Experience

Agile Velocity

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Senior Director, Client Success & People Operations

  • Oct 2018 - Present

  Responsibilities: • Manage Client Relationships • Own all contractual stages (initial, extension, expansion) as well as responsibilities around billing questions from client • Ensure Customer Satisfaction • Manage engagement status, risks/issues, progress communication with client • Communicate budget progress and status to client • Responsible for multiple accounts • Ensures AV Team Success • Work with sales to coordinate a smooth transition from sales prospect to AV… Show more Responsibilities: • Manage Client Relationships • Own all contractual stages (initial, extension, expansion) as well as responsibilities around billing questions from client • Ensure Customer Satisfaction • Manage engagement status, risks/issues, progress communication with client • Communicate budget progress and status to client • Responsible for multiple accounts • Ensures AV Team Success • Work with sales to coordinate a smooth transition from sales prospect to AV client • Lead client kickoff meeting (agenda preparation, client communication, follow up tracking) • Drive resolution to escalated issues related to coaches or deliverables • Own and lead the collaboration with the Principal Coach and coaching team to deliver consistent and accurate visibility updates to ensure client is aware of wins, gaps, and acceleration opportunities • Grow Account • Become a trusted advisor to the client • Conduct monthly business reviews with all assigned customers • Create and manage the plan to extend and expand the account • Build durable, honest, and supportive relationships with the client • Expand relationships within client organization, up to, and including the C-suite • Uncover and collaborate with Principal Coach to reveal additional training and coaching opportunities to the client • Responsible for conducting monthly touch points with client executive sponsors and driving extension and expansion opportunities • Conduct recurring client satisfaction checks via NPS to ensure the highest level of service is being provided • Coordinates and Supports AV • Collaborate with Principal Coach to forecast future personnel needs Show less Responsibilities: • Manage Client Relationships • Own all contractual stages (initial, extension, expansion) as well as responsibilities around billing questions from client • Ensure Customer Satisfaction • Manage engagement status, risks/issues, progress communication with client • Communicate budget progress and status to client • Responsible for multiple accounts • Ensures AV Team Success • Work with sales to coordinate a smooth transition from sales prospect to AV… Show more Responsibilities: • Manage Client Relationships • Own all contractual stages (initial, extension, expansion) as well as responsibilities around billing questions from client • Ensure Customer Satisfaction • Manage engagement status, risks/issues, progress communication with client • Communicate budget progress and status to client • Responsible for multiple accounts • Ensures AV Team Success • Work with sales to coordinate a smooth transition from sales prospect to AV client • Lead client kickoff meeting (agenda preparation, client communication, follow up tracking) • Drive resolution to escalated issues related to coaches or deliverables • Own and lead the collaboration with the Principal Coach and coaching team to deliver consistent and accurate visibility updates to ensure client is aware of wins, gaps, and acceleration opportunities • Grow Account • Become a trusted advisor to the client • Conduct monthly business reviews with all assigned customers • Create and manage the plan to extend and expand the account • Build durable, honest, and supportive relationships with the client • Expand relationships within client organization, up to, and including the C-suite • Uncover and collaborate with Principal Coach to reveal additional training and coaching opportunities to the client • Responsible for conducting monthly touch points with client executive sponsors and driving extension and expansion opportunities • Conduct recurring client satisfaction checks via NPS to ensure the highest level of service is being provided • Coordinates and Supports AV • Collaborate with Principal Coach to forecast future personnel needs Show less



