Experience

Scality

• United States
• Software Development
• 100 - 200 Employee

• Sales Enablement Program Manager

  • Oct 2016 - Present



YourMechanic (Acquired)

• United States
• Internet Publishing
• 1 - 100 Employee

• Program Manager

  • Jul 2014 - Aug 2016

  • Forecasted annual financial budgets for recruiting and maintaining mechanic partner supply levels. • Developed and implemented daily and weekly reporting goals to improve individual agent accountability, which increased productivity and work completed by 50%. • Created a scripted email program to address variable customer inquiries reducing agent response time from five to two minutes per email on 1,500 weekly emails saving 75 man-hours per week. • Designed and launched a training program for new Customer Service agents to quickly scale the team and reduce customer call wait times from 15 to 2 minutes. • Established recruiting efforts to attract, screen, and qualify more than 1,000 mechanic candidates per month. • Constructed mechanic onboarding programs from the ground up by developing instructional materials and processes to get mechanic partners working within one week increasing the mechanic supply by 8x. • Produced and wrote 12 instructional best practice videos to increase mechanic awareness, promote key behaviors, and reduce turnover by 12%. • Designed and tested a mechanic performance benchmark and bonus program to motivate key behaviors and improve customer satisfaction by 18%. • Worked closely with the Director of Product to identify website, CRM, and app enhancements and new features to drive innovation in weekly product launches. • Managed vendor relationships and negotiated pricing with 15+ vendors to ensure consistent quality of products and subscriptions. • Implemented an inventory system to track materials, predict reorders, record costs, and forecast future budgets. • Collaborated with Engineering and automotive parts vendors to design a system to track the return of 10,000+ parts, saving the company more than $80,000. Show less



BizQuest

• Technology, Information and Internet
• 1 - 100 Employee

• Senior Operations and Client Service Rep

  • Aug 2011 - Jul 2014

  • Built and maintained strong relationships with more than 200 clients to drive account retention and membership upgrades while exceeding client satisfaction. • Delivered daily technical support to proactively troubleshoot system issues for clients until a resolution was determined. • Collaborated with product development and sales teams to drive website innovation to maximize member experience. • Processed invoices and tracked ad revenue from multiple streams including ad networks, in-line advertisers, and e-blasts. • HTML coded 80+ franchise ad pages to fit client requirements and promote website lead generation. Show less



LoopNet

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Business Development Project Coordinator

  • Jan 2011 - Aug 2012

  • Formulated reports on team productivity to analyze trends and forecast goals. • Tracked current and new client activity to determine optimal approach for client communication. • Developed and implemented procedures such as informational email campaigns and webinars to increase self-maintenance of client accounts. • Increased listing counts by 10,000+ by maintaining affiliate-listing websites advancing partner relationships. • Formulated reports on team productivity to analyze trends and forecast goals. • Tracked current and new client activity to determine optimal approach for client communication. • Developed and implemented procedures such as informational email campaigns and webinars to increase self-maintenance of client accounts. • Increased listing counts by 10,000+ by maintaining affiliate-listing websites advancing partner relationships.



York's Motorwerke

• Walnut Creek, CA

• Office Administrator

  • Sep 2009 - Jul 2010



Del Mar Fairgrounds

• Del Mar, CA

• Marketing Intern

  • Apr 2009 - Jul 2009



Super Warehouse

• Computer Hardware
• 1 - 100 Employee

• Social Marketing Intern

  • Oct 2008 - Feb 2009