Experience

AEM

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Sales Engineering Support

  • Apr 2021 - Present

  Technical advisor to sales team on AEM products and services from each business unit. Technical advisor to sales team on AEM products and services from each business unit.



Davis Instruments

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Strategic Account Manager

  • Nov 2014 - Present

  Oversee, grow, and expand weather product line channels, globally. Oversee, grow, and expand weather product line channels, globally.



Miramonte Cycling Club

• Orinda, CA

• Club Director

  • 2008 - 2016

  Managed budget, personnel, and communications of the organization in the National Interscholastic Cycling Association and the NorCal HS Cycling League. Managed budget, personnel, and communications of the organization in the National Interscholastic Cycling Association and the NorCal HS Cycling League.



Qwikcast.com

• Sacramento, California Area

• Consultant

  • Apr 2013 - Sep 2013

  Worked with the president to help optimize business options regarding start-up ventures that provide weather forecasting in the media and maritime industries. Worked with the president to help optimize business options regarding start-up ventures that provide weather forecasting in the media and maritime industries.



Ag Weather Solutions

• Orinda, CA

• Director, Strategic Accounts / Founder

  • 2009 - 2012

  Founded innovative start-up to serve the agriculture industry with detailed, site specific forecasts of weather-related issues down to the acre, including Integrated Pest Management (IPM). Managed and provided customer setup, technical support and service. ➢ Provided attentive service to Dow Chemicals, ConAgra Foods and several SMB customers during one-year and six-month trials, enabling timely management decisions that saved them money and resources. Founded innovative start-up to serve the agriculture industry with detailed, site specific forecasts of weather-related issues down to the acre, including Integrated Pest Management (IPM). Managed and provided customer setup, technical support and service. ➢ Provided attentive service to Dow Chemicals, ConAgra Foods and several SMB customers during one-year and six-month trials, enabling timely management decisions that saved them money and resources.



PureSense

• United States
• Information Technology & Services
• 1 - 100 Employee

• Director, Customer Success

  • May 2007 - Sep 2008

  Managed all customer service, support, and training for groundwater and weather monitoring start-up for 16 months as company grew rapidly to become an industry leader. Managed and coached field service team of six serving CA, OR and WA. Established customer service policies, procedures and documentation. Managed customer setup, system configuration and technical support as well as ongoing service. Developed a webinar customer training program for SaaS product, installer training and certification, and vendor supply chain process to assure customer satisfaction. Troubleshot escalated issues, identifying and resolving root causes. ➢ Achieved and maintained 100% customer satisfaction, with no early cancellations of service during tenure. ➢ Managed field operations and customer support growth from just over 100 on-site monitoring stations to almost 400. ➢ Fostered a customer-centric culture companywide, working with Sales, Purchasing and vendors to develop systems to assure customer satisfaction. ➢ Collaborated with Engineering to improve customer data monitoring system, enabling identification of problems before clients were aware of them, for fast issue resolution. Show less



Weathernews Inc.

• Japan
• Information Services
• 200 - 300 Employee

• Manager, Western Regional Accounts

  • 2006 - 2007

  Culminating position of 14-year career with the company after advancing through progressively responsible roles including Customer Service Manager (2002-2006). My decade and a half with the company was a time of constant organizational change, during which OceanRoutes, the world's largest ship routing company, was purchased by WNI and gradually moved from the U.S. to Japan. As Manager, Western Regional Accounts (2006 – 2007), managed $1.1M of Voyage Planning accounts across U.S. and Canada, liaised between clients and the corporate office in Japan, and finally managed the closure of the San Francisco office. Show less

• Manager, Environmental Monitoring & Agriculture Services

  • 2005 - 2006

  Managed $800K agricultural services division serving U.S. and Brazil. Oversaw all customer support for 500 client accounts, supervising team of six customer support representatives. Managed and performed environmental monitoring setup, system configuration and technical support. Tracked key performance indicators (KPIs) to meet and exceed service level agreements (SLAs).➢ Reorganized and moved office from Chico, CA to San Francisco to better align services with global business.➢ Seamlessly transitioned the division's clients to purchasing company, minimizing customer disruption and protecting company's brand while closing the division. Show less

• Manager, Global Customer Service

  • 2002 - 2006

  Designed and implemented a world-class call center and customer support organization for three departments: Mobile, Voyage Planning and Agriculture. Developed policies and procedures and created documentation. Coordinated training of teams in 16 countries of Asia, Europe, Australia and North America. Established tracking of all customer service issues and communications. Set call center performance standards with analytics. Investigated, negotiated and resolved escalated issues. Managed budget. Managed 10 direct reports with near-zero turnover.➢ Expanded domestic customer service operation to support global business, serve 1,000 clients and resolve nearly 100 calls per day, 24/7/365, while only increasing customer service team from three to five. Primary focus was North America, with support to Asia, Europe and Australia on their most complex issues.➢ Selected and launched cloud-based call center system to allow better tracking, scalability and expansion.➢ Drove down costs by developing and implementing web-based self-service options for order entry and reporting.➢ Planned and implemented move of local customer service from Sunnyvale, CA to San Francisco, CA and Norman, OK with no interruption in response time. ➢ Seamlessly transitioned global customer service to corporate headquarters in Japan through attentive, culturally sensitive international coordination. Show less

• Manager, Mobile and Software Services

  • 2004 - 2005

  Managed $1.4M mobile, Internet and media weather forecasting software services (SaaS). Directed customer service and program engineering teams of four and five, respectively, to resolve service issues and provide software solutions, usually in less than 24 hours.➢ Implemented internal software status system to track issues and build performance matrix, enabling early resolution of issues, in many cases before they were reported.➢ Negotiated annual service level contract with new customers from a suite of software options.➢ Up-sold customers to applicable service level and introduced new software solutions, focusing on key customers such as Hilton Hotels and Walt Disney Parks and Resorts.➢ Smoothly transferred Mobile and Software Services to global headquarters in Japan to streamline performance. Show less

• Meteorologist / Risk Communicator / Various

  • 1993 - 2002

  Various roles in the Marine Voyage Planning Department, a 24/7/365 operation generating $2.5 million annually. 2000 – 2002 Supervisor of Order Entry, Message Control and End of Voyage Teams1999 – 2001 Coordinator of Voyage Planning Risk Communicators1994 – 1999 Voyage Planning Risk Communicator1993 – 1994 Message Control and Order Entry Specialist



Sonoma Technology, Inc.

• United States
• Environmental Services
• 1 - 100 Employee

• Air Quality Technician

  • 1990 - 1991

  Quickly increased responsibility from shift technician to independent route with pilot and plane and responsible for QA/QC samples, catalog, record and deliver samples ➢ Assist with quantitative analysis of the data collected. ➢ Assist with writing the published document that summarized the condition and trajectory of CA's Central Valley Summer Air Quality. Quickly increased responsibility from shift technician to independent route with pilot and plane and responsible for QA/QC samples, catalog, record and deliver samples ➢ Assist with quantitative analysis of the data collected. ➢ Assist with writing the published document that summarized the condition and trajectory of CA's Central Valley Summer Air Quality.