Director of Customer Success & Implementations

• Sep 2022 - Present

Brand Director

• Aug 2021 - Sep 2022

Customer Success Manager

• Jun 2016 - Sep 2021

Listen360 is a powerful, NPS-based customer engagement platform for companies that understand customer feedback is key to creating loyalty, making smart decisions and growing their business.The Listen360 platform enables businesses to engage customers, take necessary action to improve deficiencies, and transform delighted customers into brand advocates via social media. Our dashboards mirror your organizational hierarchy and our voice of the customer text analytics deliver actionable insights to help businesses deepen customer relationships, increase profitability, and drive sustainable growth.For business who’s local reputation is just as important as their brand reputation we can help drive organic reviews to Google and Yelp!. We have the tools to put star ratings on you Google AdWords and stream customer testimonials to both your website and your Facebook page.Easy to implement and use at every location and level within an organization, the Listen360 platform has identified more than $8.7 billion in at-risk business for the more than 20,000 customers we serve globally. We help businesses around the world build better customer relationships. Learn more at listen360.com. Show less

Region III Olympic Development Program - Senior Staff

• Jul 2000 - Jul 2020

Served as a sneior staff Coach for the Southeast Region of USYSA National Team identification process. The US Youth Soccer Olympic Development Program was formed in 1977 to identify a pool of players in each age group from which a National Team will be selected for international competition; to provide high-level training to benefit and enhance the development of players at all levels; and, through the use of carefully selected and licensed coaches, develop a mechanism for the exchange of ideas and curriculum to improve all levels of coaching. Show less

Manager of Franchise Business Coaching

• Jul 2006 - May 2016

Part of the leadership team that grew i9 Sports from a start up franchise brand to 140 highly successful units. i9 Sports has pioneered the Youth Sports Franchise model; has been named #1 Children’s Fitness Franchise by Entrepreneur Magazine and has been ranked in the prestigious Franchise 500® for eight straight years. Franchise Business Coaching & Operations Led a team of three Franchise Business Coaches and one Support Specialist to support $34MM in annual network revenue and 79% growth from the end of 2012 to May 2016; Developed the i9 Sports Business Coaching Model; Developed and gained network adoption of the annual Financial Benchmark Study and drove voluntary participation from 36% in 2009 to 78% in 2015; Sourced, implemented and gained network adoption of the Net Promoter Score system, Listen360 and led a network improvement in NPS of 8 points; Served as the team lead in territory creation/data mining through the use of Alteryx, a psycho-demographic mapping solution. Developed data relationship concepts that revolutionized the business model; Served as the Home Office point for the Franchise Advisory Council and led 13 FAC Task Forces; Implemented and gained franchisee adoption of the internal Network Scorecard. Franchise Training Developed and led a comprehensive, 4-phase, new franchise training program that spanned pre-opening to the end of year one. The model has been featured in the book, 'Street Smart Franchising'. Responsible for the content of all National Conventions and Regional Meetings since 2012. Developed and led the outlier management program for underperforming franchisees. Company-Owned Locations (2009 to 2012) Successfully managed two territory acquisitions (Portland, OR and Tampa, FL); Led Tampa location to becoming the # 1 ranked franchise in the Annual Network Scorecard in 2012; Drove NPS growth in both locations 30+ points. Show less

National Staff/National Instructional Staff

• 2002 - 2010

Served as a contractual Goalkeeper/Assistant Coach for the U17 Boys National Team. Served on the National Instructional Staff leading Goalkeeping sessions for the "C" through "A" Coaching Licenses. Co-created the US Soccer National Goalkeeping License and Goalkeeper section of the USYSA National Youth Coaching Course. Served as a contractual Goalkeeper/Assistant Coach for the U17 Boys National Team. Served on the National Instructional Staff leading Goalkeeping sessions for the "C" through "A" Coaching Licenses. Co-created the US Soccer National Goalkeeping License and Goalkeeper section of the USYSA National Youth Coaching Course.

Soccer Coach

• Jan 2000 - Jun 2006

IMG Academies is the most advanced, state-of-the-art, multi-sport training and educational facility ever created for aspiring and professioinal athletes. Divisions include: The Nick Bollettieri Tennis Academy; The David Leadbetter Golf Academy; The Soccer Academy; The Baseball Academy; The Basketball Academy; The International Performance Institute; The Mental Conditioning Division IMG Academies mission: Provide an exceptional environment for a top quality education and exceptional athletic training Provide the world’s finest sports specific training facilities Provide the support structure and coaching to enhance the on and off field play of elite athletes “The coaching at IMG is, undeniably, first rate.” -New York Times Magazine “When it comes to size, scope and star power, IMG Academies....has no peer.” -Sports Illustrated “…the country’s most comprehensive playground for athletes in training.” -Sports Illustrated Show less

Assistant Soccer Coach

• Jun 1999 - Jan 2000