Experience

Bien Cuit LLC

• United States
• Food and Beverage Manufacturing
• 1 - 100 Employee

• Director, Revenue & Finance Operations

  • Jan 2021 - Present

• Head of Strategy & Business Operations

  • Jan 2019 - Jan 2021



artnet

• United States
• Technology, Information and Internet
• 500 - 600 Employee

• Director, Strategy & Performance / Interim GM

  • Jun 2018 - Dec 2018

  • Managed 25-person department with seven direct reports. Oversaw P&L, staffing, budget planning and development. • Provided extensive reporting to company leadership and CEO regarding financials and strategic analysis. • Drafted and executed consignment agreements with special terms. • Served as Project Manager managing cross-functional teams. • Partnered with Marketing to develop improved customer targeting strategy. • Served as interim Vice President while also maintaining… Show more • Managed 25-person department with seven direct reports. Oversaw P&L, staffing, budget planning and development. • Provided extensive reporting to company leadership and CEO regarding financials and strategic analysis. • Drafted and executed consignment agreements with special terms. • Served as Project Manager managing cross-functional teams. • Partnered with Marketing to develop improved customer targeting strategy. • Served as interim Vice President while also maintaining concurrent responsibilities.

• Senior Manager, Strategy & Performance

  • Oct 2016 - Jun 2018

  • Set monthly, quarterly, and annual revenue targets for business and sales team • Track and analyze financial performance of individual members of the sales team and overall business • Finalize weekly and monthly analyses of business trends and budget variance of financial results and KPIs along with actionable insights and recommendations for management reviews and strategic business analysis • Deliver timely financial analytics, reporting, and business counsel to effectively measure… Show more • Set monthly, quarterly, and annual revenue targets for business and sales team • Track and analyze financial performance of individual members of the sales team and overall business • Finalize weekly and monthly analyses of business trends and budget variance of financial results and KPIs along with actionable insights and recommendations for management reviews and strategic business analysis • Deliver timely financial analytics, reporting, and business counsel to effectively measure business performance against strategic priorities • Research and create competitor analysis covering relevant products, capital structures, and financials utilizing public disclosure and industry research • Partnered with legal team to draft and implement Auction House Rules and other process documents outlining business procedures with legal best practices to ensure employees adhere to Company policies and reduce risk • Support business leader and key stakeholders to successfully implement business strategies



Paddle8

• United States
• Retail

• Client Services Senior Manager

  • Jun 2015 - Oct 2016

  • Identified Client Service KPIs, developed methods to track metrics to create and maintain weekly reports to measure progress against team and business objectives • Facilitated service recovery and ensured all escalated issues were address in a timely manner and implemented process changes to keep pace with company’s growth to streamline operations • Partnered with Logistics and Finance to improve end-to-end order management process • Managed all VIP client accounts and implemented… Show more • Identified Client Service KPIs, developed methods to track metrics to create and maintain weekly reports to measure progress against team and business objectives • Facilitated service recovery and ensured all escalated issues were address in a timely manner and implemented process changes to keep pace with company’s growth to streamline operations • Partnered with Logistics and Finance to improve end-to-end order management process • Managed all VIP client accounts and implemented new account/order management processes to enhance post-sale service Show less • Identified Client Service KPIs, developed methods to track metrics to create and maintain weekly reports to measure progress against team and business objectives • Facilitated service recovery and ensured all escalated issues were address in a timely manner and implemented process changes to keep pace with company’s growth to streamline operations • Partnered with Logistics and Finance to improve end-to-end order management process • Managed all VIP client accounts and implemented… Show more • Identified Client Service KPIs, developed methods to track metrics to create and maintain weekly reports to measure progress against team and business objectives • Facilitated service recovery and ensured all escalated issues were address in a timely manner and implemented process changes to keep pace with company’s growth to streamline operations • Partnered with Logistics and Finance to improve end-to-end order management process • Managed all VIP client accounts and implemented new account/order management processes to enhance post-sale service Show less



