Operations & Product Leader

Developed and launched a lead scoring tool that improved lead quality by 30% and reduced SDR qualification time by 20%. Partnered with engineering to translate customer feedback into product enhancements, resulting in more intuitive features and stronger adoption. Delivered engaging product demos to qualified leads, increasing conversion and sales velocity. Represented the company at major trade shows, securing new brand relationships and opening future partnership opportunities.

Built and led a team of 9 SDRs, managing hiring, onboarding, training, and performance coaching. Designed and implemented a new lead generation system that expanded the sales pipeline and contributed to a 45% boost in conversion rates. Collaborated closely with marketing and sales leadership to align messaging, KPIs, and lead quality metrics.

Ranked #1 Customer Success Agent for 9 consecutive months based on resolution time, satisfaction scores, and quality metrics. Handled customer issues across phone, email, and chat, maintaining high satisfaction while resolving complex problems. Selected for promotion and relocation opportunities but chose to remain focused on core team goals and stability during a key growth phase.

Expected Completion: 2026 | GPA: 4.0