Drove success via working cross-functionally to connect business systems, sales operations, support, technical and product teams to achieve a range of successful business objectives.Delivered a high-quality experience for students through owning execution processes for programs offered by Functional Nutrition Alliance and all related business operations.Managed CRM migration from Keap Infusionsoft to Hubspot along with other internal systems after company acquisition; included managing external vender contracts.Streamlined workflow via owning and prioritizing the product backlog as well as coordinating daily standups and sprint retrospectives.

Directed the team by developing, supporting, and maintaining internal business systems, including Salesforce, Infusionsoft, Call Center technologies, and accounting systems (NetSuite).Steered transformation via guiding the team through an effective transition to adopt Agile work methodologies, owning the Business Systems Platform Backlog and facilitated sprints.Standardized operations by streamlining the usage of Asana for program management, product management, and project management throughout the Empowered Education organization.Led team growth to meet business needs through steering hiring, team training, and education. Boosted efficiency by coordinating programs and projects for the team in balancing ongoing critical maintenance and support against development of new features to support goals.

Achieved 90%+ SLA delivery across all channels via increasing support team performance and efficiency, while constantly looking for opportunities to improve the student support experience.Fueled excellence in customer support and operational efficiency for a scaling business through managing team processes and support system tech (FreshDesk, Salesforce Service Cloud).Bolstered operations by guiding LMS development, IT, and business operations teams through several significant system migrations, managing the hiring and growth of the worldwide team.Improved performance via developing data and metrics to ensure that all staffing strategies aligned with student support volume trends across the email, phone, and chat channels.Fostered collaborations through partnering with the executive team to set strategy and OKRs for Support and Technology departments, ensuring alignment with all company goals.

Managed support system technology (FreshDesk, Salesforce Service Cloud) and team processes to ensure excellence in customer support and operational efficiency for a scaling business.Planned and executed on resourcing needs for support team based on data from email, chat and phone support channels, and projected company growth needs.Coordinated cross-functional collaboration with Sales, Product, Marketing and Technology teams to ensure effective feedback loops existed between students and company strategiesImplemented effective communication and process management strategies for distributed team including usage guidelines for Slack, Asana, Zoom and development and organization of of centralized documentation

Streamlined operations through leading a virtual and fast-moving start-up organization, building Customer Support team for B2B/B2C, and aligning needs of product and development teams.Enhanced performance via scaling IT systems/HR processes, leading implementation, and coordinating with external vendors for Practice Management/EMR system for the virtual clinic.Coordinated executive team strategy and vision with the support, development, operations, and IT teams to successfully scope and prioritize work based on business and customer needs. Optimized communication and process management strategies for distributed teams by introducing usage guidelines for Slack, Asana, Zoom developing centralized documentation.

Increased B2B technical support for the US customer base via delivering pre-sales demonstrations, executing system deployment, and providing effective ongoing customer support and training.Strengthened overall communication and project delivery through coordinating technical correspondence between the UK-based Engineering team and the US-based Sales team.Fueled client support via designing and implementing systems for customers in the Broadcast, Post-Production, Command and Control, and Data Center markets.

Led B2B technical support for all North American accounts (including HP, Dell, and Lenovo) representing 40% of company revenue, overcoming numerous technical issues and bugs while growing account baseExtensive worldwide customer travel to Taiwan, China, Japan, and across United States to lead technical pre-sales presentations and demonstrations, ascertained technical needs in product specification opportunities, and launched new products in market placeManaged post-sales support and training needs for designated customer accounts, ensuring all programs and products operated properly within customer environments. Demonstrate existing solutions via technical presentations during customer visits and trade shows. Offer training to internal and external customers. Create user guides and application notes for all products. Supported development of future products and services by evaluating customer input, defining needs, and specifying capabilities while partnering with engineering design and marketing teams.Key technical resource during Windows Multipoint Server development cycle and launch.Played key role in growth of Hewlett-Packard (HP) from new client and no revenue to largest customer status, successfully integrating DisplayLink technology.Served as primary technical contact while developing joint project between Microsoft and HP, enabling on-time product launch by directing tracking and resolution of complex issues pre-launch.

Core development team member of small start-up, successfully launching initial commercial product in early 2006Created and implemented scalable installer and build environment for rapidly growing company customer base utilizing XML, XSLT, VBScript, and Windows Batch scripts. Attained recognition as internal expert on installer and build environment, providing insight and training to staff and team on use and design.Solved multiple bugs across code base in C/C++ and Visual Studio development environment. Developed UDP packet monitoring application to evaluate DisplayLink data sent over local network.

Learned Excel and VBA and then developed and implemented tools to analyze sports betting data to enhance algorithms used in proprietary trading strategies. Managed website with 200,000+ registered users, 20,000+ daily users, and 10+ transactions per daily user while correcting issues and ensuring data integrity on website and in transaction database.• Yielded net profit over tenure with company by creating proprietary strategies for sports trading.• Grew site user base to 200,000+ while working on team to set up initial company database.