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Work Background
TwilioGlobal Specialization Lead
Feb. 2023 - Jul. 2024Denver, Colorado, United StatesGeneral Manager for and responsible for driving overall performance of Consumer Trust Support. Managing a global team with seven direct reports consisting of managers, team leads, and technical leads. Responsible for scale and growth, operational delivery and reporting, executive maturity and engagement, and management of specialization P&L.
TwilioSenior Manager Consumer Trust Support
Aug. 2021 - Apr. 2023Denver, Colorado, United StatesLeading newly created global team of senior Technical Support staff providing customer facing support for Consumer Trust. The team responds rapidly to fraud, abuse, and compliance issues reported by our customers. The team was created to address significant identified gaps in positive customer experience in relation to areas of Consumer Trust. Partnering cross-functionally to quickly investigate and resolve customer issues. Hands-on involvement resolving escalations via email and phone, handling complex customer inquiries.
Twilio Inc.Technical Support Manager
Apr. 2020 - Nov. 2021Denver, Colorado, United StatesLeading team of 13 consisting of Technical Support Engineers and Team Lead located in Denver as well as remote employees. Team supports Twilio’s high volume email solution SendGrid which receives over 1000 tickets per day. Provide team members direct role and career coaching, in order to help achieve established KPI goals per company and team BPM via weekly scheduled 1 on 1’s and bi-weekly scheduled team meetings. Assisting team with customer escalations and coordinating cross-team collaboration.
Self-employedPersonal Chef
Jan. 2019 - Apr. 2020Denver CO
AllscriptsTechnical Support Manager
Jul. 2015 - Dec. 2018Westminster CODirect the daily operations of a technical customer support teams that receives 100 to 150 service orders per week, 60 to 70% of which are urgent. Train, motivate, and develop a 18-member customer service team, including workflow planning and task delegation, to meet or exceed performance metrics. Resolve escalated client concerns. Manage the processes used to accomplish challenging departmental goals for service levels and regularly monitor and seek ways to improve performance. ● Eliminated a siloed workflow and increased productivity 30% by cross-training teams in all supported products. ● Increased customer satisfaction scores from 80% to 95%.
● Decreased backlog more than 35% and open cases aged 60 days or greater by 75%.
McKessonProduct Support Supervisor
Jan. 2013 - Dec. 2015Westminster, ColoradoTransformatively led, coached, and mentored 10+ subordinates in ways that maximized their potential. Planned and coordinated daily workflow and delegated assignments. Oversaw technical support operations, including the identification, diagnosis, and resolution of complex enterprise-level software and computer issues. Responded to new escalated conflicts and developed solutions for timely resolution. Facilitated clear, collaborative communications throughout internal and external channels.
● Instrumental in in identifying key performance metrics and leading all teams to outstanding performance.
● Maintained a 100% customer satisfaction rating across all managed teams.
● Cut the ticket backlog 25% by developing cross-organizational processes that utilized team members’ expertise.
McKessonTechnical Support Team Lead
Jan. 2011 - Dec. 2013Westminster, ColoradoManaged the work queues for a support team of 10 employees by ensuring the proper handling of customer cases, planning and coordinating daily workflows, communicating priority changes, and delegating all assignments. Partnered with regional liaisons and product advisors to identify systemic issues within the customer base.
● Cut cases older than 60 days by 40% by partnering with Engineering to develop strategies for increased productivity.
● Within first 18 months of tenure, decreased a 600-ticket backlog to less than 150 and achieved 100% same-day ticket assignment.
McKessonTechnical Support Engineer
Jan. 2010 - Dec. 2011Westminster, ColoradoProvided high-level support to technical support engineers and healthcare clients for Electronic Medical Record systems in a HIPAA-controlled environment. Responded to and effectively resolved a high-volume of complex, multi-layered software issues. Responded to complex technical support questions regarding application or server interfaces.
● Improved engineers’ productivity and efficacy more than 15% by developing processes to track retention of accumulated knowledge.
● Rated a top case closer, averaging between 55 and 60 closed cases per month.
● Maintained an average 98% customer satisfaction score by delivering quality client service and assistance.
StaplesElectronic Commerce Principal Programmer Analyst
Jan. 2008 - Dec. 2010Boulder, ColoradoDelivered tier two support for an Internet product ordering application (Internet E-way), including the development and implementation of code promotions. Interfaced with developers to address support issues and provide input for future application changes. Provided two- and three-tier support for internal Web-based applications. ● Served as the project manager to create and test SQL scripts used for application support.
● Rated consistently in the top percentile for case closures with an average of 50+ cases closed per month.
● Developed custom scripts to automate post promotion validation times that cut validation time from two hours to 30 minutes, subsequently reducing website downtime by roughly 15%.
Lehman BrothersInformation Technology Team Leader
Jan. 2006 - Dec. 2008Littleton, ColoradoCreated and implemented mission statements and goals for a newly developed, 5-member production support team. Directed workflow, delegated work assignments, created metrics to track team and individual performance, and fostered a team-based environment. Developed and mentored employees, including facilitation of training programs designed to maximize team potential.
● Led process and support improvements with application owners, including the creation of internal KPIs, which subsequently grew the number of systems and applications supported by the team from 4 to 12.
● Implemented Service Level Agreements (SLAs) that yielded a 60% productivity increase.
● Improved internal customer satisfaction scores from less than 30% to more than 90% within two quarters (2006).
Level 3 CommunicationsProgressive Root Cause Analyst Positions
Jan. 2004 - Dec. 2006Broomfield, ColoradoServed as a Root Cause Analyst I from 2004 to 2005.
Promoted to Root Cause Analyst II in 2005.
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