OmniVere

• United States
• Legal Services
• 1 - 100 Employee

• General Manager, Operations and Services

  • 2017 - 2018

  • Requested by CEO and CBO to take on role; provide strategic oversight to Project Management, Client Support & Hosting, Operations, Processing, Technology, Forensics, and Security & Compliance teams. • Perform all HR functions such as employee onboarding/offboarding and conducting internal investigations. Created developmental goals and executed performance review process. ----- Revamped onboarding to include training on company history, core values, and daily responsibilities. •… Show more • Requested by CEO and CBO to take on role; provide strategic oversight to Project Management, Client Support & Hosting, Operations, Processing, Technology, Forensics, and Security & Compliance teams. • Perform all HR functions such as employee onboarding/offboarding and conducting internal investigations. Created developmental goals and executed performance review process. ----- Revamped onboarding to include training on company history, core values, and daily responsibilities. • Report on strategic initiatives at quarterly governance meetings and present at Board of Director Meetings as senior leadership team member. Ensure year-long HR financial and ISO audit compliance. • Analyze and improve existing processes to streamline performance and deliver high-end client service. Establish workflow, policies, and procedures for clients with minimal eDiscovery experience. ----- Reduced payroll by hiring third-party company to act as Security & Compliance on consultative basis. ----- Implemented incident reporting and tracking to monitor potential client impact. Established monthly board to review incidents, implement solutions, and determine mitigation strategies. Select Achievements • Established revenue progress report to provide senior leadership with insight regarding billed, remaining, and expected revenue. • Streamlined user account creation process to provide quicker turnaround times and allow for client access. • Executed security training software to 150+ employees, resulting in increased efficiencies and high passing rates during security policy testing. Show less • Requested by CEO and CBO to take on role; provide strategic oversight to Project Management, Client Support & Hosting, Operations, Processing, Technology, Forensics, and Security & Compliance teams. • Perform all HR functions such as employee onboarding/offboarding and conducting internal investigations. Created developmental goals and executed performance review process. ----- Revamped onboarding to include training on company history, core values, and daily responsibilities. •… Show more • Requested by CEO and CBO to take on role; provide strategic oversight to Project Management, Client Support & Hosting, Operations, Processing, Technology, Forensics, and Security & Compliance teams. • Perform all HR functions such as employee onboarding/offboarding and conducting internal investigations. Created developmental goals and executed performance review process. ----- Revamped onboarding to include training on company history, core values, and daily responsibilities. • Report on strategic initiatives at quarterly governance meetings and present at Board of Director Meetings as senior leadership team member. Ensure year-long HR financial and ISO audit compliance. • Analyze and improve existing processes to streamline performance and deliver high-end client service. Establish workflow, policies, and procedures for clients with minimal eDiscovery experience. ----- Reduced payroll by hiring third-party company to act as Security & Compliance on consultative basis. ----- Implemented incident reporting and tracking to monitor potential client impact. Established monthly board to review incidents, implement solutions, and determine mitigation strategies. Select Achievements • Established revenue progress report to provide senior leadership with insight regarding billed, remaining, and expected revenue. • Streamlined user account creation process to provide quicker turnaround times and allow for client access. • Executed security training software to 150+ employees, resulting in increased efficiencies and high passing rates during security policy testing. Show less



KrolLDiscovery

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

• Vice President, Client Experience

  • 2016 - 2017

  • Selected to establish new Client Experience department after acquisition of Kroll by LDiscovery LLC due to vast experience facilitating exceptional customer satisfaction . • Directed Project Management, Client Experience, Client Support, Contracts, and Operation teams to ensure client satisfaction, appropriate process flow, and successful process revision execution. • Delivered accurate and high‐quality litigation support services throughout lifecycle of eDiscovery matters… Show more • Selected to establish new Client Experience department after acquisition of Kroll by LDiscovery LLC due to vast experience facilitating exceptional customer satisfaction . • Directed Project Management, Client Experience, Client Support, Contracts, and Operation teams to ensure client satisfaction, appropriate process flow, and successful process revision execution. • Delivered accurate and high‐quality litigation support services throughout lifecycle of eDiscovery matters, including consultation on data collections, processing, review, analytics, and production. • Acted as strategic partner to Senior Management, Sales, and Operations teams, providing mentoring and sustainable solutions. Served as key player in acquisitions, due diligence, and integration. • Provided exceptional customer service by developing custom software solutions for existing and prospective clients. Ensured security of client data per ISO27001 data center best practices. • Spearheaded best practices, policies, and procedures for annuity clients. Established Project Management notebook to proactively provide project data and facilitate client decision-making regarding cost-saving matters during quarterly governance meetings. Select Achievements • Reached annual savings of $50-60K by implementing on-call rotation. • Reduced financial credits by implementing SOPs to ensure proper client billing. • Achieved score of 78% client recommendation rate with 0% unlikely to recommend rate after implementing NPS system-based client feedback process. Show less • Selected to establish new Client Experience department after acquisition of Kroll by LDiscovery LLC due to vast experience facilitating exceptional customer satisfaction . • Directed Project Management, Client Experience, Client Support, Contracts, and Operation teams to ensure client satisfaction, appropriate process flow, and successful process revision execution. • Delivered accurate and high‐quality litigation support services throughout lifecycle of eDiscovery matters… Show more • Selected to establish new Client Experience department after acquisition of Kroll by LDiscovery LLC due to vast experience facilitating exceptional customer satisfaction . • Directed Project Management, Client Experience, Client Support, Contracts, and Operation teams to ensure client satisfaction, appropriate process flow, and successful process revision execution. • Delivered accurate and high‐quality litigation support services throughout lifecycle of eDiscovery matters, including consultation on data collections, processing, review, analytics, and production. • Acted as strategic partner to Senior Management, Sales, and Operations teams, providing mentoring and sustainable solutions. Served as key player in acquisitions, due diligence, and integration. • Provided exceptional customer service by developing custom software solutions for existing and prospective clients. Ensured security of client data per ISO27001 data center best practices. • Spearheaded best practices, policies, and procedures for annuity clients. Established Project Management notebook to proactively provide project data and facilitate client decision-making regarding cost-saving matters during quarterly governance meetings. Select Achievements • Reached annual savings of $50-60K by implementing on-call rotation. • Reduced financial credits by implementing SOPs to ensure proper client billing. • Achieved score of 78% client recommendation rate with 0% unlikely to recommend rate after implementing NPS system-based client feedback process. Show less



