Years of experience: 18

🔥 Startup FounderBusiness Owner🧨 ConsultingFounder✨ Business OwnerEngagement Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Anna's Career Path
Director of Service OperationsOct. 2021 -
Jan. 2024
HUMANDirector of Service Operations
Chicago, 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. } Develop...
Director, Global SpiderLabs Consulting OperationsNov. 2020 -
Sep. 2021
TrustwaveDirector, Global SpiderLabs Consulting Operations
Remote} 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 partne...
Manager, Global SpiderLabs Operations - Customer SupportOct. 2018 -
Oct. 2020
TrustwaveManager, Global SpiderLabs Operations - Customer Support
Chicago, 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 ...

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