Experience

AutomaTech, Inc.

• United States
• Automation Machinery Manufacturing
• 1 - 100 Employee

• Director of Operations

  • Sep 2022 - Present



PTC

• United States
• Software Development
• 700 & Above Employee

• Customer Operations Manager - Subscription Renewals

  • 2017 - 2021

  • Lead a global team of operations representatives resolving complex customer subscription issues as the escalation point of contact for Channel and Renewal Sales, and Customer Success. Processes were optimized to improve the customer journey while creating solutions to reduce likelihood of future cases. • First manager in company to develop and deploy process automation via RPA driving efficiency and automation while eliminating hundreds of manual work hours quarterly. Areas of impact: channel sales, renewal sales and online store. • Contributed as order management leader to cross functional project teams focused on improving the customer purchasing and renewal experience: decreasing churn in renewals, identifying and minimizing root causes of credits and simplifying invoicing. • Created operations KPI metrics dashboard to review performance and obtain reporting results in a single location to obtain pertinent data in clear formats. • Created a subject matter expert (SME) certification program to recognize and develop analysts while identifying the correct personnel to other departments for areas of expertise. Show less



U.S. Coast Guard

• Armed Forces
• 700 & Above Employee

• Coast Guard Reserve Chief Petty Officer

  • 1996 - 2019

  • Provided leadership to enlisted personnel at Coast Guard Stations during monthly training events including search and rescue and maritime law enforcement activities. • Participated in law enforcement actions with multinational security services that resulted in seizures of narcotics valued at over $110M. • Maintained a Secret Security Clearance • Provided leadership to enlisted personnel at Coast Guard Stations during monthly training events including search and rescue and maritime law enforcement activities. • Participated in law enforcement actions with multinational security services that resulted in seizures of narcotics valued at over $110M. • Maintained a Secret Security Clearance



Clean Harbors

• United States
• Environmental Services
• 700 & Above Employee

• • 2013 - 2015

  • Negotiated $5MM of contract pricing and process improvements for corporate contracts, increasing profitability by finding and eliminating revenue leakage• Prepared and presented quarterly financial presentations to C- level executives, communicating pricing trends, revenue impacts, and recommendations for strategic accounts.• Supported Deal Desk pricing management, contract dispute resolutions, and customer audits, improving customer satisfaction and prompt payments• Served as bid pricing lead for analysis of labor, capital equipment and materials, Return on Investment (ROI), and estimation of margins from projected contract revenues for major proposals, ensuring resulting contracts would meet company margin goals. Show less

• • 2012 - 2013

  • Performed pricing analysis for complex bids and Request for Proposal (RFP) responses, ensuring outcomes would support strategic pricing initiatives and data-based decision making.• Managed deal desk program including developing and testing quote-to-cash software systems for quoting, sales support, cost data, and regionalized pricing.• Developed quote KPIs for technical sales force and provided best pricing practices training events to account managers and technical sales force during multiple company acquisitions, targeting areas of training to acquaint team with preferred estimating methods during acquisitions.• Trained field service pricing staff in deal desk operations to provide quote evaluations that included profitability analysis and technical details of service offerings, delivering customers clear and concise quotes that contained preferred methods of pricing with detailed scopes of work (SOW). Show less

• • 2008 - 2012

  • Completed time sensitive quote evaluations on deal desk valued at $200MM+ annually, collaborating with account managers to promptly deliver profitable quotes to customers.• Implemented price increases, yielding year-over-year price improvements (5 - 9%) on labor, equipment, and material line items.• Collaborated daily with technical sales staff and managers to identify opportunities to improve quoted margins and finalize customer quotations as part internal pricing approval processes.• Developed and reported sales team quoting KPIs for 80-person sales force for leadership visibility. Show less

• • 2005 - 2008

  • Lead teams to develop compelling proposals resulting in year over year profitable growth for industrial, site and emergency services lines of business that exceeded $30M over three years.• Provided strategy and milestone scheduling to bid teams to consistently produce timely and compliant responses for complex commercial and government customer RFPs.• Performed contract reviews to identify unfavorable conditions and to reduce exposure to risk while ensuring the most favorable conditions were negotiated with customers. • Managed multiple technical proposals simultaneously with minimal dedicated support staff. Show less



Kennedy Jenks

• United States
• Civil Engineering
• 400 - 500 Employee

• Sr. Staff Scientist

  • 2001 - 2004

  • Provided project management including the selection and coordination of subcontractors, executing project plans, and technical reporting to clients. • On-site project management at customer wastewater, railyard and industrial sites contributed to the award of 30% increases in budget. • Sole recipient of annual company award for “Jenks Outstanding in the Field 2002”. • Contributed data collection strategies and the acquisition of vendor services to project teams developing client proposals. Show less