LDiscovery LLC

• United States
• Legal Services
• 1 - 100 Employee

• Vice President, Operations & Project Management

  • 2014 - 2016

  • Led 60+ staff members throughout Operations, Project Management, Contract, and Client Support teams to perform data collection, processing, culling, migration, and document review. • Conducted regular lunch & learns to provide information and training to employees interested in obtaining high-value certifications. • Spearheaded process revisions to streamline flow, ensure team collaboration, and provide exceptional client experiences. ----- Reduced deliverable and production… Show more • Led 60+ staff members throughout Operations, Project Management, Contract, and Client Support teams to perform data collection, processing, culling, migration, and document review. • Conducted regular lunch & learns to provide information and training to employees interested in obtaining high-value certifications. • Spearheaded process revisions to streamline flow, ensure team collaboration, and provide exceptional client experiences. ----- Reduced deliverable and production issues through implementation of new QC policy and inclusion of secondary QC checks. ----- Established quarterly governance meetings with clients to provide project updates and resolutions for issues or concerns. ----- Introduced work order tracking system to allow for dashboard of outstanding items and greater billing metrics. Show less • Led 60+ staff members throughout Operations, Project Management, Contract, and Client Support teams to perform data collection, processing, culling, migration, and document review. • Conducted regular lunch & learns to provide information and training to employees interested in obtaining high-value certifications. • Spearheaded process revisions to streamline flow, ensure team collaboration, and provide exceptional client experiences. ----- Reduced deliverable and production… Show more • Led 60+ staff members throughout Operations, Project Management, Contract, and Client Support teams to perform data collection, processing, culling, migration, and document review. • Conducted regular lunch & learns to provide information and training to employees interested in obtaining high-value certifications. • Spearheaded process revisions to streamline flow, ensure team collaboration, and provide exceptional client experiences. ----- Reduced deliverable and production issues through implementation of new QC policy and inclusion of secondary QC checks. ----- Established quarterly governance meetings with clients to provide project updates and resolutions for issues or concerns. ----- Introduced work order tracking system to allow for dashboard of outstanding items and greater billing metrics. Show less



RenewData, an LDiscovery Company

• United States
• Legal Services
• 1 - 100 Employee

• Director, Project Management

  • 2011 - 2014

  • Created best practices and standard workflows for all projects to develop project management team. ----- Increased client satisfaction and reduced cost 40% by restructuring project management team. Success led to ongoing implementation throughout tenure. ----- Established new escalation protocol to assist with client issue resolution. • Managed incoming revenue to consult clients on best available solutions; led weekly project revenue analysis meetings in partnership with executive… Show more • Created best practices and standard workflows for all projects to develop project management team. ----- Increased client satisfaction and reduced cost 40% by restructuring project management team. Success led to ongoing implementation throughout tenure. ----- Established new escalation protocol to assist with client issue resolution. • Managed incoming revenue to consult clients on best available solutions; led weekly project revenue analysis meetings in partnership with executive leaders and project leads. • Performed due diligence during acquisitions and executed integration.

• Manager, Project Management

  • 2009 - 2011

  • Single-handedly managed top two clients successfully.

• Project Manager

  • 2008 - 2009

  • Utilized archiving solution to assist clients with accessing prior emails for early case assessments.

• Project Coordinator

  • 2007 - 2008



Baker Botts LLP

• United States

• Legal Assistant to Managing Partner

  • 2006 - 2007

  • Responsible for scheduling client meetings and events. • Daily communications with clients and other attorneys firm wide. • Preparing and scheduling strategic yearly meetings, monthly partner luncheons and bi-monthly associate luncheons. • Responsible for travel arrangements both internationally and domestically. • Maintain attorney’s calendars. • Input billable time and review and revise pre-bills monthly. • Organize and update employee files. • Draft… Show more • Responsible for scheduling client meetings and events. • Daily communications with clients and other attorneys firm wide. • Preparing and scheduling strategic yearly meetings, monthly partner luncheons and bi-monthly associate luncheons. • Responsible for travel arrangements both internationally and domestically. • Maintain attorney’s calendars. • Input billable time and review and revise pre-bills monthly. • Organize and update employee files. • Draft and edit briefs and motions. • Working for the Partner-In-Charge in addition to another Partner and Associate of an international law firm there are many varieties of daily administrative duties that required my attention. Show less • Responsible for scheduling client meetings and events. • Daily communications with clients and other attorneys firm wide. • Preparing and scheduling strategic yearly meetings, monthly partner luncheons and bi-monthly associate luncheons. • Responsible for travel arrangements both internationally and domestically. • Maintain attorney’s calendars. • Input billable time and review and revise pre-bills monthly. • Organize and update employee files. • Draft… Show more • Responsible for scheduling client meetings and events. • Daily communications with clients and other attorneys firm wide. • Preparing and scheduling strategic yearly meetings, monthly partner luncheons and bi-monthly associate luncheons. • Responsible for travel arrangements both internationally and domestically. • Maintain attorney’s calendars. • Input billable time and review and revise pre-bills monthly. • Organize and update employee files. • Draft and edit briefs and motions. • Working for the Partner-In-Charge in addition to another Partner and Associate of an international law firm there are many varieties of daily administrative duties that required my attention. Show less