Experience

ABS Nautical Systems

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

• Director of Customer Success

  • Apr 2022 - Present

• Product Manager

  • Jan 2019 - Sep 2022

  Spearhead Mobile Product Strategy and lead 5 mobile apps for the maritime industry withfocus on requirements gathering and design specification compliance to achieve results. Collaborate with developers to monitor product final release and end users’ feedback through user group sessions for decision making regarding quality product delivery. Relied upon as a “Go To” and point person for internal and external collaborative sessions to solve product challenges. Engage other product managers, business analysis, and client’s business stakeholders to understand pain points and deliver on strategic priorities. Perform independent market analysis, user research and competitor analysis in support of strategic planning and prioritization of features for driving short-term, mid-term and long-term objectives.Drive vision, product roadmap and product rollout to deliver industry leading solutions. Create user documentation, update, and make available through HTML on customer portal while simultaneously managing technical writers to meet key goals. Collaborate with the Marketing team to develop the Go-To-Market plan and content for an integrated marketing campaign, including pitch decks, digital advertising, social media posts, and customer success management collateral. Provide product demos and conduct product review & feedback sessions to internal stakeholders and clients to boost overall growth and profitability of the products. Identify, build, and manage long-term relationships with strategic partners in the software and marine industries.



American Bureau of Shipping (ABS)

• United States
• Maritime Transportation
• 700 & Above Employee

• Global Customer Service Manager, ABS Nautical Systems

  • Jan 2016 - Sep 2022

  Internal promotion to the Global Customer Service Manager. Currently leading a global team of 15 technical support analyst to provide global customer service to internal and external clients. Acting as the departments Quality Officer to confirm the teams are working towards enforcing policies and procedures for consistent quality customer service delivery. Created new revenue opportunities to be offered by support functions to provide extended support services to existing customer base. Implemented customer-service standards and unified processes to determine system improvement and enact changes as needed to achieve customer service objectives. Established and communicated customer service metrics while monitoring and analyzing results to improve customer service quality results. Accomplished customer service and human resource objectives by training, assigning, scheduling, coaching, counseling, and ensuring employees compliance to best practices.

• Customer Care Manager, ABS Nautical Systems

  • Jan 2015 - Dec 2015

  Internal promotion to a newly created role focused on the customer. Responsible for revamping the customers experience with Nautical Systems Products and Services. Created and implemented a customer satisfaction survey and client NPI scoring. Created and delivered customer webinars and user groups. Managed the Global Annual Users Conference agenda, materials and outreach. Assisted with customer ranking, communication outreach strategy, and our own Nautical Systems newsletter.

• Account Manager, ABS Nautical Systems

  • Sep 2012 - Dec 2014

  Directed contract negotiations and payment of products and services. Oversaw add-on sales to meet business goals by recognizing products and services needed. Worked with NS clients in business analysis, project planning, customer support and proactive resolution of issues. Involved actively with clients purchase, rollout and use of NS products (Maritime ERP Software) and services while serving as focal point for all technology planning and delivery of services. Managed 30+ customer accounts to include ABS Key clients with over 100 assets in their fleet. Conducted daily, weekly, monthly, and quarterly meeting to discuss client needs, status, future growth and feedback. Saw a need in the industry to offer our products and services and implemented a “Workboat” initiative to target these specific inland and small boat prospects for new leads.



United Maritime Group

• Maritime Transportation
• 1 - 100 Employee

• NS5 Administrator, United Ocean Services (TECO)

  • Jan 2010 - Jul 2012

  Internal promotion at TECO from the Support Coordinator to the Fleet Operational Software Administrator. Provided staff support to the Engineering, Purchasing, Safety, IT and Marine Personnel departments. Supported various departments to include completion of special projects, report generation, database management, and system administration. Created and maintained purchasing/maintenance processes and procedures to increase efficiency and audit controls. Established and maintained User Manuals and Training Courses to ensure that all crew and shoreside personnel are well versed in the Operations Software Programs. Ensured NS Enterprise (Marine ERP System) followed Class, ISM and USCG policies and procedures. Performed upgrades, installs, fixes of program, and assisted IT with network/software issues. Created the budgets for new programs annually and major Drydock Capital projects. Implemented an ISM (International Safety Management) system for our Barge Line Company.

• Services Support Coordinator, United Ocean Services (TECO)

  • Jun 2006 - Jan 2010

  Coordinated and planned organizational meetings, functions, events, seminars, training to shore and vessel crew members. Administer and maintain Records Retention and Random Drug TestingPrograms. Maintained and reported on OSHA injuries and completed annual filing. Participated in company’s corrective action process and planned maintenance program while conducting interviews and assisting in selecting marine personnel. Completed all U.S. Customs documentation for foreign repairs and reduced possible duty exposure, saving the company millions over for 5 consecutive years. Assisted in updating and maintaining company’s safety management manuals and performed training to the fleet and shoreside on procedures. Performed vessel internal safety audits while creating quarterly newsletter for employees and customers to execute on key initiatives.



American Cancer Society

• United States
• Non-profit Organizations
• 700 & Above Employee

• Executive Assistant

  • Jan 2005 - Jun 2006

  Researched, reviewed, and created policies and procedures for departments use while coordinating trainings for staff and volunteers to align common goals and enhance operational excellence. Created and edited numerous spreadsheets with the use of Excel and Siebel to track the States income goals. Facilitated improved processes to boost service delivery by providing excellent verbal and written communication between upper and lower levels of management. Managed volunteer services and assisted clients with care products.



US Army

• United States
• Armed Forces
• 700 & Above Employee

• Military Police Officer/Security Manager

  • Jan 2001 - Jan 2005

  Prepare memorandums and general correspondence in Microsoft Word. Handle filing, organizing and creating personnel records. Answer and scheduled appointments for incoming calls. Maintained, ordered and distributed office supplies pricing over $30,000 annually. Created and edited new ways to track staff needs using Microsoft Excel and Power Point. Maintained over 1,500 personnel and office files. Trained and supervised employees on all administrative task. Assisted a company of over two hundred on promotions, awards, finance, legal and all other personnel actions. Assisted a company of over two hundred employees on receiving and maintaining a Secret and Top Secret Security Clearance. Conducted background checks on each employee. Conducted safety and security inspections on all soldiers and sites with in the community. Advised higher command on all security actions. Established new security measures for unit command. Utilized various physical security, law enforcement, and crime prevention techniques. Provided protective services for dignitaries. Provided security and enforced regulations for a military community of over 5,000 in an area of high security risk. Maintained professional relationships with multiple international police and military police agencies. Performed foot and motorized patrols. Maintained traffic control and enforced traffic regulations. Searched, seized, evaluated and documented contraband and evidence according to federal and local laws. Organized and trained over 25 soldiers on all police procedures.