Played a dual role managing customer success and product. Influenced structure and implemented processes important to early stage SaaS product, Planimatik. Created SOP’s necessary to bridge gaps between sales, marketing, and product team. Wore multiple hats focusing on product management, customer success, and onboarding while utilizing limited resources and keeping scalability in mind.

Joined a 3 person team focused on sourcing reliable carrier partners for Cargobot’s key customers. Vetted any partners carefully and managed performance daily to ensure quality service.

Utilized data, market analysis and relationship building skills to develop a robust network of carriers inmultiple regions. Onboarded, assessed and maintained carrier engagement on Transfix platform andautomation technologies. Worked with various teams to ensure customer satisfaction, maximize loadcompletions, and maintain alignment with company revenue goals.

FedEx, San Jose, CAOperations Coordinator, Operations Management (2016–2017)Optimized operations and customer support for center that manages all nightly outbound shipments in Silicon Valley. Assessed all operations, prioritized issues, and managed 4-person team to ensure that customers were satisfied with all services.

Startup Basecamp, San Francisco, CAManager of Customer Success and Operations (2014–2015)Joined as the company’s second person; played key role in more than doubling revenue and establishing offices in Belgium and Canada by working with hundreds of startup clients to help them build their businesses. Worked closely with the founder to develop the policies and procedures for customer success and operations.