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Work Background
Pioneer Metal FinishingDirector, Customer Experience
Oct. 2022Responsible for creating a comprehensive customer experience strategy that enhances the customer journey and drives revenue growth. Gather qualitative and quantitative data to make informed, customer centric decisions. Report on customer satisfaction metrics to tracking key performance indicators (KPIs) including Net Promoter Score (NPS), customer satisfaction scores, and churn rates to measure the effectiveness of customer experience initiatives. Manage team of Customer Experience Specialists.
Valmont Industries, Inc.Senior Manager, Global Customer Experience
Sep. 2020 - Feb. 2022Responsible for the overall leadership of Valmont's core customer-facing teams whom provide superior support to our dealer network and growers. A majority of my goals are to eliminate defects, automate and provide self-service when and where needed and optimize the experience of my employees and customers. The other part of my goals is to leverage the unique perspective of our customer through feedback both direct and indirect. I coach my teams to take a 360-degree approach by continuously advocating for and driving improvements on behalf of the customers based on a data driven approach. I oversee proactive, appropriate, and celebrated support, and promote a culture of customer centricity. I advocate on behalf of the customer during all business engagements to ensure a consistent and valuable experience is critical.
Tigerpaw SoftwareNational Sales Executive
Jul. 2019 - Jul. 2020SaaS sales executive focusing on customer's business journey and providing solutions to help streamline business processes. Provide demonstrations, walk though problem areas, and focus on proactive solutions to customer's business processes.
RD Industries, Inc.Director of Customer Success
Jul. 2018 - Jul. 2019Ensured customer success through recruiting, training, and coaching the best staff. Built tenured customer relationships with chemical manufacturers and provided first rate customer experience for longevity and mutual respect. As first point of contact for customers, managing projects, providing solutions, and building trust was essential for increased revenue and growth.
Single Use Solutions Project Manager
Apr. 2017Build relationships and manage all new and existing customers in the Oceania region of the world. Provide consultations, project management, and best business practices to those seeking to expand their knowledge of compostable bottles and materials.
RD Industries, Inc.International Business Development
Apr. 2014 - Jul. 2018Successful in growing stagnant international sales. Overseeing all sales and development activities for the chemical manufacturing industry within the three main international regions - Asia - Pacific (APAC), Europe, Middle East, and Africa (EMEA), and Latin/South America (LATAM).
RD Industries, Inc.Account Manager
Jul. 2013 - Apr. 2014Managed day to day operational assistance to sales team. Built customer relationships and managed projects and problem solved when necessary. Liaised on behalf of our chemical manufacturing customers with all departments such as product development and manufacturing.
NEI Global RelocationInternational Operations Director
Sep. 2004 - Mar. 2010Established international presence for the company throughout the globe. Developed strategic business plan for the division. Built relationships with vendors in order to facilitate and manage international relocation programs for clients and their employees.
International Research and Exchanges Board (IREX)International Program Manager - Russia
Jun. 2000 - Feb. 2003Managed US Department of State entrepreneurship programs throughout the Russian Federation. Opened 13 regional offices in conjunction with the Ministry of Foriegn Affiars and Ministry of Labor to continue SME program initiatives.
US Peace CorpsEducation Volunteer--Russia
Jun. 1997 - Jun. 2000Provided consultation and advisory services to the local Russian community on the creation of a civil society. Taught Business and English to local community from grade school up through university as well as adult classes.
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