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Work Background
M Commercial Capital GroupFounder & CEO
Jan. 2023United StatesAs the founder and CEO, I launched a startup, managed client budgets, and coached three team members on fiscal solutions and working capital. Additionally, I assist real estate investors and business owners in consulting, growth planning, cash injection, acquisition, construction, expense restructuring, and streamlining operations with technology implementation. I create marketing strategies to drive successful revenue campaigns for independent contractors. Also, I design sales programs and instructional activities for successful sales strategy conversion. Lastly, I specialize in commercial real estate transactions, working capital term loans, asset-based lending programs, traditional SBA loans, and lines of credit.
TIBCOTechnical Architect & Customer Success SME
Jan. 2022 - Jan. 2023Palo Alto, California, United StatesIn this role, I was an enterprise consultant and technical SME for +30 accounts. Also, I coached and guided clients in crafting and implementing IT infrastructure best practices and adeptly communicated technical information enterprise-wide. My core achievements include: ➜ Flawlessly launched a “Cloud Springboard” project by leading a global Customer Success team on Phase 1 and 2 objectives, integrating Gainsight workflows, training plans, presentations, and website updates for a token-based customer success support initiative.
➜ Designed an end-to-end global customer success initiative in three months despite merger disruptions, employing exemplary project management skills, engaging three teams in weekly standup and Slack channel progress checks, and conducting one-on-one detailed meetings.
➜ Created front-end customer web portals for client API programs by guiding Client IT Managers and Developers to prioritize value realization and monetization of data access.
➜ Surged customer success rates by promoting integration best practices for software navigation and providing product demonstrations to IT leaders.
➜ Bestowed the “Customer Success Q3 2023 Recognition and Achievement Award.”
General AssemblySoftware Engineering Fellow
Jan. 2021 - Jan. 2021Chicago, Illinois, United StatesFull Stack Software Engineering Fellow - experienced in Javascript, CSS, HTML, Express, Node, MongoDB, Heroku, React, SQL, PostgreSQL, Flask, and Python.
CCC Intelligent SolutionsCustomer Success Manager, Client Advisor, and Data Analyst
Jan. 2018 - Jan. 2022Chicago, Illinois, United StatesI steered 10+ staff in tracking performance, managing claims, and overseeing SaaS initiatives for +20 major insurance companies. Also, I executed analytics reporting and provided performance insights and improvement recommendations for insurance carriers related to claims processing workflows. Additionally, I conducted quarterly business and created presentations for clients to showcase the value of CCC solutions and increase partnership trust and communication. My most notable successes include: ➜ Acquired thousands in incremental revenue for one client by outlining workflow severity, improvement projections, and associated cost structures and implementing performance and ROI add-on services. ➜ Uncovered production gaps and bottlenecks and proposed contract restructures to streamline legal processing after leading client process flow discussions.
➜ Achieved +120% estimation reinspection efficiency and +78% in quality throughput via knowledge reinforcement of proper workflow processes with client team managers, training, and analytics monitoring.
➜ Reduced total repair cost by 10% and improved average assignment cycle time by 0.8 days through onboarding a mobile estimating solution for five insurance carriers.
➜ Improved cycle time for claims processing on a client project to ~3 days, from +4 days.
ABRA Auto Body & GlassCSM, Assistant General Manager, General Manager
Jan. 2013 - Jan. 2018United StatesGeneral Manager (2017)
As the general manager, I controlled a substantially profitable budget. Also, I oversaw 17 employees in daily operations for a collision repair commercial operation and mentored staff in effective operational support techniques and high-quality customer service practices. Additionally, I generated 45% gross profits on repair orders and spiked EBITDA to 23%, up from 10%, in a fast-paced retail environment within six months by refining vehicle inspection processes, visual indicators for WIP management, and estimates profitability. I achieved a +5% EBITDA rolling average uptick by launching a Kanban system to improve vehicle readiness visibility, updating estimator metrics for optimal profits, and boosting paint/part revenues with innovative sales tactics. Assistant General Manager (2016-2017), Customer Service Manager (2013-2016)
From 2013-2016, I oversaw a sizable facility collaboratively with General Manager and Co-led daily operations to advance critical customer service initiatives, foster business partnerships and vendor relationships, and cultivate a culture for sustainable organizational growth. I also supervised five direct and 50 indirect reports across two facilities. Lastly, I procured estimating and insurance relationships.
Noteworthy achievements include: ➜ Reached a +97% customer satisfaction rating by providing outstanding collision repair services.
➜ Improved WIP speed lane cycle time and boosted completion time to ~38% from ~9.8% by initiating an operational playbook, streamlining operations with cohesive teamwork, and leading training and development programs.
➜ Increased speed lane repair turnaround times to two days from +4 days, capturing a ~50% reduction, and amplified customer experiences by designing and launching a brand engagement strategy over a 30-day trial at ABRA Westfield. ➜ Won a “Customer Service Achievement Award” three times by focusing on customer experience and communication initiatives.
GEICOPersonal Lines Agent, Auto Damage Adjuster
Jan. 2012 - Jan. 2013United StatesFrom 2012 to 2013, I produced policies across 26 states and conducted physical damage analyses for adequate claim settlement. Additionally, I managed an urban claims territory in North Central Indianapolis and was responsible for automotive and insurance claim processing. Lastly, I generated ~$936,000 in policy premiums and achieved a policy sales target average of four policies per day by partnering with nine insurance companies, including Liberty Mutual, Fidelity, and Travelers.
Life TechnologiesSera Technical Sales & CRM, Midwest and French Canadian Region Accounts
Jan. 2008 - Jan. 2011United StatesMy responsibilities included controlling a Midwest and French-Canadian territory with a sales plan. Also, I partnered with regional management teams to drive sales and marketing goals for critical accounts, including Eli Lilly, Abbott Laboratories, Mayo Foundation, and The Cleveland Clinic. I achieved profitable growth in territory sales, surpassing margin dollar and percentage targets with reduced commodity pricing (50%) by increasing average order quantities for new businesses via a free refrigerator promotional program offering.
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