Develop and implement prospect and applicant communication and outreach strategies on behalf of our university partners. Overseeing MindMax's team of Enrollment Advisors who focus on improving the mid-funnel conversion rates of our partners.

Boston-based global health nonprofit in partnership with the Commonwealth of Massachusetts, tasked with performing contact tracing of COVID-19 cases in Massachusetts.Supervising team of 100+ remote based Case Investigators, Contact Tracers, and Community Resource Coordinators.Developed and implemented team and unit structure to effectively manage volume of case work across 52 cities and towns. Established and maintained relationships with city and town based Local Boards of Health. Managed daily volume of cases, productivity reporting and analysis through Salesforce and AWS. Communicated system updates, protocol changes, process and procedural changes through daily team meetings with staff. Responsible for case reporting to Local Boards of Health and resolution of related conflicts and inquiries.

Reviewing and advising on Customer Service, Technical Support, and Sales operations.

As Director of Customer Service, Inside Sales, Support, I spearheaded strategic operations as key member of the management team and directed 5 department managers and teams across 2 divisions. Responsible for overall customer service and support satisfaction. Oversaw all digital product, SaaS and network installation, fulfillment, service and support, plus collaborated with Development to streamline and automate processes. I improved order efficiency by implementing new API to assist in fulfilling customer orders. I also collaborated on the development and deployment of digital products and managed 3 major system conversions in 2016 and 2017, including Salesforce.com system change, customer service ERP, and phone system. Increased revenue over a 4-year period as the Acting Product Manager for an online phonics instruction program.

In this role, I developed and implemented strategies to support customer management operations. I managed Inside Sales, Customer Service, Technical Support, and Sales Support for offices in Cambridge and Ottawa. I oversaw the total customer experience from website to order fulfillment. I was instrumental in an e-commerce platform redesign and upgrade project. I identified, hired, and trained new Ottawa based Technical Support Manager.I built and developed an Inside Sales team from the ground up to reach under developed markets. Spearheaded the use of Salesforce to help Inside Sales drive the renewal and expansion of business. Grew the team over several years producing increased sales and beating quotas and achieving revenue goals of 105%, 110%, and 91%, generating between $5-$6M per year.

I oversaw customer service initiatives and ensured all staff were trained in company customer support strategies and standards. I also provided exceptional customer service and solved client problems effectively and efficiently. Supervised Technical Support Manager and team in Ottawa and vendor team. I redesigned technical support process and service expectations to improve outcomes and efficiency, and I reduced case closure rate by 4 hours through expert management.

I led Salesforce acquisition and deployment project team and renewal. I assisted customers, managed processes, and ensured all orders were processed with 1 business day of receipt. I streamlined Customer Service operations, resulting in a 5% increase in productivity.

In this role, I managed client service agents, trained teams, and ensured all personnel sourced, scheduled, and delivered property valuations to financial institutions.

Oversaw Client Services team, developed system reports to allow monitoring and tracking of financials and client feedback. Managed on-site registration process for premier private equity and venture capital conferences. Developed promotional programs which generated revenue increases over multiple quarters. Maintained call metrics and utilized to improve service levels. Developed sales statistics to monitor customer renewal rates.

I managed and developed a team of trademark (intellectual property) research and customer support analysts and tracked team member performance. My team produced over $4.6 million in revenue in 2000, achieving 107% of net sales target and 116% of operating income target.