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Work Background
SwitchSales Enablement Technologist
Nov. 2024Las Vegas, Nevada, United StatesAs a Sales Enablement Technologist, my role focuses on enhancing the effectiveness of sales and sales operations teams. This is achieved by developing comprehensive documentation, training programs, and compelling content, while ensuring alignment between sales and marketing efforts. Key Responsibilities: Lead and Quote Management: Collaborating with sales and marketing to optimize lead assignments and supporting sales account executives and sales operations teams with complex or unique sales quote builds. Request for Quote (RFP) Management: Developing and maintaining a question/response library in the company’s RFP software solution, and coordinating RFP responses between sales account executives and internal teams. Product Management: Maintaining electronic product information, including product catalogs and price books within the company CRM, while working closely with product managers to ensure sales account executives have up-to-date knowledge of product offerings. Technology Alignment and Adoption: Working with technical sales operations to identify areas for process improvement, beta test new tools and features, provide recommendations, and define content adoption metrics to continuously improve sales enablement practices. This role requires strong communication skills, exceptional attention to detail, and a drive for continuous improvement. Additionally, I advocate for the use of AI tools, maintain an AI prompt library, and support the development of AI training sets.
City of Las VegasSound Designer
Jul. 2024 - Sep. 2024Las Vegas Valley, Nevada, United StatesComposed and arranged original music and ambient soundscapes for the youth theater production of The Curious Incident of the Dog in the Night-Time, creating an immersive auditory experience tailored to the narrative. Developed a comprehensive cue list and executed sound design that enriched the storytelling and enhanced the overall production quality. Instructed and mentored young students in operating sound design software and equipment, ensuring they gained hands-on experience and proficiency in production techniques. Collaborated with cross-departmental teams, including directors, lighting designers, and stage managers, to ensure seamless integration of sound elements, contributing to a successful youth-led production.
SwitchCustomer Success Lead
Oct. 2023Las Vegas, Nevada, United StatesAs a CSAS Lead, I have led and expanded a team from five to over ten members within the last year, driving efficiency and scalability across our operations. My role involved strategically distributing team members across various business segments, from SMBs to large enterprise deals, ensuring tailored support and expertise for each segment. I played a crucial role in overseeing and optimizing the quote-to-cash process, sales enablement, and data integrity for our data center services and operations teams. By segmenting our team to focus on different aspects of the business, I ensured seamless management of diverse deal types, from smaller transactions to complex, large-scale agreements. This approach not only accelerated deal closures but also maintained high standards of accuracy and data integrity. Key achievements include: Team Growth & Leadership: Successfully grew the team to over 10 members, fostering a collaborative environment that encouraged specialization and expertise across various deal segments. Quote-to-Cash Efficiency: Streamlined processes to ensure accurate, efficient quote-to-cash workflows, resulting in faster sales cycles and improved deal execution. Data Integrity & Sales Enablement: Maintained data integrity and consistency for our data center services, ensuring that all sales teams were equipped with accurate, up-to-date information to support their efforts. My experience leading a growing team, combined with my deep understanding of sales processes and data management, positions me as a versatile leader capable of driving operational excellence and revenue growth across multiple business segments.
SwitchRFP writer and Deal Desk Support Specialist
Sep. 2021 - Oct. 2023Las Vegas, Nevada, United StatesAs an RFP Writer and Deal Desk Support Specialist, I have a proven ability to transform complex, manual processes into efficient, technology-driven operations that enhance sales effectiveness and improve overall business outcomes. In my Deal Desk role, I ensured that all quotes were not only accurate from a sales pricing perspective but also thoroughly vetted on the back-end technical side. By meticulously aligning every component of the quote, I guaranteed seamless integration and communication between systems, which significantly improved our quote-to-cash process. This comprehensive approach ensured that each deal was structured for success, reducing errors, and accelerating the sales cycle. Highlights of my expertise include: Quote Accuracy & Technical Validation: Collaborated closely with cross-functional teams to ensure that all aspects of the quote were technically sound and capable of interfacing correctly, eliminating potential issues that could delay or disrupt the quote-to-cash process. End-to-End Process Optimization: Streamlined quoting procedures by implementing checks and balances that not only improved accuracy but also sped up approval and processing times, resulting in faster deal closures. Sales Enablement & Support: Acted as a trusted partner for sales teams, providing guidance on quote structuring and ensuring that all elements aligned with both client requirements and internal capabilities. In parallel, I transformed our RFP process by leveraging machine learning and generative AI, turning a cumbersome, manual system into a highly efficient, one-person operation capable of delivering accurate, up-to-date, and convincing proposals. This combination of sales, technical, and AI-driven expertise positions me to contribute to organizations looking to optimize their sales processes, enhance accuracy, and drive revenue growth.
