Experience

Aperture Pet & Life

• United States
• Pet Services
• 1 - 100 Employee

• Manager - Demand Generation

  • May 2021 - Present

• Territory Manager

  • May 2021 - Present



Vertex Technologies, Inc.

• Huntington Beach, California

• Manager -Sales

  • Jun 2017 - May 2021



LegalZoom

• United States
• Legal Services
• 700 & Above Employee

• Assistant Manager Quality Assurance and Compliance Sales and Customer Service

  • Jun 2014 - May 2021

  • Constructed a new Sales and Customer Support Quality Assurance & Compliance team. • Built the first customer facing Quality Assurance & Compliance department for entire organization. • Created and managed all of operations including training material for the department in two states. • Developed quality and compliance scorecards for Email, Sales and Customer Care agent teams. • Improved service quality scores year over year: o Customer Care agent scores improved from mid- 80%… Show more • Constructed a new Sales and Customer Support Quality Assurance & Compliance team. • Built the first customer facing Quality Assurance & Compliance department for entire organization. • Created and managed all of operations including training material for the department in two states. • Developed quality and compliance scorecards for Email, Sales and Customer Care agent teams. • Improved service quality scores year over year: o Customer Care agent scores improved from mid- 80% to 95%. o Sales Agent scores improved from mid-70% to 92%. • Analyzed quantitative and qualitative data along with detailed coaching notes that helped drive up agent’s service quality. • Partnered with Legal dept. to create training and coach agents. This resulted in reducing high TCPA risk factors: Disclaimer and Unlawful Practice of Law. • Strategized daily with Sales, Customer Care, Legal, Fulfillment and training Managers on various projects to enhance customer experience and to drive up Net Promoter Scores (NPS). • Created employee performance goals. • Managed team with focus on building their leadership skills and professional development. • Received the highest employee engagement scores in management within the organization. • Exemplified the practice of providing exceptional customer service and experience. • Implemented organizational and employee development by mentoring people outside my direct reports.

• Assistant Manager Sales Operations - Outbound sales

  • May 2010 - Jun 2014

  • Successfully launched and developed the first sales abandonment and retention teams within the organization. • Led all training to establish the foundation of the Outbound Sales team. • Successfully inspired and managed two sales teams in multiple locations during company’s high growth period (75%). • Managed 25 team members in all aspects of outbound sales operations. • Established sales analysis metrics and compensation/sales incentive programs. • Surpassed sales goals year… Show more • Successfully launched and developed the first sales abandonment and retention teams within the organization. • Led all training to establish the foundation of the Outbound Sales team. • Successfully inspired and managed two sales teams in multiple locations during company’s high growth period (75%). • Managed 25 team members in all aspects of outbound sales operations. • Established sales analysis metrics and compensation/sales incentive programs. • Surpassed sales goals year over year. • Managed all escalated customer relationship issues. • Led testing of new products, website changes and internal process changes. • Strategically planned, collaborated and led company vision projects with Customer Care, Marketing, New Business Development, IT, and Accounting. • Directly contributed to the company’s Net Promoter Score of 70%+.



Competition soundworks Inc.

• Operations Manager

  • Jan 2006 - Feb 2009