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Work Background
Mad MobileSenior Manager, Operations Solutions
Jan. 2021California, United StatesLead cross-functional teams to address strategic business issues across departments (Marketing, Sales, Operations, Finance, and others as needed) aligning business processes with Salesforce best practices to drive scaling. Acted as Salesforce Product Manager and system administrator for Mad Mobile’s Salesforce org of 200+ users, managing user onboarding/off-boarding, profiles and permission sets, custom records, reporting, and third-party integrations (CPQ, DocuSign, Calendly, Guru, Jira, Zapier, Domo, Formstack, etc). Implemented Churn Zero Customer Success management and churn reduction platform with an eye towards automation and proactive communication.
SyscoHead of Customer Operations, Business Enablement - Sysco LABS
Aug. 2017 - Dec. 2020California, United StatesPlayed a key role in defining and implementing the go-to-market strategy of the business, encompassing customer journey mapping, segmentation, capacity and quota planning, territory modeling, and incentive structures. Served as a trusted advisor to the VP of Customer Operations to elevate and amplify the operations organization's capacity, capability, and effectiveness, including being a sounding board, and served as liaison or proxy when needed. Lead a team of Enablement Specialists and Project Managers to oversee the implementation, end-user training, and maintenance of all Customer Operations (Services, Customer Success, Customer Support) related business enablement tools and processes for Sysco's CAKE line of products. Work cross-functionally with key stakeholders in Customer Operations, Sales, Product, and Marketing to manage the development and deployment of productivity-enhancing business systems related to assigned projects, organizational scaling, and automation efforts. Train and support end-users on the use of technology systems and processes. Develop training materials for best practices and on-going education. Perform regular and ad-hoc analysis of customer and CRM data to report on key metrics (Churn, SLA, AHT, CSAT, Growth, etc). Develop and maintain dashboards and presentations to share analyzed data with all levels of management (from manager to executive).
CAKE CorporationProject Manager, Restaurant Services
Dec. 2015 - Aug. 2017Redwood City, CaliforniaIdentifying and leading projects that contribute to the customer experience and the overall goals of the Restaurant Services Team such as on-boarding communications, churn reduction, and customer services initiatives. Implement Gainsight (Customer Success Platform) with an eye towards automation. Working cross-functionally with Senior Operations Managers to develop an automated customer-facing communications program. Championing effective communication between Market Operations Team and Sales, Support, Product Management, and Marketing to see the needs of CAKE's growing install base. Maintaining and updating Operations policies and processes and ensure communication and adherence.
CAKE CorporationManager, Central Training
Jul. 2015 - Dec. 2015Defined the go-to-market process for CAKE’s customer onboarding program with an eye toward operationalization and scale. Supervised a distributed team of Virtual Trainers working throughout the territory, maintaining accountability for the team's overall performance. Developed and maintained a self-service knowledge base and training portal and created digital training content for our growing install base. Acted as a mentor and lead on training and coaching new and existing team members (project managers, account managers, peers) on customer service skills, CAKE products, internal systems and processes, and other concepts as required.
CAKE CorporationRegional Operations Manager
Mar. 2014 - Jul. 2015FloridaMaintained accountability for Regional Operations in the South East Market and overall performance, including adherence to Service Level Agreements, deployment times, customer satisfaction, documentation, and quality standards while providing procedural documentation, operational reporting, and analysis to the Director of Operations. Lead a full-stack team of remote Account Managers, Launch Coordinators, Menu Consultants throughout the region, ensuring the success of each merchant transitioning to our Point of Sale platform. Acted as the first point of escalation and proactive account manager, traveling to customer sites and remotely working with customers to ensure overall satisfaction with the company's products and services, finding opportunities to increase profitability per customer through adoption and optimization of optional products or value-add services.
CAKE CorporationProject Manager (Launch Coordinator)
Nov. 2013 - Mar. 2014United States, OrlandoManaged a roster of 30-45 new merchants per month through the process of on-boarding (including Menu Build, Installation and on-site Launch). Coordinated the schedules of 5 Customer Advocates throughout the Florida region (Jacksonville, Orlando, Tampa, West Palm, and Miami). Acted as a product expert for the platform for both internal and external users. Utilized Salesforce CRM software to track the on-boarding process as well as any communication with merchants.
CAKE CorporationCustomer Advocate
Jul. 2013 - Nov. 2013Orlando, Florida AreaActed as a product expert for the platform, understanding all features and functionality of the product along with the roadmap for future functions. Provided onsite support, training and other resources to key local merchants. Operated independent of the operations headquarters as the main representative of the product for my region. Managed a roster of merchants in the process of being on-boarded to the platform as well as supporting a roster of existing merchants Managed and augmented a shared knowledge database of product features and issues.
and other resources to key local merchants.
AppleFamily Room Specialist
Oct. 2012 - Jul. 2013Atlanta, GA & Orlando, Florida AreaFacilitated One-to-One training experiences for both new and existing Apple product owners on how to integrate Macs, iPads, and iPhones into their lives. Apple Certified to provide in-person mobile device tech support; diagnose issues, troubleshoot, and perform repairs on iPhones, iPods, and iPads. Developed and maintain a strong working knowledge of Apple products and services in order to excel in translating product knowledge to an international clientele into complete solutions and sales growth for an innovating leader in the technology field.
AppleSpecialist
Jan. 2011 - Oct. 2012Orlando, Florida AreaExcelling in translating product knowledge into sales growth for complete solutions for an innovative leader in the technology field. Generate business consumer leads for sales generation in the Orlando market through face-to-face interactions.
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