Experience

The Recur Group
• United States
• Business Consulting and Services
• 1 - 100 Employee
• CoFounder & Venue Management Systems Consultant

  • Apr 2023 - Present


Vivaticket

• Italy
• Events Services
• 200 - 300 Employee

• Chief of Global Operations

  • Nov 2012 - Mar 2022

  The culmination of my experience thus far, this role saw me spearheading day-to-day operations, including hardware / software support, project management / implementation, training, quality assurance, departmental coordination, and more.• Serving as head of Project Management Office (PMO), assuming role as executive stakeholder while building process flows, and leading other project managers / implementation analysts across the globe.• Implementing global processes to support day-to-day operations, including job descriptions, workflows, reviews, software tools, KPIs, training, and budgeting.• Partnering with global sales team, ultimately increasing revenue for new business while ensuring 99% of existing contracts renewed.• Pioneering a bonus program, thereby reserving a percentage of sales revenue for distribution amongst project team members. Introduced bonus structures for non-commissioned staff, helping maintain turnover rates below 4% annually.• Creating and led the Quality Department for a proprietary software platform, ultimately reducing bugs from 38% to 3% over a two-year period. Show less

• Software Support Manager

  • Aug 2005 - Nov 2012

  My entry into Vivaticket saw me directing daily help desk operations in support of 60 clients located worldwide, including tracking metrics, mapping process flows, leading interdepartmental teams, and completing annual performance reviews.• Synchronizing service-level agreements (SLAs) of various regional offices to a single SLA for clients and support staff.• Establishing KPIs to measure staff and business performance.• Onboarding a central employee evaluation and feedback platform, thereby ensuring customer satisfaction rates of 80% and retention rates of 98%. Show less