Auctionata

• Germany
• Technology, Information and Internet
• 1 - 100 Employee

• Head of Client Service

  • Oct 2014 - May 2015

  • Developed and managed the Sales and Buyer Relations/Client Service department. This included establishing and implementing client service standards, policy, and training curriculums • Assisted clients with all inquiries related to New York buying and bidding, post-sale services (in conjunction with Finance and Shipping) as well as the Online Shop • Facilitated service recovery and ensured all escalated issues were addressed in a timely manner as well as providing feedback and… Show more • Developed and managed the Sales and Buyer Relations/Client Service department. This included establishing and implementing client service standards, policy, and training curriculums • Assisted clients with all inquiries related to New York buying and bidding, post-sale services (in conjunction with Finance and Shipping) as well as the Online Shop • Facilitated service recovery and ensured all escalated issues were addressed in a timely manner as well as providing feedback and implementing process changes • Identified and developed KPIs and created monthly reports to measure progress against objectives of the Client Service team • Enhanced post-sale collection process by identifying improvements in the bidder verification process while implementing changes to decrease the number of unresponsive buyers • Prepared pre-sale and post-sale reports for each auction including detailed analysis for each collecting category Show less • Developed and managed the Sales and Buyer Relations/Client Service department. This included establishing and implementing client service standards, policy, and training curriculums • Assisted clients with all inquiries related to New York buying and bidding, post-sale services (in conjunction with Finance and Shipping) as well as the Online Shop • Facilitated service recovery and ensured all escalated issues were addressed in a timely manner as well as providing feedback and… Show more • Developed and managed the Sales and Buyer Relations/Client Service department. This included establishing and implementing client service standards, policy, and training curriculums • Assisted clients with all inquiries related to New York buying and bidding, post-sale services (in conjunction with Finance and Shipping) as well as the Online Shop • Facilitated service recovery and ensured all escalated issues were addressed in a timely manner as well as providing feedback and implementing process changes • Identified and developed KPIs and created monthly reports to measure progress against objectives of the Client Service team • Enhanced post-sale collection process by identifying improvements in the bidder verification process while implementing changes to decrease the number of unresponsive buyers • Prepared pre-sale and post-sale reports for each auction including detailed analysis for each collecting category Show less



Artnet

• United States
• Technology, Information and Internet
• 500 - 600 Employee

• Senior Manager of Client Success

  • Aug 2014 - Oct 2014

  • Improved client service corporate education, which included the creation of sale process documents, employee FAQs, leading product workshops and overseeing formal training for new employees • Liaised between managers in Operations and Technical departments by reporting and tracking process of all technical tickets and issues • Drove innovative outreach campaigns to grow product engagement and client retention rates • Managed all VIP Price Database clients to ensure continued… Show more • Improved client service corporate education, which included the creation of sale process documents, employee FAQs, leading product workshops and overseeing formal training for new employees • Liaised between managers in Operations and Technical departments by reporting and tracking process of all technical tickets and issues • Drove innovative outreach campaigns to grow product engagement and client retention rates • Managed all VIP Price Database clients to ensure continued, uninterrupted access while monitoring usage for possible client marketing opportunities

• Customer Support Manager

  • Dec 2011 - Aug 2014

  • Monitored New York phones and global inbox while managing all inquiries pertaining to Artnet’s business policy and products • Oversaw annual renewals for retail products to ensure monthly retention goals • Identified high-value and high-risk clients to guarantee success in achieving optimum retention rates • Managed Artnet survey system including the creation and distribution of client surveys to ensure client satisfaction and pinpoint areas for product improvement

• Account Coordinator

  • Sep 2010 - Dec 2011

  • Assisted with global business getting by liaising with potential consignors and contacting global specialists to identify potential consignments • Registered buyers for auctions, facilitated sales and after-sales which included assisting buyers and sellers through the post-auction process



Christie's

• Belgium
• 1 - 100 Employee

• Client Services Representative

  • Mar 2008 - Jun 2009

  • Answered a very high volume of client inquiries via a global inbox, telephone and customer surveys • Handled all such inquires in adherence to Christie’s stringent global client service standards • Assisted clients with bidding, property pick-up, shipments and sale schedules • Answered a very high volume of client inquiries via a global inbox, telephone and customer surveys • Handled all such inquires in adherence to Christie’s stringent global client service standards • Assisted clients with bidding, property pick-up, shipments and sale schedules