Experience

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  Prime Trust

  • United States
  • Financial Services
  • 100 - 200 Employee

  • VP of Global Support

    • Feb 2022 - Nov 2023

    Promoted to Vice President of Global Customer Support. Implemented a Premium Support offering, which generated an additional; $500k in revenue. Streamlined SLAs and reduced Average First Response Time on support tickets from 33.6 hours to 0.4 hours.

  • Senior Director of Support Services, Trust & Custody

    • Feb 2021 - Feb 2022

    Scaled the team from a headcount of 2 to 24 during a high-growth period in the company. Instituted a complaint management process that elevated the company's BBB rating from F to A-. Augmented full-time team with offshore resources, reducing call abandonment rate by 98%.

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  BitGo

  • Palo Alto, CA

  • Director of Global Customer Care

    • Oct 2017 - Feb 2021
    • Palo Alto, CA

    Built Customer Support Department from the ground up. Initiated Customer Satisfaction Program and achieved CSAT of 88% and NPS of 66. Instituted a Wallet Security Outreach Program, which empowered clients to better secure cryptocurrency in their wallets and helped the company to pass its SOC 2 Type II Compliance Audit.

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  Embedded Resource Group, at Google

  • Mountain View, CA

  • Developer Relations Support Program Manager (Contract)

    • May 2016 - Sep 2016
    • Mountain View, CA

    Recruited by Embedded Resource Group to work at Google to assist with managing inbound developer inquiries for Project ARA.• Defined process flow for management of more than 15,000 inbound developer requests to achieve efficient triage, routing of valid inquiries, and timely response to submissions.• Worked with Google's Salesforce Administrators to design lead and idea objects to facilitate the defined process flow.• Developed reports and dashboards in Salesforce to report on key performance metrics.

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  Acesse Corporation

  • Redwood City, CA

  • Customer Support Training Manager (Contract)

    • Mar 2015 - Jul 2015
    • Redwood City, CA

    Recruited by Acesse to assist with establishing a support facility in Redwood City, build a training program for their Support Team, and establish benchmarks and criteria for performance measurement.• Implemented mentoring program to set parameters around new hire training, resulting in faster and more effective new hire ramp-ups and introduction to training personnel across multiple geolocations.• Assisted with establishing support facility in Redwood City, providing expanded support coverage.• Coordinated live training events to support introduction and adoption of newly introduced CRM (Oracle Service Cloud). Created self-paced training materials (documentation and multimedia content) to support post go-live training. Managed the intake, prioritization, and resolution of issues that surfaced during post-deployment phase of the CRM implementation. • Established performance measurement criteria for assessment of Customer Support team members’ performance. Created job descriptions for various Support Team positions.

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  Viewpoint Construction Software

  • Santa Cruz, California

  • Training Project Manager

    • Feb 2014 - Mar 2015
    • Santa Cruz, California

    Viewpoint acquired Maxwell Systems in February 2014, and asked me to join their Learning Services team to implement a project plan approach to coordinating and delivering training to customers and internal stakeholders to support new releases.• Achieved 90% CSAT rating for release-related training content delivered.• Executed on-time delivery of training content for Spring and Fall product release schedules.• Enhanced the user experience for new release training by authoring, publishing, and executing a guide for webinar best practices to be adhered to by hosts and presenters.• Assessed needs for training materials to support new releases, and managed deliverables related to training webinars, online self-paced training content, and other training materials.

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  Maxwell Systems

  • Customer Support Manager

    • Feb 2011 - Feb 2014

    Promoted to Customer Support Manager at Maxwell in February 2012 to lead their Santa Cruz Support Team, drive customer loyalty, and play a major role in launching several key initiatives for the department.• Recruited and managed team of 12 Customer Support Representatives. • Reduced CSR attrition rate for the Support Department by 75% by introducing changes to the process of recruiting CSRs.• Created and implemented training curriculums and materials for Support Team, further increasing employee retention. • Developed metrics for measuring support call drivers and software defect impact analysis, resulting in greater visibility in quantifying support labor costs resulting from software bugs. • Increased Support Department’s CSAT average from 7.8 to 9.2 by implementing improvements to CSR training. while reducing case backlog by 60%.• Reduced customer wait times by introducing Live Agent chat and a self-scheduling tool for customers to schedule their own case appointments in Maxwell’s SalesForce CRM.

  • Learning Management System Manager/Project Manager

    • Jun 2009 - May 2011

    Promoted to this role in Maxwell's Professional Services Department to launch their newly-procured Learning Management System, create online, self-paced content for the LMS, and create a Blended Learning Plan for customers to follow during implementation cycle.• Engineered successful launch of Learning Management System, including coordinating with IT department to develop single sign-on (SSO) to provide seamless link to LMS from SalesForce CRM, coordinating with Marketing Department to implement site and page branding consistent with Maxwell’s customer portal, and coordinating with third-party provider to configure online campus.• Improved customer adoption of new software product by providing new customers with a structured curriculum for learning the software, using a combination of online self-paced content and instructor-led training sessions.• Initial member of Maxwell's Customer Success Squad; managed customer accounts during post-implementation phase, to ensure their success in adopting Maxwell software in their businesses. Successfully converted "at-risk"​ accounts to sales reference accounts.• Played crucial role in the successful adoption of Maxwell's mobile app by developing self-paced training content to support the app, becoming a subject matter expert in the app's operation and functionality, guiding customers through the integration of the app with their ERP back office software, and training CSRs to provide effective, competent support of the product.

  • Senior Application Support Technician

    • Jun 2004 - Jun 2009

    • Provided Level 2/Level 3 technical support for end users of Maxwell Systems software, troubleshooting all accounting, estimating, technical, and operating environment aspects of the program. Performed various repairs on customer data as required.• Developed training curriculum to orient newly hired technicians on each of Maxwell’s product modules. • Reduced customer attrition by becoming primary escalation point for complex issues and/or dissatisfied customers.• Played significant role in introducing Knowledge-Centered Support (KCS) methodology to the Support organization.

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  Beverly Fabrics, Inc.

  • Soquel, California

  • Information Services Technician

    • Jan 1999 - May 2004
    • Soquel, California

    • Provided technical/help desk support for store managers and administrative staff. • Configured and installed network systems for retail outlets throughout California (26-store chain), including integration of wireless devices in LAN environments. • Implemented UPC database for 26-unit fabric store chain.• Performed installation/replacement of computer hardware components as required. • Beta-tested proprietary software programs, including writing of operating manuals for those programs, and planning and conducting training seminars for end-users. • Configured and maintained anti-virus protection and file backups for the administrative network and retail outlets. • Assisted the Network Administrator in maintenance and troubleshooting of various network functions. • Researched and assisted in the acquisition of new technologies (software and hardware) for Point of Sale and support functions. • Implemented and maintained Terminal Services over a Virtual Private Network, including support of Terminal Services clients.