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Work Background
Publishing.comDirector of Customer Support
Dec. 2024United StatesAt Publishing.com, we’re revolutionizing how people turn their ideas into income by making self-publishing books easy and accessible to anyone, regardless of their background or experience. Our flagship product, Publishing.ai, uses proprietary AI and machine learning technology to streamline the entire self-publishing journey—from writing your book to boosting your sales—all in one place.
Health NoteDirector of Implementation
Jul. 2022 - Dec. 2024Mobile, Alabama, United States- Led end-to-end SaaS implementation strategies for enterprise and mid-market clients, ensuring successful platform adoption and client satisfaction
- Spearheaded enterprise client expansion initiatives resulting in 100% revenue growth through strategic account management and value-added service offerings
- Redesigned implementation processes and workflows, reducing time-to-revenue by 50% (from 120+ days to 60 days)
ArteraProfessional Services Leader
Mar. 2020 - Jul. 2022- Team Leadership & Development: Built and led a high-performing, cross-functional team of 10+ implementation consultants from the ground up, supporting SMB, Mid-Market, and Enterprise clients.
- Award-Winning Performance: Achieved "Best in KLAS" recognition for exceptional client service and implementation excellence. - Process Improvement: Developed and implemented inter-departmental processes that streamlined implementation workflows and improved efficiency, resulting in a 5x increase in ARR over two years. - Project Management: Successfully managed a portfolio of implementation projects, ensuring on-time and within-budget delivery while exceeding client expectations. - Strategic Leadership: Collaborated with C-Suite executives to optimize Professional Services Operations (PSO), achieving profit neutrality and reducing implementation timelines by 50%. - Healthcare Technology Expertise: Deep understanding of patient engagement platforms and the healthcare industry, with proven ability to leverage technology to improve communication and workflows.
US NavyOperations Supervisor
Feb. 2010 - Feb. 2019Pensacola, Florida, United StatesOperations Leader - Directly led a team of 20 personnel during US Navy Research Laboratories annual research events ensuring compliance with process and security protocols - Managed team members during fire research and testing events ensuring appropriate process and safety procedures were adhered to. Unit Fitness Coordinator
- Directly responsible to the Commanding Officer on physical readiness to deploy for the entire command. - Implemented physical conditioning programs significantly increasing physical readiness.
IntradoDirector Program Management
Feb. 2005 - Mar. 2020Director, Program Management: - Directly accountable to C-Suite to lead the Enterprise Program Management organization. - Managed several, globally distributed project teams and a stateside Data Analytics team to deliver on $50M+ in strategic programs. - Led platform consolidation of a $8B Healthcare Technology portfolio(M&A). Senior Manager, Special Projects: - Oversaw several globally distributed product development teams. Worked directly with C-Suite to develop Lean Six Sigma delivery processes, implemented these standards company-wide (company size 500-1000). Manager, Technical Services: - Expanded responsibility set to include implementation. During my tenure, I oversaw delivery of $150M+ ARR across Mid-Market and Enterprise. (company size 200-500) Services Lead: - Hired directly by CEO as the Client Services Leader (company size 20). Grew Support Organization from 8 to 25+ over a 6-month period. Stood up Concierge Support Models, cut ticket resolution time in half while attaining 90% CSAT.
US NavyMaster Training Specialist
Sep. 1998 - Feb. 2003Naval Military Training Leader and instructor
- Leader for Naval military training of Naval Aircrew and Rescue swimmer candidates reporting from bootcamp. In this role I was directly responsible for 150+ students training and advancement through established training program
High Risk Aviation Rescue Swimmer training instructor - Created a new military training conditioning program that increased retention of Rescue Swimmers by 75 percent. This program became the standard Rescue Swimmer conditioning program.
- As an individual contributor I was responsible for training future Naval Aviation Rescue Swimmer candidates through rigorous mental and physical curriculum.
US NavyAviation Rescue Swimmer
Sep. 1991 - Sep. 1998SAR and Rescue
- Aviation Rescue Swimmer. As a rescue swimmer I was directly responsible for rescuing military and civilian personnel in need. I specialized in water based rescues.
- Combat Search and Rescue Crew Chief. Specialized in overland rescue of downed personnel in combat situations.
- Trainer. Implemented programs to train and certify both crew chief and rescue swimmers in Naval fleet operation.
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