Experience

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  Tyromotion

  • Washington DC-Baltimore Area

  • Area Sales Manager

    • Mar 2024 - Present
    • Washington DC-Baltimore Area

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  Drover AI (Hiring!)

  • Washington DC-Baltimore Area Remote

  • Customer Experience Director

    • Mar 2021 - Sep 2023
    • Washington DC-Baltimore Area Remote

    Managed global customer experience, ensuring seamless training and implementation of AI models. Collaborated with AI engineers for timely updates and testing, leading demonstrations and promoting adoption. Undertook various roles in a startup environment, from logistics to finance collaboration.Key Skills: Global Customer Support, AI Model Implementation, Demonstration Expertise, Startup Operations* Led the PathPilot Retrofit Project, rectifying design flaws in 2,500 units to meet SLA compliance and enable the development of the advanced V2 within 3 months, resulting in sustained revenue growth and increased SaaS fees.* Developed and launched a Customer Experience app-based knowledge transfer platform including SOPs and 22 tabs of information which streamlined deployment in various markets and facilitated the launch of an additional 5,000 units.* Led OTA updates improving customer experience and SLA adherence, ensuring compliance with US and European public policies, and advancing the development of future product versions.* Utilized the new platform to drive steady revenue growth, achieving a $450K increase in annual SaaS fees.

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  Ekso Bionics

  • United States
  • Medical Equipment Manufacturing
  • 100 - 200 Employee

  • Global Director of Customer Experience

    • Oct 2019 - Mar 2021

    In an innovative startup disrupting industry norms, led global customer experience, technical service, and sales across 37+ countries with a focus on customer-centric support. Defined satisfaction benchmarks, managed key metrics for optimal customer journeys, and marketed medical technology globally. Managed a team of 9 on a $3.5M budget.Key Skills: Global Customer Experience Management, Technical Service Oversight, Sales Strategy* Increased the Net Promoter Score from 35 to 52 by adopting a proactive service strategy across 220 centers, directly resulting in increased revenue through renewed service warranties and additional device orders.* Secured a $5.25M partnership by leading a pilot program with a major hospital network that resulted in the sale of 17 additional exoskeletons due to demonstrated value through better patient outcomes at 2 sites.* Improved cross-departmental efficiency and customer experience by engineering a usage data monitoring system for 350 exoskeletons, providing critical insights that informed strategic decisions.

  • Senior Customer Service Manager

    • Aug 2018 - Oct 2019

    Oversaw the U.S.-based customer service team, ensured compliance by channeling customer needs effectively, and established a company-wide ERP system to monitor business processes in real-time, making swift adjustments as required. Managed 9 individuals and was responsible for a $3M budget.Key Skills: Team Management, Strategic Planning, ERP System Implementation, Process Monitoring, Customer Engagement Strategy* Drove a substantial increase in sales for 2nd devices by35% through identifying and leveraging the correlation between customer step count and device demand, influencing senior leadership’s sales strategies across global customer sites.* Improved cross-departmental decision-making by spearheading a project that compiled exoskeleton device step counts, automating data retrieval from AWS cloud and enabling real-time analysis for CX, Sales, Marketing, and Support teams.* Generated a $3.5M new revenue stream within existing client base by initiating a proactive strategy, where account managers engaged low-utilization customers, resulting in increased training sessions, product usage, and 2nd device sales. * Automated the data extraction process from the AWS cloud, enhancing the efficiency of global exoskeleton usage monitoring by 30% and supporting proactive customer service initiatives.

  • Customer Experience Manager

    • Jan 2012 - Jul 2018

    Led initiatives to enhance customer experiences, managed a team of 7, and oversaw a budget of $2M. Advocated for customers to deliver consistent value, optimized end-to-end customer support processes, ensured regulatory compliance, and utilized Salesforce to monitor customer interactions and sales metrics.Key Skills: Customer Advocacy, Regulatory Compliance, Salesforce Analytics, Budget Management* Secured a spot on the GSA, achieving a sales cycle reduction from 14 months to 3 months and generating $3.12M by directly selling 24 exoskeletons to 18 VA facilities.* Enhanced device uptime from 80% to 99%, ensuring continuous patient sessions and improved customer satisfaction, by introducing a loaner program.* Standardized and streamlined sales operations by creating an official catalog, assigning product numbers, and incorporating BOMs into the ERP system, enhancing order efficiency and internal controls.

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  California Pacific Brokers

  • Central Valley California

  • Real Estate Agent

    • Nov 2005 - Aug 2011
    • Central Valley California

    Managed large-scale operations, including oversight of a significant budget and the direct supervision of personnel. Initiated and facilitated the inclusion of several major federal banks, expanding business partnerships by over 1500% and increasing property listings by 450.Key Skills: Strategic Partnership Development, Financial Management, Real Estate Marketing, Team Leadership* Formulated an investment strategy leveraging a $150K fund, targeting trustee homes in specific regions affected by the financial crisis, generating a 10% profit per home sold.* Identified an untapped market in the Federal REO sector, securing partnerships with 10 additional banks, doubling the listings received from Fannie Mae, and contributing to an additional 250 listings in just 2 years.* Partnered with an investor and licensed contractor, establishing a successful business model that led to the purchase and sale of over 40 homes, yielding a net profit of $850K in 2 years.