Domain name operations, anonymous domain purchases on clients' behalf, requirements database updates.

• Project Management: managed large scale domain portfolio onboarding and registration projects for global brands• Operations Management: Accountable for operational excellence and process improvement for the business unit, pricing for new offerings, maintaining margins across hundreds of international domain registries, financial reporting, and forecasting• Customer Success: Strategic consulting to meet client objectives through collecting relevant data, identifying and evaluating options, and suggesting a course of action• Customer Success Enablement: Led team of CSMs responsible for customer satisfaction, retention, and onboarding. Oversaw daily operations and performance metrics for the Customer Success team• Managed reseller relationships for contract compliance• Point of contact for the billing cycle, using NetSuite to turn invoices from multiple vendors into end-client invoices and issued invoice corrections and credits• Performed sales support including forecasting, identifying upsell opportunities, marketing outreach and quarterly reviews

• As a veteran SME transformed an improvised operation created by reassigned amateurs into a business unit matching industry best practices• Advised global client base on Internet identity strategy, domain acquisition, and online protection of trademarks and brands, wrote and distributed updates on industry topics

• Quality Assurance and Process Improvement: responsible for global metrics reporting and audits• Project Management: prepared client domain name portfolio database for import into CSC system after company acquisition

• Spearheaded international critical incident management team of regional Incident managers responsible for critical incident root-cause analysis & recurrence prevention• Quality Assurance: lead contributor for global metrics reporting & audits• Project Management: on-call resource for research, management initiatives, complex projects, and bulk processing

• Data-visualization: designed and deployed a desktop suite of data visualizations to turn client domain name portfolio data into actionable strategic insights• Led US critical incident management, root-cause analysis & recurrence prevention• Designed and led workshops in avoiding human error, based on my training as a wildland firefighter• Quality Assurance audits, metrics reporting, user training, project management

• Managed support team responsible for domain name portfolios for one-quarter of the US client base, including the top US account, AOL ($651K/year), as well as IBM, Cisco, and other leading brands• Reported performance metrics, created account reviews for clients and management. Guided team through the adoption of SalesForce.com Call Center and reporting tools

• As a SME consulted with clients to match their online branding needs to their domain portfolios, providing day-to-day support for domain strategy and brand protection, web hosting and DNS operations• Key contributor to a team that turned around a low-performing department struggling to integrate multiple acquisitions, while increasing customer satisfaction from 4.5 to 9.1, as measured by client surveys

• As a SME consulted with clients to match their online branding needs to their domain portfolios, providing day-to-day support for domain strategy and brand protection, web hosting and DNS operations• Key contributor to a team that turned around a low-performing department struggling to integrate multiple acquisitions, while increasing customer satisfaction from 4.5 to 9.1, as measured by client surveys

Fourth employee at a Silicon Alley startup. Hired, organized, supervised the Customer Success and Operations teams