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Work Background
Global Payments Inc.Director, Operations & Business Continuity
Oct. 2022Charlotte, North Carolina, United StatesIn this current role, I'm responsible for driving the Operational Readiness of a growing business unit as we deploy custom SaaS product configurations around the world.
Global Payments Inc.Director, Product Delivery
Mar. 2021 - Oct. 2022As the Director of Product Delivery, I partnered with the Global Payments family of brands to deploy custom-configured SaaS solutions into new markets around the world. From discovery to delivery, my team and I managed the full integration lifecycle, closely collaborating with both internal and external teams to ensure the product gets into the hands of customers on time and under budget. -Created PMO department for start-up style business unit, managing five direct reports including one manager and two indirects -Transitioned channel relationships to program and project managers under my leadership -Guided product delivery initiatives to sustain $140mm ARR
-Created data driven revenue projections for all new initiatives based on go to market strategy, product configuration, and current sales performance
-Expanded department to manage Enterprise and Stadium projects, from inception to delivery
-Partnered directly with Google, guided project and program management teams in delivering first-mover engagement products in the fintech industry
-Selected for critical steering committees to represent business unit with C-suite and senior executive stakeholders
-Functioned as business development contact for five vendor partners
Dev.ProProduct Integration Manager
Nov. 2018 - Mar. 2021Contracted with Global Payments -Exceeded revenue expectations on first Analytics integration project -Expanded to three new channels in 2020, including four European countries -Successfully reduced integration time by 60% -Created standardized product & integration documentation for improved delivery & scalability -Collaborated with senior leadership on numerous operational projects, leading to improved processes directly benefiting all departments
Learning.comState Program Manager
Aug. 2016 - Jan. 2019Portland, OregonI partner with South Carolina schools to bring digital literacy curriculum to K-8 students. In addition to launching the initial program in August of 2016, I have: • Independently managed partnership from pre-sales to renewal between Learning.com and 46 school districts in South Carolina
• Drove program adoption through dynamic presentations to Superintendents, Administrators, Curriculum Specialists, and Certified/Classified staff
• Managed all client relationships from end users up to decision makers
• Functioned as curriculum expert, aligning curriculum to state standards and district-specific scope and sequences
• Designed and delivered onsite & virtual training for each participating district and increased usage by 30% among those users • Partnered with the Education Oversight Committee to analyze assessment data to highlight exemplar districts and implement intervention strategies when needed
• Presented program reports to state leaders including DOE, House Representatives, Senators, and Governor
Learning.comImplementation/Education Specialist
Oct. 2013 - Jul. 2016Portland, Oregon AreaI built and managed relationships with national strategic accounts, focusing on initial onboarding & implementation throughout the school year. Key accomplishments include: • Organized & delivered web-based trainings, demonstrations, consultations and presentations for educators and administrators using the suite of Learning.com solutions
• Created custom implementation plans to outline goals and expectations of strategic clients
• Worked with district technical analysts to integrate Student Information Systems with the Learning.com platform
• Compiled and analyzed data regarding customer use and determining appropriate actions & interventions based upon analysis
• Identified champions within each strategic account and collaborating with our Marketing team to create case studies highlighting their success
• Created a monthly end-user newsletter highlighting new products, company announcements, and customer resources with a cross-departmental team
• Managed occasional special projects, including state-wide assessment implementations
• Facilitated face-to-face training when appropriate
• Assisted with data imports, technical and implementation support for key customers within territories
Learning.comCustomer Support Specialist, Marketplace
Jan. 2013 - Oct. 2013Portland, Oregon AreaResponsible for providing phone-based and other remote technical and support assistance, specializing in serving Marketplace customers with integration and implementation of third-party products. On a daily basis, I: • Identified, diagnosed, and provided necessary troubleshooting regarding support issues
• Maintained consistent and accurate documentation of all customer interactions
• Tested customer reported issues and pass written reports to development teams
• Performed sales demonstrations when appropriate
• Responsible for individual sales outreach to third-party customers
Vancouver Public SchoolsAvid Tutor
Apr. 2012 - Jan. 2013• Facilitated in class tutoring sessions • Assisted middle school students with math, science, and language arts concerns
• Participated in team trainings with co-workers and teachers
• Evaluated students on a daily basis
• Reflected and assessed performance monthly
Learning.comData Entry Clerk
Mar. 2012 - Jan. 2013Portland, OR• Entered incoming client contact information into online database
• Worked and interpreted data independently
• Investigated client contact information when necessary • Trained others on entering data, creating new entities, finding client information
• Completed special projects as needed
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