Experience

Telesign

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Senior Vice President, Global Operations

  • Jan 2022 - Present

  Marina del Rey, California, United States TeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications, we solve today’s unique customer challenges by bridging your business to the complex world of global telecommunications. • Lead a global department (200+ employees) that consists of Customer Success, Customer Support, Messaging Operations, Global Connectivity, Revenue Operations & Enablement. •… Show more TeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications, we solve today’s unique customer challenges by bridging your business to the complex world of global telecommunications. • Lead a global department (200+ employees) that consists of Customer Success, Customer Support, Messaging Operations, Global Connectivity, Revenue Operations & Enablement. • Own direct revenue responsibility for retention of $550M book of business • Define and implement transformation initiatives, including Voice of Customer, Customer Success Dashboard and Playbook, Onboarding, Usage Monitoring, Account Health Score, and At-Risk Escalation process. • Develop and execute a comprehensive operational strategy aligned with the Company's objectives, ensuring operational excellence and efficiency. • Provide regular reports and analysis on operational performance to the Executive team and Board of Directors.

• Vice President, Global Operations

  • Jan 2021 - Jan 2022

  Marina del Rey, California, United States

• Sr. Director, Global Customer Success & Support

  • Dec 2019 - Jan 2021

  Marina del Rey, California, United States



ProSites

• United States
• Marketing Services
• 1 - 100 Employee

• Director, Global Customer Success & Support

  • May 2018 - Nov 2019

  ProSites, Inc. is a SaaS portfolio company of Rockbridge Growth Equity. ProSites provides an array of digital marketing solutions for over 7,500 medical and dental professionals nationwide. Services include Website Development, Paid Ads, SEO, Content Creation, and Social Media Marketing. • Oversaw the Client Service and Digital Operations organization (70+ employees, 3 locations) • Prepared and reported on department activities at quarterly Ops Review to the Board • Increased CSAT… Show more ProSites, Inc. is a SaaS portfolio company of Rockbridge Growth Equity. ProSites provides an array of digital marketing solutions for over 7,500 medical and dental professionals nationwide. Services include Website Development, Paid Ads, SEO, Content Creation, and Social Media Marketing. • Oversaw the Client Service and Digital Operations organization (70+ employees, 3 locations) • Prepared and reported on department activities at quarterly Ops Review to the Board • Increased CSAT score (98.5% vs. 86.5%) • Developed Customer Retention program (132% retention rate vs. 103%) • Oversaw resource allocation, measured staffing capacity and productivity, and provided regular reporting and analysis to the Board. • Met department financial objectives by forecasting requirements; prepared an annual budget; scheduled expenditures; analyzed variances; and initiated remedial actions as necessary • Maintained and improved service operations by monitoring performance; identified and resolved problems; prepared and completed action plans; completed system audits and analyses, managed process improvement and quality assurance programs • Recruit, hire, train, audit, evaluate and coached staff • Improved customer experience by evaluating, designing, implementing and measuring customer service processes and metrics • Established metrics and reports on key performance indicators (KPI's) to create continuous operational and customer satisfaction improvements. Show less



Promote

• Advertising Services
• 1 - 100 Employee

• Director of Customer Success

  • Oct 2014 - Apr 2018

  Greater Los Angeles Area Promote is a SaaS company that provides a content-driven platform for small businesses. With a heavy focus on branding and authenticity, Promote's proprietary technology allows it to create impactful content that brings the client’s voice to life. Promote seamlessly integrates social media content with cutting-edge design to create unique, engaging Facebook Business pages. • Oversaw the complete operations of the client service department, consisting of over 40 employees responsible for… Show more Promote is a SaaS company that provides a content-driven platform for small businesses. With a heavy focus on branding and authenticity, Promote's proprietary technology allows it to create impactful content that brings the client’s voice to life. Promote seamlessly integrates social media content with cutting-edge design to create unique, engaging Facebook Business pages. • Oversaw the complete operations of the client service department, consisting of over 40 employees responsible for nurturing customer relationships. This department encompassed customer care, account management, retention, technical support, collections, quality assurance, and chargeback teams. • Managed the Company's extensive client base, comprising over 27,000 clients and contributing to an annual recurring revenue (ARR) of $50 million. • Supervised all customer touchpoints within the Company, including email, phone, and live chat. • Established and communicated service standards to the operations team to consistently deliver high-quality customer satisfaction. • Developed and executed strategic plans for call center operations and customer service programs. • Formulated and continuously refined the customer experience strategy. • Created key performance metrics to assess customer experience and brand awareness, capturing customer behavior, analyzing results, and providing cross-departmental recommendations. • Instilled a sense of urgency and entrepreneurial commitment throughout the organization to achieve established goals. • Encouraged the organization to prioritize customer relationships, revenue generation, and profitability. • Cultivated a relentless customer-centric focus in the company's actions. • Fostered collaboration within the organization to optimize the customer experience delivery. • Contributed to developing an evaluation process to solicit client feedback (Voice of Customer).

• Business Development Director

  • Mar 2014 - Oct 2014

  Greater Los Angeles Area



AppStack, Inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Director of Sales

  • Sep 2012 - Feb 2014

  AppStack (the rebranded NewHound) was a Google venture-backed start-up focused on helping businesses acquire and understand local customers through mobile marketing. AppStack’s technology was acquired in 2014. • Managed and expanded both domestic and international sales teams, encompassing over 90 representatives. • Directed the onboarding, training, and development programs for our call centers located in Detroit, Iowa, Costa Rica, and Egypt. • Formulated and executed a… Show more AppStack (the rebranded NewHound) was a Google venture-backed start-up focused on helping businesses acquire and understand local customers through mobile marketing. AppStack’s technology was acquired in 2014. • Managed and expanded both domestic and international sales teams, encompassing over 90 representatives. • Directed the onboarding, training, and development programs for our call centers located in Detroit, Iowa, Costa Rica, and Egypt. • Formulated and executed a comprehensive sales strategy to drive growth and revenue. • Established revenue targets for the department and defined key performance indicators (KPIs) to gauge success. • Conducted monthly meetings with sales managers to assess company performance relative to KPIs. • Presented quarterly and annual sales results to the ELT. • Implemented and monitored the effectiveness of sales strategies across the entire department. • Supervised the performance management of sales staff who were not meeting expectations. • Collaborated closely with the national accounts team to secure and manage large client accounts. • Initiated a range of new business initiatives aimed at boosting sales. • Ensured the organization maintained a robust and effective sales training program. • Implemented an efficient sales pipeline and lead-tracking process. • Introduced and enforced best practices in sales techniques throughout the department.

• Sales Manager

  • Nov 2011 - Aug 2012