan other events held by Circle K, Arizona Region, such as the Region Meeting in Las Vegas each year. 3 day event of meetings and break-out sessions.Field phone calls for Real Estate and ConstructionRun and interpret P&Ls, asset inventory reports, and project status reports as needed.Work with property managers, operations and image group on communicating property violations and following up on resolutions.Create lease renewal working files and Renewal Summaries in Excel by using Site Repository, P&Ls, and various maps/aerials to pull data.

o Manage and report business statistics for operations campaign by designing and implementing a process, which in return, produced an improved system of time management for managers and executives. All statistics administered daily to all managers and senior management.o Daily interactions, reporting, and communication with Executive level management.o Operated as liaison between office headquarters in Pleasanton, California and local headquarters in Tempe, Arizona. Served as the direct contact for communication between executives in both offices, and updated necessary individuals with current status of Tempe office, both in operations and in senior management. o Designed, developed, and implemented policies to create an operations system of approved time off, as well as attendance, in order to maintain a percentage, based on business needs, of employees in production at all times. Encompassed over 300 employees. o Managed project plan for operations, marketing, and loan processing projects between the California and Arizona offices. Obtained weekly updates and informed the Chief Marketing and Operations Executive on the status of listed projects. o Documented and delivered all operations expense reports to accounts payable to hinder lost reports and delayed fundso Worked in conjunction with the Vice President of Marketing to create, and update monthly, a competitive snapshot listing our competitors with the tactics they implement to bring in customers. All information researched through competitor websites, live calls, and materials requested.