Experience

Symbio

• Australia
• Software Development
• 200 - 300 Employee

• Chief Executive Officer - CPaaS

  • 2022 - 2022

  Seattle, Washington, United States Key member of the C-Suite executive team responsible for developing and executing the strategic plan for the Symbio Connect CPaaS business unit, which encompasses a large-scale organization spanning Engineering, Product Management, Operations, Marketing, & Business Development departments with teams distributed globally. Scope included multimillion dollar P&L ownership and several hundred employees worldwide. ➤ Maximized output and efficiency by strategically adding software engineering… Show more Key member of the C-Suite executive team responsible for developing and executing the strategic plan for the Symbio Connect CPaaS business unit, which encompasses a large-scale organization spanning Engineering, Product Management, Operations, Marketing, & Business Development departments with teams distributed globally. Scope included multimillion dollar P&L ownership and several hundred employees worldwide. ➤ Maximized output and efficiency by strategically adding software engineering resources based out of India and implementing innovative software development plans, resulting in significant cost savings, increased software delivery, and added value to the business. ➤ Transformed a business unit into a SaaS organization with a large market opportunity for digital workers, enabling business application migration to the cloud. ➤ Successfully recruited and onboarded talent to lead the organization with a sustainable growth-driven approach, resulting in positive outcomes for profitability and growth. ➤ Managed complex contracts and increased customer acquisition and retention through successful negotiation, resulting in the company's long-term engagement. ➤ Crafted and executed a strategic growth plan, resulting in favorable outcomes for engagement, web traffic, brand favorability, customer satisfaction (CSAT) scores, and media attention. ➤ Contributed to the company's growth in the Asian market by implementing effective strategies that led to improved financial outcomes. Show less



Webex

• United States
• Telecommunications
• 700 & Above Employee

• VP & GM of Collaboration and Customer Experience

  • 2021 - 2022

  Seattle, Washington, United States Directed a distributed, cross-functional organization to deliver a triple-digit YoY booking growth ($426M) across the CX portfolio. Multimillion dollar P&L ownership. ➤ Boosted sales by 20% from FY20 to FY21, totaling $426M in portfolio sales growth, surpassing targets. Cloud services recorded a remarkable increase of 237%, exceeding the 17% portfolio and 113% cloud target ➤ Proliferated 282% customer/client growth with effective sales strategies, targeted marketing, and product… Show more Directed a distributed, cross-functional organization to deliver a triple-digit YoY booking growth ($426M) across the CX portfolio. Multimillion dollar P&L ownership. ➤ Boosted sales by 20% from FY20 to FY21, totaling $426M in portfolio sales growth, surpassing targets. Cloud services recorded a remarkable increase of 237%, exceeding the 17% portfolio and 113% cloud target ➤ Proliferated 282% customer/client growth with effective sales strategies, targeted marketing, and product innovation ➤ Raised baseline of Women in Tech to 22.15% from 16% by implementing a sponsorship program, 50% women participation in interview loops, and diversity-focused college graduate programs ➤ Outsourced key functions to save 6% ($42.M) without compromising high standards of quality and service ➤ Improved cloud services uptime from 99% to 99.95% by prioritizing operational features and dedicating 20% of engineering resources over two quarters, meeting the demands of the health and financial industries ➤ Scaled cloud services to 7.5K concurrent interactions per customer, surpassing the 2.5K FY target and achieving a 260% increase in capacity, enabling large enterprise to migrate ➤ Positioned and launched the Webex Suite for hybrid work, including the contact center, and overcame hybrid/remote challenges brought on by the COVID-19 pandemic while simultaneously boosting NPS by 20%+ over 12-months ➤ Differentiated Webex UCaaS in a competitive market and drove the product plan that positioned Webex as the #1 choice ➤ Spearheaded culture and team performance transformation which boosted top talent retention by 100% and elevated employee satisfaction to record-high levels ➤ Ideated, presented, and executed strategic plans which yielded $50.5M in revenue with another $43M projected over 3-years ➤ Promoted strong and sustainable CCAI and S+/OEM vendors relations by collaborating with the Partner Sales team. Show less



Amazon Web Services (AWS)

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Head of Global Communications for Amazon Connect

  • 2018 - 2021

  Greater Seattle Area Led an organization across a product portfolio with roadmap definition, scope, and strategy for 123 engineers representing 6B minutes of voice usage across softphone, streaming, telecom, carrier negotiations to achieve a 10X revenue growth, from $16M to $320M. Multimillion dollar P&L ownership. ➤ Drove strategic direction achieving Amazon Connect's accelerated adoption targets, including access to global Tier-1 telephony suppliers using the AWS network, improving agent efficiency 15%… Show more Led an organization across a product portfolio with roadmap definition, scope, and strategy for 123 engineers representing 6B minutes of voice usage across softphone, streaming, telecom, carrier negotiations to achieve a 10X revenue growth, from $16M to $320M. Multimillion dollar P&L ownership. ➤ Drove strategic direction achieving Amazon Connect's accelerated adoption targets, including access to global Tier-1 telephony suppliers using the AWS network, improving agent efficiency 15% ($7M cost savings for enterprises with 6K+ agents) ➤ Pioneered first-of-its-kind service that allows customers to redirect contacts and call center agents between AWS regions using public APIs for verticals that require disaster recovery with a revenue target of $200M in FY22 ➤ Hired and trained new contract negotiators to increase our carrier mix for Tier-1 telephony providers, reduce cost by $25M, decrease time to resolve service events by 52% on average, and in 2020 gave over 50 telephony rate reductions to customers Show less



