Experience

Qstream

• United States
• E-Learning Providers
• 1 - 100 Employee

• Enterprise Program Manager

  • Jan 2021 - Present

• Sr. Client Services Team Lead

  • Jan 2020 - Jan 2021

  Directly contributes to key business outcomes such as client satisfaction and contract renewals, enhancing Qstream's value to clients and prospects while fostering a culture of exceptional performance and continuous improvement.• Successfully services Qstream's top Enterprise clients, providing strategic consulting to help deliver measurable, positive results for our customers and drive product adoption• Oversees the on-boarding of all new customers, mentoring team members to lead Program Planning calls and guiding them in strategic conversations with clients to ensure success• Leads (or mentors consultants to lead) pilot projects for the duration of the subscription/pilot period• Advocates for customers with Product and Engineering teams• Key point of escalation for client queries across the Client Services team

• Sr. Client Services Consultant

  • May 2018 - Dec 2019

  As the primary day-to-day contact for strategic client accounts, acts as the trusted adviser and advocate for the client throughout the entire life-cycle of the account• Mentors, guides and advises clients as they integrate Qstream into their organization, facilitating project kick-off, planning and post launch calls via online meetings• Gains knowledge of client’s key business objectives and success metrics, providing valuable insights into how to use Qstream to reach their goals• Manages all implementation phases and project timelines, ensure all deadlines and project launches were met consistently• Collaborate across internal teams, including Sales, Customer Success, Marketing, and Product Management



Zayo Group

• United States
• Telecommunications
• 700 & Above Employee

• Sales Operations Lead Analyst

  • Feb 2016 - Apr 2018

  Lead support for a team of 40 Sales Leaders and Account Managers, developing proactive analyses of Salesforce data, to provide actionable insights to internal key stakeholders.• Created, communicated, and trained the Sales Organization on best practices and processes, while managing against monthly and quarterly MBOs• Produced daily, weekly, quarterly, & annual bookings reports, reconciling data to produce key reports and insights• Assisted Sales leadership with quota setting and account assignments• Lead data cleanup efforts related to Salesforce, and managed regular Salesforce data audits to make sure there is accurate and up to date sales data in Salesforce• Managed ad-hoc reporting requests and created dashboards and reports from scratch, while refining and updating existing reports

• Service Delivery Project Manager

  • Dec 2014 - Sep 2015

  Responsible for overall Project Management of large-scale Dark Fiber install projects with emphasis on end-to-end milestone management, budget tracking and reporting, and proactive identification and resolution of issues.• Exceeded objectives and milestones for multiple high-profile projects, directly contributing to the expansion of Zayo’s strategic network in the U.S.• Daily, direct interface with both customers and internal support teams, efficiently communicating implementation schedules, on-going project status, and address/resolve any customer escalations

• Client Services Manager

  • Jul 2013 - Dec 2014

  As CSM for Zayo’s top two accounts, acted as post­-sales first point of contact for all customer questions and issues related to service delivery, service outages, SLA's, billing and invoicing, service reviews and performance improvements.• Led project management of all high ­priority pipeline orders to ensure order accuracy and directly impact timely delivery • Developed and implemented quarterly “wellness checks” with customer's key provisioning teams, to ensure Zayo met or exceeded contractual terms along with customer expectations, while identifying process gaps and implementing improvements between companies and within Zayo



BMGI

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Client Services

  • Nov 2012 - Jul 2013

  Supported Senior Client Partners, ensuring exceptional service delivery to every client, while excelling in a variety of day-to-day functions, including: contract and project management, invoicing and collections, resource coordination and logistics, and client communications for both domestic and international clients.



ProfitStreams

• United States
• Advertising Services
• 1 - 100 Employee

• Client Services & Account Management

  • May 2011 - Sep 2012

  Successfully managed new client implementations and project management life-cycle -- from requirements definition to deployment -- while representing the "Voice of the Customer" as a partner to internal cross-functional teams, to have a direct positive impact to product improvements.



New Global Telecom

• Spain

• Network Ops Center Technician & Manager

  • Aug 2001 - Jun 2006

  • Managed day-to-day activities of network operations team responsible for all aspects of maintaining a distributed network, including: preventative maintenance, fault isolation, equipment installation and project, manage connectivity, network performance and timely outage resolution.• Designed and implemented internal quality care programs, raising standards among team members while coaching them towards high performance results