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Work Background
HUMANDirector of Service Operations
Oct. 2021 - Jan. 2024Chicago, Illinois, United States · Remote} Drove program enhancements to facilitate customer onboarding and foster productive collaborations among stakeholders, resulting in a streamlined operation and increasing conversions from 25% to 35%. } Built an operations team that enhanced the efficiency of SOC operations and Customer Service while ensuring timely resolution of escalations between Delivery, Product, and R&D teams. } Developed a new "Go to Green" process and managed the health of high ARR accounts, successfully saving $2M worth of revenue in a year. } Implemented customer service processes to provide optimal customer support and facilitate progress in technical execution, resulting in a consistent 70-90 CSAT score across the year. } Developed a KPI dictionary and drove alignment among service delivery teams, resulting in ongoing successful delivery, increased efficiency, and the maintenance of above-average FRT, CSAT, and NPS.
TrustwaveDirector, Global SpiderLabs Consulting Operations
Nov. 2020 - Sep. 2021Remote} Introduced a process, integrated systems, and a scheduling program to facilitate logistics for penetration tests, resulting in the successful establishment of a scalable 24/7 global operation in a year. } Collaborated with senior executives to develop and implement a program for launching a new product in 6 months, generating $1M in revenue within the first year. } Established robust partnerships with the Account Management team, collaborating to achieve successful retention rates while facilitating a seamless onboarding process for new customers.
TrustwaveManager, Global SpiderLabs Operations - Customer Support
Oct. 2018 - Oct. 2020Chicago, Illinois, United States} Directed a support operations team of 3 members, overseeing all aspects of penetration testing delivery and the product portal for a $30M global customer portfolio supporting 3K customer subscriptions. } Developed the primary framework for Customer Service to enhance faster response times (FRT) and ensure excellent interactions (EI), significantly improving satisfaction survey scores (from 3 to the top score of 5) on 90% of ticket interaction surveys in a year. } Received recognition from the CEO for creating a revenue acceleration campaign through customer outreach, resulting in an additional $3.4M in revenue for the department in 9 months.
WerFloOwner/ Founder
Jul. 2015Chicago, Illinois, United States · RemoteAt WerFlo, we specialize in helping small businesses scale their service delivery and enhance their people management practices. Our consultancy services cover vital areas including customer success, customer service methodology, metrics, processes, communication, organization, planning, and partnership lead generation. Leveraging renowned CRM systems and a variety of tools, we develop comprehensive plans, criteria, and data retention strategies for the KPIs, methodologies, and processes our clients aim to adopt, maintain, and enhance.
TrustwaveCompliance Team Lead / Project Manager
May. 2015 - Jul. 2017Chicago, Illinois} Oversaw the development of Quarterly Business Reviews (QBR) to demonstrate service and product performance to customers across the project lifecycle. } Established collaborative efforts among support, sales, and technical teams to enhance the value of service delivery throughout the implementation of the PCI program. } Led a team of compliance analysts in a extremely high paced call center to assist and Support Customers seeking PCI compliant status.
FCO Services.gov.ukPost Security and Operations Officer
Jan. 2013 - Dec. 2014Rio de Janeiro, Rio de Janeiro, Brazil} Formulated the logistics plan for 3 official visits of British delegates to Rio de Janeiro, ensuring successful implementation and adherence to high-risk security milestones, resulting in no security incidents. } Built crucial relationships with local authorities, government officials, and other diplomatic missions while ensuring support for these entities during the World Cup event in Rio in 2014. } Supervised a 6-person team and oversaw all elements of the Consulate's physical security, including anti-terrorism threat planning, crime prevention, training and for natural disaster incidents.
B. F. Saul Company Hospitality GroupHuman Resources Coordinator
Feb. 2011 - Sep. 2012Washington D.C. Metro Area} Supervised HR functions for a 200-person workforce, including recruitment, HIPAA compliance, customer service training, third-party relationships, general office maintenance, and secure document storage. } Developed a bilingual training schedule for a comprehensive hotel training program and successfully trained 145+ people on customer service, safety, and service quality within a quarter.
Jumeirah Group / Jumeirah Hotels & ResortsGuest Services Executive Supervisor
Sep. 2009 - Feb. 2011United Arab Emirates
Copacabana Palace, A Belmond HotelEvents Coordinator / Guest Experience Supervisor
Jul. 2005 - Sep. 2008Rio de Janeiro Area, Brazil
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