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Work Background
Host/ Producer
Managing Humans PodcastHost/ Producer
Jun. 2024Sharing experience and interviews.
Director of Operations
AduroDirector of Operations
Mar. 2024 - Jun. 2024Redmond, Washington, United StatesLeading Member Experience and Technical Support, Biometric Screening, Industry Accreditation and Operations
Director of Support
AduroDirector of Support
Sep. 2022 - Mar. 2024Redmond, Washington, United States
Sr. Manager - Product Support and Training
SoundCommerceSr. Manager - Product Support and Training
Mar. 2022 - Jun. 2022Greater Seattle AreaDeveloped a plan to create a product support process for a cloud based data analytics software.
Support Manager
SAP ConcurSupport Manager
Dec. 2019 - Mar. 2022Bellevue, WashingtonManaged a team of Support Engineers working with customers in various industries and areas of the Concur product. Oversee the daily operations of the team, ensuring SLA obligations and achieving KPI expectations. Fostering self-improvement, cross-training, team building, and continued learning, as well as resolve escalations and collaborate with other departments to create a unified customer experience.
Business Operations Manager
Amazon Web ServicesBusiness Operations Manager
Jan. 2018 - May. 2019Greater Seattle AreaGathering and visualizing data to drive business decisions Delivered improvements to user facing tools and processes Project Manage resources across multiple teams and geographies
Manager of Concierge Support
Amazon Web ServicesManager of Concierge Support
Jan. 2016 - Jan. 2018Greater Seattle AreaDriving change to processes and tools across multiple teams and organizations Developing the Enterprise Customer Service offering Produce weekly business reviews on metrics and KPIs
Director of Knowledge Management
WinshuttleDirector of Knowledge Management
Jan. 2014 - Jan. 2016Bothell, WAManagement of Training Materials (Online, In-Person, CBT) Help Center Knowledge Base administration Documentation and translation management Zendesk and Salesforce Knowledge Communities setup and administration
Director, Global Support
WinshuttleDirector, Global Support
Jan. 2007 - Jan. 2014Bothell, WAGrew the Winshuttle Support team from start-up (2 people) to a global organization (40 people in 5 countries). Established the tracking of Customer Satisfaction and maintained a +98% rating for 6 years. Established the Winshuttle Information and Solution Exchange Knowledgebase (WISE). Implemented and migrated case management to Zendesk. Hired, trained and coached a team of exceptional support professionals that have taken on the majority of technical roles inside Winshuttle. Established escalation processes, Service Level Agreements (SLA), and process documentation.
SAP Training Consultant
Harley Davidson Motor CompanySAP Training Consultant
Sep. 2006 - Dec. 2006Created and delivered SAP Financial Accounting and Controlling training for the Harley Davidson CFO Project. Provided post go live support and individual instruction to executive level users.
Training Consultant
IBMTraining Consultant
Apr. 2001 - Apr. 2006Created and delivered training for projects at: State Compensation Insurance Fund of California (Oracle Forms) Medtronic (SAP Sales and Distribution) Nissan (SAP Purchasing and Financial Accounting) Alpine Electronics (SAP) Metropolitan District Corporation of Hartford, CT (SAP Customer Service) Kubota Tractor (SAP Sales and Distribution)
SAP Trainer
AvayaSAP Trainer
Aug. 2000 - Apr. 2001Delivered training to end users for the Customer Service SAP Project
SAP Training Consultant
CompUSASAP Training Consultant
May. 1997 - Aug. 2000Delivered training for: The Social Security Administration (PC Skills, MS Office, SSA Applications) Wyndham Hotels (SAP) EDS (SAP)
Corporate Operations Manager
CompUSACorporate Operations Manager
Jan. 1995 - Jan. 1997Managed the order logistics for a corporate sales team.
Store Manager
Lucky ComputersStore Manager
Jan. 1996 - Dec. 1997Managed stores in Seattle, WA and Anaheim, CA.
Sales Engineer
Computer CitySales Engineer
Jun. 1994 - Jan. 1995Computer Hardware and Software Retail Sales Engineer
Retail Sales
SiloRetail Sales
Jul. 1993 - Apr. 1994Audio, Video, and Computer Sales
Product Information Representative
Aldus CorporationProduct Information Representative
Sep. 1993 - Dec. 1993Provided phone customer service supporting the roll out of Pagemaker 5.0

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