Senior Director of Client Services and Operations

• Oct 2021 - Present

- Directly manage 11 Support Engineers and Client Service Specialists based in the US, Bangladesh, and India, which provide technical support to IdeaScale's entire customer portfolio- Prior to COVID-19, regularly traveled to Bangladesh to provide in-person training and coaching- Spearhead the development and implementation of processes that govern the delivery of client support services company-wide, resulting in improved customer satisfaction, retention, and product adoption- Partner with stakeholders from Account Management, Sales, Finance, and Marketing to design and iterate upon key cross-departmental processes, such as incident management and customer onboarding- Administrator for Salesforce (Sales Cloud and CPQ), Intercom, Survicate, HubSpot, and ClickUp

Head Of Client Services

• Oct 2018 - Oct 2021

Team Lead, Sales Operations & Strategic Projects

• Aug 2018 - Oct 2018

- Responsible for the development and implementation of new processes and procedures for effective and efficient team operations- Review, maintain, and evolve Event Cloud territories, including quantitative scoring and regular reporting- Administers enablement programs and works with leadership to set policies for Account Management team - Evolved Salesforce business processes, reporting, and data hygiene

Assistant Team Lead, Sales Operations & Strategic Projects

• Aug 2017 - Aug 2018

- Act as a liaison between the Account Management Team and other internal teams such as Marketing, Client Success Teams, Sales Development, Training, etc. - Escalation point for 100+ Account Managers for the Salesforce CPQ tool

Assistant Team Lead, Sales Development

• Jun 2016 - Jul 2017

- Oversee professional development of 6+ Account Management Associates- Responsible for driving corporate marketing initiatives, day-to-day team strategy, and sales goals while also exceeding Key Performance Indicators- Involved in hiring, on-boarding, training, coaching and continual development of reps. - Ultimately responsible for driving revenue across SaaS platform- A current stakeholder for Cvent's Customer Success Group's- Analyze Key Performance Indicators to measure success- Create performance reviews and career development plans

Account Management Associate, Event Solutions

• Jun 2015 - Jun 2016

- Partnered with 3 senior account managers to generate new business opportunities and promote marketing initiatives within their client base of 300+ corporations, associations, and non-profits- Personally managed 50+ customers, including renewing and expanding contracts- Participated in cross-departmental efforts to improve sales and marketing processes- First person hired for AMA position; personal success used to justify expansion of team’s responsibilities and further hiring, growing team to 5 employees by June 2016- Played a key role in interviewing, onboarding, and training new team members

Manager, Strategic Partnerships

• Sep 2014 - Mar 2015

Leveraging its expertise in business-critical topics across major industries, Consero creates unique industry-specific events to connect business executives and thought leaders. Through exclusive and targeted one-to-one environments, Consero Forums facilitate high-level meaningful dialogue and a personal exchange of ideas among expert industry peers. Consero employs a uniquely selective methodology to pair crucial business needs with the right partnering solution providers, helping organizations to learn, to find new solutions to their most significant business challenges, and to grow.

Graduate Teaching Assistant

• Sep 2012 - May 2014

Assisted the professor in teaching; Introduction to Forensics (Fall 2012), Human Evolution (Fall 2012, Fall 2013) Introduction to Archaeology (Spring 2013)

Department Assistant for the Anthropology Chair

• Jun 2014 - 2014

Aid in reorganizing and updating the department. Assembling and preparing academic materials.

Staff Member

• Jun 2012 - 2014

Educated students in archaeological field techniques. Managed student excavation unit at Maya site; led analysis and recording of artifacts. Educated students in archaeological field techniques. Managed student excavation unit at Maya site; led analysis and recording of artifacts.

Sales Representative

• Jan 2011 - 2011

Generated sales for an array of major brands, such as Pinnacle Vodka and Robert Mondavi Wine, through on-site promotions at restaurants and retail outlets Generated sales for an array of major brands, such as Pinnacle Vodka and Robert Mondavi Wine, through on-site promotions at restaurants and retail outlets

Campus Travel Representative

• 2011 - 2011

Independently sold over $27,000 worth of vacation packages through the use of word-of-mouth, social media, and on-campus advertising Independently sold over $27,000 worth of vacation packages through the use of word-of-mouth, social media, and on-campus advertising