PCIHIPAACustomer Success Manager
Dec. 2020 - Sep. 2021Las Vegas, Nevada, United StatesAs a Customer Success Manager at PCIHIPAA, I ensured client satisfaction, retention, and growth while leading initiatives to enhance customer service efficiency and engagement. I managed a portfolio of clients and spearheaded major projects to streamline our support operations. Key Achievements: Zendesk Implementation: Led the implementation of a Zendesk system to track inbound client needs, improving our response times and providing insights into customer pain points. Machine Learning Chatbot: Developed and deployed AI-based chatbots within Zendesk to enable clients to self-service common issues, with seamless escalation to live agents when needed, enhancing the customer experience. Five9 Phone Tree System: Programmed a Five9 phone tree that ensured clients were directed to the right departments quickly, reducing wait times and improving satisfaction. Client Onboarding & Training: Successfully onboarded new clients, providing training to ensure full utilization of PCIHIPAA's compliance solutions, leading to faster adoption and engagement. Relationship Management & Upselling: Cultivated strong client relationships, identified upsell opportunities, and contributed to increased revenue by aligning additional services with clients’ compliance needs. Proactive Issue Resolution: Acted as the primary contact for clients, resolving complex issues promptly to prevent churn and ensure ongoing satisfaction. By integrating AI-driven solutions and optimizing support processes, I enhanced our team's efficiency and provided an exceptional client experience, driving both retention and revenue growth.
TeslaCustomer Insights Analyst
Oct. 2017 - Dec. 2020Las Vegas, Nevada, United StatesAs a Customer Insights Analyst at Tesla, I analyzed customer data to provide actionable insights that informed strategic business decisions, while also managing high-priority executive issues with direct impact on C-level stakeholders. Key Responsibilities & Achievements: Data Analysis & Reporting: Conducted in-depth analysis of customer feedback and sales data, generating insights that improved customer satisfaction, product performance, and market strategies. Executive Resolutions: Collaborated with the legal team to resolve highly sensitive claims with corporate clients, ensuring timely settlements and protecting Tesla's reputation. Public Perception Management: Managed potential information leaks and controlled public perception on confidential matters, especially related to solar projects. C-Level Stakeholder Reporting: Regularly reported on critical issues and insights to C-level executives, including the CEO and VPs, ensuring leadership had visibility into ongoing challenges and trends. Customer Experience Enhancement: Identified drivers of customer satisfaction and loyalty, recommending improvements that enhanced user experiences across Tesla’s product lines. Survey Design & Execution: Designed and executed customer surveys, gathering data to identify areas for product and service improvement. Cross-Functional Collaboration: Partnered with marketing, sales, and product teams to translate insights into strategies, resulting in better product offerings and targeted campaigns. Automotive & Solar Experience: Supported insights for both solar and automotive sectors, enhancing customer engagement across Tesla’s diverse product lines. My role involved not only data-driven insights but also managing high-impact, executive-level issues and reporting directly to top leadership, contributing to Tesla's success in both customer satisfaction and operational efficiency.
ViatorCorporate Travel Agent
May. 2016 - Oct. 2017Las Vegas, Nevada, United StatesAs a Corporate Travel Agent at Viator, a TripAdvisor subsidiary, I provided comprehensive travel planning and support for business clients, ensuring seamless travel experiences tailored to corporate needs. I managed travel arrangements for various business segments, delivering personalized itineraries that optimized cost, efficiency, and convenience. Key Responsibilities & Achievements: End-to-End Travel Management: Coordinated complex travel arrangements, including flights, accommodations, ground transportation, and itinerary planning, ensuring seamless and cost-effective travel experiences for corporate clients. Vendor & Supplier Negotiation: Negotiated with airlines, hotels, and transportation providers to secure the best rates and services, resulting in significant savings for clients and Viator. Travel Policy Adherence: Ensured all travel bookings complied with company policies and budgets, maintaining high standards of service while optimizing travel expenses. Customer Service Excellence: Delivered exceptional customer service by promptly addressing travel changes, cancellations, and emergency requests, maintaining high satisfaction levels among business travelers. Issue Resolution: Efficiently managed last-minute changes, disruptions, and travel emergencies, providing alternative solutions and minimizing travel disruptions for clients. Cross-Functional Collaboration: Worked closely with finance and operations teams to ensure smooth travel expense management, reporting, and compliance with corporate guidelines. Data Analysis & Reporting: Analyzed travel data to identify cost-saving opportunities and provide insights for optimizing travel programs. My experience at Viator allowed me to develop strong skills in travel planning, vendor negotiations, and problem-solving, ensuring that corporate travelers received top-quality service while maximizing value for their travel investment.
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