Experience

North American Bancard

• United States
• Financial Services
• 100 - 200 Employee

• Business Development Director, Partner Relations

  • Jul 2018 - Present



Worldpay

• Roseville, CA

• Director of ISO Sales

  • Nov 2017 - Apr 2018



ACI Worldwide

• United States
• Software Development
• 700 & Above Employee

• ReD Shield Sr. New Business Developer

  • Jul 2016 - Nov 2017



POS Portal

• United States
• Software Development
• 100 - 200 Employee

• Strategic Account Manager

  • Jan 2010 - Jul 2016

  -Responsible for establishing and exceeding client expectations through service level key performance indicators and continued partnership to focus on mutual goals-Utilized strong negotiating skills through analysis and trade to execute master service agreements and service level performance for new and existing client contracts-Delivered on numerous time-sensitive RFQ/RFP responses and presentations for new and existing business opportunities; resulting in numerous wins contributing to the company's growth and bottom line-Frequent travel to clients throughout the U.S. and Canada; strong presentation skills -Collaborated with clients on creative solutions to meet both client and company needs, typically interacting with multiple teams within both companies to achieve desired results-Represented clients best interests while negotiating custom pricing and terms directly with third party OEMs

• Client Services and Contact Center Manager

  • Jan 2010 - Apr 2014

  -Provided leadership to an account management team responsible for $40MM in annual revenue across 40 clients-Point of escalation between clients and executive team; typically responsible for high level responses and follow through on corrective actions when required-Managed inbound call center team to maximize service experience, including resource planning and process control while measuring performance throughs service levels such as time answer, first call resolution, and average talk time-Managed annual client satisfaction survey distribution, data collection, and assessment of results to drive improvements in service offering



TASQ Technology

• Financial Services
• 1 - 100 Employee

• National Account Manager

  • Jun 2007 - Jan 2010

  -Responsible for strategic relationship management of multiple POS merchant service clients, primarily Bank of America, with total revenues in excess of $30MM -Responsible for contract administration; including negotiations, pricing, and service level performance to contract -Identified and implemented organic growth opportunities within existing client base -Member of TASQ PCI Compliance team; acted as point-of-contact for Relationship Management team to address industry compliance issues; drafted and delivered concise client communications



Teleplan

• Sacramento, California Area

• Customer Relationship Manager

  • Oct 2005 - Jun 2007

  -Managed reverse logistics services for largest client Cisco Systems with annual revenue in excess of $12MM -Developed an outstanding customer relationship through regular and effective communication to provide proactive support and delivery of a high level of custom satisfaction -Provided proactive leadership within the organization to improve the efficiency (including quality and delivery) and increased key performance indicators by 11% within 6 months -Delivered pricing strategies, submitting quotes, and preparing RFQ/RFP responses for new and existing business opportunities -Performed and coordinated customer presentations, managed site visits at either customer or company locations as required, while maintaining a professional images at all times -Developed an internal and external escalation process flow to provide effective communication channels between the client and organization



ExpressPoint Technology Services

• United States
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Production Supervisor

  • Aug 2003 - Oct 2005

  -Presented with Pinnacle Award for Top Manager after successfully implementing new quality tracking programs into Production and developing methodology to track overall plant efficiency and profitability -Worked closely with customers including Hewlett Packard and NCR to identify and resolve issues impacting level of service -Managed 50 technicians; responsible for the scheduling, training, annual review, disciplinary issues, motivating, and future growth. Developed scorecard to track employee's monthly progress -Prepared plant efficiency, labor utilization, and quality data for executive management; communicated corporate strategy and direction to production employees and how performance metrics translated into profitability -Coordinated with all departments to exceed company quality standards and level of service expected by customers -Drove operational and logistical issues through to resolution; implemented several new quality procedures and continuous improvement of existing processes -Working knowledge of good manufacturing processes including ISO 9001 production and quality standards, ESD precautions, and OSHA safety regulations



Cadence Design Systems

• United States
• Software Development
• 700 & Above Employee

• Test Manager

  • Dec 2000 - Aug 2003

  -Supervised team of 7 engineers responsible for build, test, troubleshooting, and on-time shipment of Quickturn emulation systems (Mercury, MercuryPlus, CoBalt, CoBaltPlus, and Palladium)-Worked closely with Sales and Customer Support team to deliver customer specific configuration of each system under time sensitive deadlines-Responsible for introduction, implementation, developing processes, and total quality management of new products from R&D teams into Manufacturing-Managed daily operations of test engineers including assigning and prioritizing tasks, scheduling, reviews, disciplinary issues, training, and growth opportunities-Played a key role in company migration of Filemaker Pro to SAP database migration

• Worldwide Field Service Engineer

  • Oct 1999 - Dec 2000

  -Conducted worldwide customer installations, resolution of complex hardware and software troubleshooting, and customer application support-Developed a great rapport and working relationship with customers such as Intel and Hitachi while resolving their hardware and software issues-Provided 24/7 remote technical support to field service engineers at customer sites -Maintained service reports and customer systems history to identify hardware/software bug trends for engineering evaluation and resolution



Quickturn Design Systems, A Cadence Company

• San Francisco Bay Area

• Manufacturing Test Engineer

  • May 1999 - Oct 1999

  -Successfully tested and troubleshooted all Quickturn emulation systems from system down to component level -Analyzed oscilloscope and logic analyzer waveforms, multimeters, diagnostic test data and schematics to accurately identify the root cause failure and rework -Made recommendations to Product Engineering teams on hot to improve functionality, diagnostics, and ease of use for customers -Consistently exceeded production goals set by Production management -Successfully tested and troubleshooted all Quickturn emulation systems from system down to component level -Analyzed oscilloscope and logic analyzer waveforms, multimeters, diagnostic test data and schematics to accurately identify the root cause failure and rework -Made recommendations to Product Engineering teams on hot to improve functionality, diagnostics, and ease of use for customers -Consistently exceeded production goals set by Production management