Customer Implementation Manager

• Dec 2022 - Present

Katana is a fast-growing startup and new best friend of modern manufacturers! Katana Cloud Manufacturing is based out of Estonia and I support the US Eastern Time Zone remotely. • Provide onboarding support to new customers, progressing them through the defined onboarding process. • Create an onboarding plan for each client, host customer meetings and act as a resource for external and internal processes. • Host product demonstrations with leads and work with the… Show more Katana is a fast-growing startup and new best friend of modern manufacturers! Katana Cloud Manufacturing is based out of Estonia and I support the US Eastern Time Zone remotely. • Provide onboarding support to new customers, progressing them through the defined onboarding process. • Create an onboarding plan for each client, host customer meetings and act as a resource for external and internal processes. • Host product demonstrations with leads and work with the sales team to close deals. • Provide setup and troubleshooting assistance to partner-implemented accounts. • Proactively engage upgrade accounts to understand and accommodate customer needs. • Log feature requests in both user votes as well as user context to provide suggestions on product improvements and user experience. • Contribute to and improve the overall internal support workflows within the Customer Experience team by working closely with Sales, Support, Partnerships and Customer Success. Tech Stack: • Intercom • JIRA • HubSpot • Slack • Confluence • Guru • Fellow

Customer Support Consultant

• Feb 2022 - Dec 2022

Katana is a fast-growing startup and new best friend of modern manufacturers! Katana Cloud Manufacturing is based out of Estonia and I support the US Eastern Time Zone remotely. • Offer workflow suggestions to enable customers to better use Katana as well as investigate new solutions with respect to apps that help our customers expand and succeed in their business. • Work in a cross-functional way with other teams (product, marketing, & engineering) to continuously… Show more Katana is a fast-growing startup and new best friend of modern manufacturers! Katana Cloud Manufacturing is based out of Estonia and I support the US Eastern Time Zone remotely. • Offer workflow suggestions to enable customers to better use Katana as well as investigate new solutions with respect to apps that help our customers expand and succeed in their business. • Work in a cross-functional way with other teams (product, marketing, & engineering) to continuously contribute to the feedback loop that improves Katana’s product on a whole. • Identify technical issues that get reported to product teams and engineering and see through to their resolution for customers. • Log feature requests in both user votes as well as user context to provide suggestions on product improvements and user experience. • Contribute to and improve the overall internal support workflows within the Customer Experience team by working closely with Sales, Onboarding, Partnerships and Customer Success. Tech Stack: • Intercom • JIRA • HubSpot • Slack • Confluence

Operations Manager

• Oct 2020 - Feb 2022

- Vendor Relations - Account Management - Operations Management - Management of staff and sales team - Implementation and management of new software and technology - Developing and fostering relationships with new clients - Retention of clients - Marketing - Graphic Design - Video Editing - Vendor Relations - Account Management - Operations Management - Management of staff and sales team - Implementation and management of new software and technology - Developing and fostering relationships with new clients - Retention of clients - Marketing - Graphic Design - Video Editing

Director Of Operations and Technology

• Sep 2019 - Apr 2020

- Vendor Relations - B2B - Account Management - Warehouse + Operations Management - Management of staff - Implementation and management of new software and technology - Developing and fostering relationships with new clients - Retention of clients - Cybersecurity Audits - Marketing - Graphic Design - Vendor Relations - B2B - Account Management - Warehouse + Operations Management - Management of staff - Implementation and management of new software and technology - Developing and fostering relationships with new clients - Retention of clients - Cybersecurity Audits - Marketing - Graphic Design

Chief Financial Officer | Market Center Administrator

• Jan 2019 - Aug 2019

- Management of Administrative Systems - Management of Operations of the Office - Management of Accounting - Assisting the CEO/Team Leader in Agent support and retention - Working under strict deadlines to ensure financial market center compliance - Management of agents and office staff - Proactively handled challenging agents/situations - Management of Administrative Systems - Management of Operations of the Office - Management of Accounting - Assisting the CEO/Team Leader in Agent support and retention - Working under strict deadlines to ensure financial market center compliance - Management of agents and office staff - Proactively handled challenging agents/situations

Senior Store Manager

• Apr 2018 - Jan 2019

- Started as a floating manager for the district and then transitioned to a high-risk store as the store manager. I then was promoted to senior center manager. - Leadership of 5-7 employees, based on business need - Payroll - Scheduling - Marketing - B2B - Training, Coaching, and development - Inventory control - Visual Merchandising - Internal controls and auditing for the district

Center Manager

• Dec 2014 - Apr 2018

Assistant Manager

• May 2014 - Dec 2014

Technology Manager

• Feb 2010 - May 2014

- Leadership of 10 staff members - Under leadership, the store grew to the top performing franchise overall - Developing relationships within the community - B2B - Account management & Client Retention - Supporting of networks, hardware, software and external components for computers - Windows, Mac, and Linux support - Assist businesses via remote access, phone, and in person - Installing, configuring and maintaining laptop and desktop PCs, mobile devices (Android &… Show more - Leadership of 10 staff members - Under leadership, the store grew to the top performing franchise overall - Developing relationships within the community - B2B - Account management & Client Retention - Supporting of networks, hardware, software and external components for computers - Windows, Mac, and Linux support - Assist businesses via remote access, phone, and in person - Installing, configuring and maintaining laptop and desktop PCs, mobile devices (Android & iOS) and all peripherals - Data migrations into new equipment - Troubleshooting and repairing hardware and network connectivity issues Show less - Leadership of 10 staff members - Under leadership, the store grew to the top performing franchise overall - Developing relationships within the community - B2B - Account management & Client Retention - Supporting of networks, hardware, software and external components for computers - Windows, Mac, and Linux support - Assist businesses via remote access, phone, and in person - Installing, configuring and maintaining laptop and desktop PCs, mobile devices (Android &… Show more - Leadership of 10 staff members - Under leadership, the store grew to the top performing franchise overall - Developing relationships within the community - B2B - Account management & Client Retention - Supporting of networks, hardware, software and external components for computers - Windows, Mac, and Linux support - Assist businesses via remote access, phone, and in person - Installing, configuring and maintaining laptop and desktop PCs, mobile devices (Android & iOS) and all peripherals - Data migrations into new equipment - Troubleshooting and repairing hardware and network connectivity issues Show less

Store Receiving Manager

• Jan 2008 - Feb 2010

- Management of 4-8 employees - Vendor management and relations - Inventory management - Cash handling and deposits - Receive incoming trucks - Monthly audits of store controls - Received 2 company-wide awards for the highest performing control audit scores - Management of 4-8 employees - Vendor management and relations - Inventory management - Cash handling and deposits - Receive incoming trucks - Monthly audits of store controls - Received 2 company-wide awards for the highest performing control audit scores

Regional Director

• May 2005 - Jan 2008

- Promoted from Store Manager to join team of 19 others for a think tank project o This position evolved into the EASYTECH program - Oversaw Connecticut region to implement and manage the program - Management of hiring, payroll, accounting, inventory, vendor relations, training, and sales targets - District was running at an average of 120% to plan with awards on the highest profitability in the company - Promoted from Store Manager to join team of 19 others for a think tank project o This position evolved into the EASYTECH program - Oversaw Connecticut region to implement and manage the program - Management of hiring, payroll, accounting, inventory, vendor relations, training, and sales targets - District was running at an average of 120% to plan with awards on the highest profitability in the company