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Work Background
Sully Staffing & ConsultingHead of Operations & CX Strategy
May. 2023Nashville, Tennessee, United States
GenesysEnterprise Data Strategy Manager, Customer
Feb. 2023 - Aug. 2023Tennessee, United States- Created and utilized reporting metrics across SFDC, Gainsight, and Service Anywhere.
- Mapped processes for the Customer Success, Support, and Product business units.
- Developed strategic data decision making across multiple business units.
- Helped to develop organization dashboards and make data-driven decisions.
- Assisted in creating a new change management system to improve the customer experience.
- Served as our SME for business processes for Sales, Support, and Customer Success.
AscentialCRM Support Manager, Digital Commerce (Salesforce)
Aug. 2022 - Feb. 2023Remote- Founded and led a team of international Salesforce Administrators and Developers (from 0 employees to 12 employees in 4 months).
- Developed training curriculum for Support across multiple business units.
- Converted the existing internal support process from Slack to Service Anywhere and SFDC Service Cloud.
- Created Support SLAs and accountability while communicating with key stakeholders across all executive levels of the business.
- Created and utilized reporting metrics across SFDC, Zendesk, and Service Anywhere.
- Consulted with cross-functional teams about use of Zendesk and reformed processes to grow existing teams across lines of business.
- Served as our SME for business processes for Sales, Finance, Support, Project Management and Development on cross-functional projects.
- Acted as liaison between the Business Architecture Unit and Sales, Finance, and Development.
TrustLayerManager, Customer Support & Customer Success
Nov. 2020 - Jun. 2022- Created and launched the customer success, customer support, implementation and billing teams.
- Managed a book of business yielding more than $1M ARR.
- Facilitated implementations for strategic business partners and clients.
- Implemented multiple tools within our tech stack including Zendesk, Totango, Salesforce, HubSpot and Chargify.
- Created and maintained our Support team via Zendesk as an administrator.
- Implemented a multi-channel support team via email, web widget, chat, phone, and SMS.
- Created automation for both the support and billing teams.
- Traveled on-site to client visits to ensure all client needs were met and expectations were exceeded.
- Led the Support and Billing teams with both a metric-based and human-focused approach.
- Wrote and maintained the playbooks for both the support and billing teams.
Brentwood Services Administrators, Inc.Operations Process Manager
Sep. 2019 - Nov. 2020Brentwood, Tennessee- Created strategic initiatives based on both internal business needs and external client needs.
- Identified opportunities for process improvement and implements via project management.
- Administered new client programs to solve for a multitude of client needs.
- Managed complex data-driven projects.
- Completed the on-boarding process for new clients.
- Mentored, trained, and developed employees across many levels.
- Managed vendor, supplier, and client relations.
Trelleborg Sealing SolutionsOperations Process Manager
Oct. 2016 - Oct. 2017Mount Juliet, TN- Managed and mentored a team of inside sales specialists & outside sales engineers
- Actively held accountability for the sales teams by implementing multiple benchmark timelines and goals
- SME for supply chain management requests and projects including shipping, expediting, manufacturing, and logistics - Maintained business relations by establishing digital marketing tools and weekly interdepartmental trainings - Provided process excellence and operations consulting to teams and individuals at all levels of the organization - Generated effective, efficient strategic business tactics to close in the gaps of prior insufficient practices
Designed and implemented custom dashboards for outside sales staff and senior management for daily review
Trelleborg Sealing SolutionsBusiness Analyst
Jan. 2016 - Oct. 2016Greater Nashville Area, TN- Analyzed market trends and polymer-based sales to help increase overall sales and recognize gaps
- Communicated and coordinated client requirements with the inside sales and sales engineering teams
- Managed complex projects across IT, supply chain management, sales, and marketing teams
- Established and maintained cooperative and positive client relations with the branch’s top clientele
Innovative Management Solutions, LLCCX Operations & Management Consultant
Nov. 2013 - Jan. 2016Remote• Managed a portfolio of 30+ mid-market accounts up to $10M each
• Created strategic action plans based on account needs to increase operational efficiency and improve overall customer success.
• Created, developed, and implemented a new corporate staffing division with strategic initiatives
• Managed complex projects to meet individualized client’s strategic needs
• Upheld industry standards by analyzing clients’ financial and operational performances
• Ensured both employee and client satisfaction by taking appropriate action based on consumer surveys
Innovative Management Solutions, LLCAgency Account Coordinator & Marketing Specialist
Aug. 2012 - Nov. 2013Barre, MA- Designed programs with a variety of management consulting techniques to be taught to insurance agencies
- Utilized marketing acumen and press release information to communicate programs and services for prospective clients
- Developed agencies’ account managers to their full potential
- Coordinated specialized procedure manuals tailored to clients’ needs
- Assisted in the preparation of various design templates to be used in consultations both internally and customer-facing
EXL ServiceLead Service Specialist
Sep. 2011 - Aug. 2012The Hanover Insurance Group - Worcester, MA- Monitored filing activity for state bureaus of insurance
- Assisted in the development and training of a new offshore team in an effort to streamline processes - via outsourcing
- Processed clients’ proof of insurance to agents as requested
- Interpreted DMV error reports and new Commercial Lines processes to troubleshoot solutions
- Advised both internal and external contacts on Worker’s Compensation processes (Subject Matter Expert)
Innovative Management Solutions, LLCMarketing Representative/Administrative Assistant
Nov. 2010 - Aug. 2011Designed the website for the business
Inputted data in various Microsoft programs
Prepared presentations to be presented to clients
Assisted in the preparation of various design templates to be used in consultations
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