Modern Birth Mom is a 501c3 non-profit empowering today's birth moms with education, services and support before, during and after adoption placement.

Scaled operations to meet global sales demand as revenue went from $12M to $94M in 18 months. Built departmental processes as company scaled from 60 to 400+ employees in 18 months, from startup to Wall Street unicorn.Created executive training program to ensure consistent rapid internal management growth.Reduced overall Ops cost by 72% while delivering a new high-performance Ops team to meet new SaaS business model.Implemented new metric-based infrastructure to create a results-based, financially-accountable company culture. Grew international office by implementing a concerted training program for existing staff. Converted several departments from simple customer facing positions to high-value internal operations team.Developed a new supply chain for Enterprise business that maximizes internal expertise and best-of-breed service providers.

Scaled operations to 126 people in 6 months for global support and operations responsibilities. 9 Departments managed: Warehouse, Fulfillment, Trade Compliance, Services, Information Development, and Support (Operation, Technical and Customer). Converted the manufacturing business in TJ to an RMA/Customer Support operation that yielded a 40%+ savings. Coordinated multiple site and business unit consolidation to align with changing company strategies while maintaining high employee morale. Specifically expanded the each of the following departmentsCustomer/Technical Support – Developed and implemented an 84-person, 24/7 global support strategy that covered 12 countries and all international distributors that included training and repair/warranty procedures.

Scaling operations to deliver AI based trading engines.

Created strategies on what is needed to deliver world-class support and drive strategy and tactics through program management teams. Developed client-facing strategies to drive client loyalty. Develop processes and tools to improve Technical Advisor efficiency and effectiveness.Launched the Storage Technical Advisor program, laying the ground work for a new service offering for clients. IBM successfully launched the for-fee service offering of Storage Technical Advisors, completing the vision of a self sustaining organization, meeting the revenue plan while maintaining a high client satisfaction level.IBM Storage Technical Advisors are IBM's premier high touch, client focused product support team. Technical Advisors are a Single Technical Focal Point for clients, leveraging storage solutions with a focus on Proactive installation, Change & Problem & Crisis management. Implemented the tactical execution of launching the Storage Technical Advisor role in the Asia Pacific region (China, Japan, Korea, Taiwan, ASEAN, Australia, and New Zealand). The Technical Advisor was a new high-touch, client-centric support strategy at the time.

Project managed the integration of the XIV acquisition into the IBM global support structure. Coordinated support strategy and plans, including pre-sales technical support, installation, warranty and maintenance service delivery, and IBM Global Services offerings (e.g., implementation, data migration, enhanced support). Drove interlock meetings and managed execution across various functional organizations (e.g., Advanced Technical Support, Global Services, XIV Service, Product Field Engineering, and Client Care). Identified requirements to improve client satisfaction of the service delivery processes to drive into product development and organization plans. Identify requirements to reduce warranty and service expense; drive into product and organization plans. Developed and maintained integrated project schedules for successful global launch of the XIV Storage platform.XIV Technical Advisor Program Creator – Developed, implemented, and executed a new global, high-touch, client-centric support structure to accelerate new non-IBM clients to acclimate to IBM’s multi-tiered support structure, specifically targeting EMC and Net Apps clients. Created and delivered program material to Senior executives, country General Managers, Global Services executives, and Country Sales executives globally to gain executive support. Current success of TA role has expanded the TA coverage to additional storage products, with the CEO fully supporting the program.

Launched the Client Care Customer Support Manager team for the Asia Pacific geography (China, Japan, Korea, HK, Tawian, ASEAN, Australia, and New Zealand) to assist in improving Storage Client Satisfaction in Asia’s fastest growing regions. Held executive meetings with IBM Country General Managers and regional key large clients to launch the Customer Support Management team in the Asia Pacific region. Coordinated with product support to successfully launch the DS6/8K products in the AP region. Reworked several product quality issues in flight to ensure high client satisfaction and outstanding out of the box experience during product launch. Drove client and field experience feedback to product quality SWAT teams for quick product improvement turn around.

Client interface for critical situations for Storage Client Satisfaction Project Office. Coordinated IBM resources during crisis to resolve critical matters both technically and politically. Acted as IBM’s communication focal point for both internal executives and external clients. Extensive traveling in both North and South America to meet with clients and IBM teams.

Implemented and integrated a NT network onto an existing Novell network, created backup scripts, created and maintained network logs, managed user accounts, managed user mail accounts, designed a backup solution spanning across multiple networks, procured computer hardware, on-site supervision of installations at client locations. Technical support and training. CCNA and MSCE certified.