Experience

CoinFlip

• United States
• Financial Services
• 1 - 100 Employee

• Vice President, Customer Experience

  • Mar 2022 - Present

• Vice President, Customer Support

  • Apr 2021 - Mar 2022

  The Customer Support team is tasked with the ensuring that our 300,000+ users are having a seamless and issue-free experience while completing cryptocurrency transactions, via phone and chat support.



Trading Technologies

• United States
• Software Development
• 500 - 600 Employee

• Global Director, Customer Support

  • May 2016 - Apr 2021

  The Customer Support organization is made up of the Technical Account Manger (TAM) and Customer Support and Operations (CSO) groups. The TAM group is tasked with proactive account management, project management, customer success, and customer advocacy. The CSO group is tasked with issue resolution, monitoring, and system administration of the service.

• Global Director, Technical Account Management

  • Jan 2009 - May 2016

  The Technical Account Management group is ultimately responsible for client business relationship management. It is tasked with proactive and project-based account management in technical areas to support critical areas of financial services companies, including trading systems infrastructure, high-frequency trading, algorithmic trading tools, and ensuring low latency. The team consists of 20 members located in Chicago, London, New York, Tokyo, Singapore, Sydney, and Sao Paulo.

• Director, U.S. Technical Account Management

  • Oct 2005 - Jan 2009

  Managed and lead team of 10 TAMs, responsible for all U.S. based clients. Team members located in Chicago, New York, and Houston. Oversaw rapid expansion of client base in the region, with overall installed client base growing by approximately 50% during the time period in the role.

• Senior Technical Account Manager

  • Jan 2003 - Oct 2005

  In addition to continuing the responsibilities outlined below as part of the Technical Account Manager role, was responsible for mentoring junior members of the TAM team. Served as the escalation point both internally to the company and externally for clients.

• Technical Account Manager

  • Jul 2000 - Jan 2003

  Responsible for installation, configuration, implementation, and onsite support of TT software within multiple clients’ e-trading environments. Provided clients with proactive training, maintained relationships with technical staff, and fully managed the overall experience while using TT software. Worked as an advocate for clients, ensuring their needs were met by the company’s software solutions.



Allstate

• United States
• Real Estate

• Network Engineer

  • Jan 1999 - Jul 2000

  Provided support for the Investments division of Allstate Insurance. Duties included the support and maintenance of users running close to 400 applications, as well as the support of the overall network. Provided support for the Investments division of Allstate Insurance. Duties included the support and maintenance of users running close to 400 applications, as well as the support of the overall network.



Video Arts Group

• Network Administrator

  • Jan 1998 - Jan 1999

  Sole administrator for a Windows 95 / NT network, and responsible for all technology for U.S. operations. Sole administrator for a Windows 95 / NT network, and responsible for all technology for U.S. operations.