Experienced in leading high performing teams, executing successful retention initiatives and ability to capitalize on market opportunities to drive revenue, profit and growth.
Parks, Recreation and Tourism
Lead the Managed Services and Data Analyst teams to drive revenue and retention across the Kount Customer-base
Garnered profitability each month; averaging 119% over the previous year.
Strong working relationships resulting in material value of service offering
Led the onboarding of 3 new Managed Services customers successfully
Maintained all existing customer renewals by increasing platform optimization, reducing fraud impact and exceeding service level agreements
Work closely with Sales, Customer Success, Marketing, Product, Engineering and HRBP teams to ensure strong cross-functional relationships.
Established an expert-level, high performing team through consistent feedback, professional development and coaching techniques
Created operationally efficient processes to tackle increased workload, absorbing need for new hires and maintaining a positive work/life balance
Deep technical knowledge of platforms and data elements. Ability to take complex information and communicate in laymen terms to both customers
Oversight of BPO service teams (100+ FTE’s) in Honduras & Philippines who work with start-up SaaS/e-commerce companies within the US
Responsible for building revised shared teams support model
Led the project migration and consolidation to single service hub in Manila
Accountable for all hiring for team within a global people first environment
Responsible for process improvement initiatives specific to data sourcing, financial reporting, workforce management and budgeting
Manage top tier e-commerce brands across U.S., EMEA & APAC Transferred to Enterprise Level CSM within first 9 months of hire Manage over $7 million book of business for enterprise
Met all Quarterly MBO’s for 2019 100% & exceeded in 2020 at 105% Accountable for platform integrations, trainings & data analytics Cross-team member for Gainsight & Salesforce initiatives
SaaS, product development & software release cycle experience
[RIF- 60% of Staff]
Responsible for client retention & client journey touchpoints Accountable for all post sales activities with team of CSM’s Implemented churn reduction program reducing by 3% over 5 months Stakeholder for Salesforce.com initiatives across enterprise
Strategic planning, development & growth plans (FY19/20/21)
Imbedded resource for St. Luke’s Health Partners (subsidiary of SLHS) Responsible for integration of SaaS platform across ACO business
Deep understanding of population health, data analytics and clinical ops Market leader for risk adjustment activities, both prospective/retrospective Strong business relationships with c-suite, executives & medical directors