Experience

Blackbird

• Wholesale
• 1 - 100 Employee

• Senior Director Of Support & Data Management

  • Aug 2018 - Present

  Responsibilities • Oversaw the integration of two SaaS Support Teams through two company mergers and acquisitions (Blackbird and Baker acquired by TILT Holdings in 2018 + Blackbird acquired by HERBL Inc. in 2020) • Integrated newly acquired SaaS softwares into team trainings, effectively supporting two different SaaS software applications, client bases, customer types, and service offerings • Analyzed weekly KPIs and reach quarterly OKRs • Addressed client and customer needs (prior,… Show more Responsibilities • Oversaw the integration of two SaaS Support Teams through two company mergers and acquisitions (Blackbird and Baker acquired by TILT Holdings in 2018 + Blackbird acquired by HERBL Inc. in 2020) • Integrated newly acquired SaaS softwares into team trainings, effectively supporting two different SaaS software applications, client bases, customer types, and service offerings • Analyzed weekly KPIs and reach quarterly OKRs • Addressed client and customer needs (prior, during, and post launch) • Continually identified opportunities for process, training, resource, and quality of life improvements • Promoted self service Support through coordination of documentation creation, video tutorial recording, and customized Al bot pathways

• Customer Service Manager

  • May 2018 - Aug 2018

  Responsibilities • Built customer service team from the ground up to support B2B wholesale transportation and B2C online ordering and last mile delivery • Established department and company wide standard operating procedures related to support and service offerings • Hired, onboarded, and trained customer service team to provide effective and satisfactory support to both clients and customers



The Law Firm of Herb Santos, Jr.

• Legal Assistant

  • Oct 2017 - Apr 2018

  Responsibilities • Filed legal documents and requests to applicable courts • Requested and organized medical and insurance records • Oversaw final personal injury case determinations and payouts Responsibilities • Filed legal documents and requests to applicable courts • Requested and organized medical and insurance records • Oversaw final personal injury case determinations and payouts



Silver State Relief

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• HR/Marketing/Compliance Manager

  • Jul 2016 - Sep 2017

  Responsibilities • Candidate recruiting including, interviewing, offer letter writing, on boarding and fielding employment inquires • Payroll processing, ensuring hours are accurate and properly passed to Accounting

• • Assist Dispensary Supervisors and General Manager with discipline and terminations • Design and implement formal annual review program • Assume responsibilities for Agent Card applications and renewals as required by the State of Nevada • Ensure all… Show more Responsibilities • Candidate recruiting including, interviewing, offer letter writing, on boarding and fielding employment inquires • Payroll processing, ensuring hours are accurate and properly passed to Accounting
• • Assist Dispensary Supervisors and General Manager with discipline and terminations • Design and implement formal annual review program • Assume responsibilities for Agent Card applications and renewals as required by the State of Nevada • Ensure all staff is performing to compliance expectations in terms of company policy and within State laws and regulations • Keep abreast of regulatory changes and disseminate to leadership team for continued compliance

• Patient Intake Coordinator

  • Aug 2015 - Jul 2016

  Responsibilities • Maintain patient and company records in accordance with State of Nevada laws and regulations • Continually provide exceptional customer service to all visitors, answer questions, and provide facility tours as required • Communicate with Dispensary Agents and Dispensary Manager to ensure efficient patient traffic flow to reduce wait times and ensure consistently high levels of customer satisfaction