Five9

• United States
• Software Development
• 700 & Above Employee

• Director Product Management

  • 2016 - 2018

  Seattle, Washington, United States Catalyzed business performance for the Global Voice Service, Unified Communication Adaptors as a Service, and Omni Channels, by identifying market and product opportunity gaps and driving solutions and growth strategies that raised the bar and propelled revenue generation. Keynote speaker at company events. ➤ Launched five (5) successful products in 3-years, including Enterprise Scale, Avaya UC Adapter, WebRTC, Five9 Global Voice, and Skype for Business Integration which expanded the… Show more Catalyzed business performance for the Global Voice Service, Unified Communication Adaptors as a Service, and Omni Channels, by identifying market and product opportunity gaps and driving solutions and growth strategies that raised the bar and propelled revenue generation. Keynote speaker at company events. ➤ Launched five (5) successful products in 3-years, including Enterprise Scale, Avaya UC Adapter, WebRTC, Five9 Global Voice, and Skype for Business Integration which expanded the footprint and positioned Five9 as a global contact center service provider ➤ Increased voice scale 10X, reduced OPEX by 20% ($11M), increased product specific competitive wins by 30%, added 20 new FTE in 1-year, unlocked $75M in new multi-national opportunities, and seized UCaaS and CCaaS integration opportunity 𝙋𝙧𝙤𝙟𝙚𝙘𝙩 𝘿𝙚𝙩𝙖𝙞𝙡𝙨: ◉ Migrated obsolete hardware-based voice architecture, reducing OPEX by $11M or 20% in maintenance costs while increasing voice scale by 10X to enable on-premises customers to migrate to the cloud [Enterprise Scale, 2018] ◉ Increased Avaya sales by 30% resulting in 20K new contact center agents in one fiscal year alone by enabling access to the enterprise workforce [Avaya UC Adapter, 2018]. ◉ Enabled customers to eliminate hardware-based handsets or IP Phones usage and imbed media controls into the business application of their choice [WebRTC, 2018]. ◉ Drove $75M in new sales with multi-national US-based customers and established the company as a global provider by enabling connectivity of the Tokyo, Sydney, Dublin and Sao Paulo regions with the centralized US center [Five9 Global Voice, 2017]. ◉ Strengthened synergies including GTM motions with Microsoft by launching one of the first UCaaS and CCaaS integrations for ZenDesk, Salesforce Lightning, Oracle and Dynamics [Skype for Business Integration, 2016].

• Connectivity Services Manager

  • 2013 - 2016

  Virtual - Seattle, WA Began with the company as the CONNECTIVITY SERVICES MANAGER; developed and implemented the strategic vision to drive growth for connectivity and networking products and services. Promoted to Director.

• Solutions Architect

  • 2013 - 2013

  Virtual - Seattle, WA



Continuant

• Telecommunications
• 200 - 300 Employee

• Solutions Architect

  • 2012 - 2012

  Greater Seattle Area ➤ Doubled Cisco revenues in six short months ➤ Developed a webinar series focused on vertical markets that helped open new discussions and revenue opportunities for BYOD and Telepresence in Healthcare ➤ Re-branded the company's message from a traditional maintenance provider to a systems integrator ➤ Provided detailed Cisco diagrams, designs and configuration for customers utilizing CCW and Visio



CenturyLink

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sales Engineer Principal

  • 2010 - 2012

  Seattle, Washington, United States ➤ Managed yearly revenues of $21 million in sales and services ➤ Subject matter expert on cloud architectures (RTAR, SIP, IVR) ➤ Delivered strategic road maps to integrate UC&C with network products such as MPLS, SIP and Network Management ➤ Trusted strategic advisor and contributor to clients and within CenturyLink business lines while maintaining OpEx/CapEx modeling with focus on ROI/TCO



Verizon Business

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IPT Solutions Architect

  • 2007 - 2010

  Seattle, Washington, United States ➤ Provided long-term strategies for customers that involved the use of IPT products or hosting services from VzB ➤ Managed several teams of sales/technical resources to form appropriate packages for customer requests for proposals or technical information ➤ Developed some the largest national IP Telephony proposals for IPT/SIP Trunking services from Verizon Business ➤ Trained customers on technology roadmaps for Cisco, AVAYA and Verizon Business



Avaya

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sales Engineer - IPT

  • 2005 - 2007

  Seattle, Washington, United States ➤ Provided customers with strategic technology roadmaps on an annual basis ➤ Operated as the subject matter expert on IP Telephony and Interoperability between AVAYA and CISCO convergence product suites ➤ Responsible for some the largest global IP Telephony / Converged Deployments at AVAYA ➤ Provide ongoing training to both the internal sales channel and quarterly technology transfers for AVAYA’s strategic customers



Nokia Bell Labs

• Telecommunications
• 700 & Above Employee

• Application Sales Consultant

  • 1998 - 2005

  Seattle, Washington, United States ➤ Design Engineer for large applications such as Call Center, networked PBX platforms and specialized voice mail configurations ➤ Generated over $5 million in annual revenues ➤ Conducted training and seminars for internal sales teams and external customers ➤ Spoke at industry events on evolving technologies such as VoIP, ATM and frame