Experience

Vision2 Systems
• United States
• Consumer Electronics
• 1 - 100 Employee
• Director of Customer Success

  • Sep 2021 - Present


Fellowship One

• United States
• Religious Institutions

• Director Customer Support

  • Jul 2017 - Sep 2021

  • Lead product support for enterprise level software worth $25MM/yr• Created process to centralize data from multiple sources for Executive leadership, reducing monthly project overhead from days to hours• Improved service level satisfaction from 82% to 95% simultaneously reducing functional headcount by over 25%• Primary point person for business unit metrics• SME for SaaS enterprise product• Increased annual customer satisfaction three years in a row despite rebuilding support team twice Show less

• Manager Technical Support

  • Mar 2016 - Sep 2021

  • Manage and mentor a large support team responsible for delivering customer support for enterprise level software.• Charged with hiring, training, and developing support teams.• Liaise with Product, Development, Account Management, and Sales teams to ensure exceptional customer support.• Co-lead transition of processes, resources, and software from Active Network to Ministry Brands. • Oversee support of 100K+ users on Fellowship One and ServiceU, serving as subject matter expert for product development and training.• Develop and present monthly metrics to executives. Show less



ACTIVE Network

• Wellness and Fitness Services

• Manager Technical Support

  • Jun 2015 - Mar 2016

  • Managed two direct reports with 20+ direct reports and responsibility for five products; responsible for hiring and product training. • Created quality improvement process, and partnered with Product/Development on software that generated $55M in revenue.• Revamped new agent training for both products, and monitored metrics to ensure SLAs were being met. • Created process to provide account management visibility into customer cases, ensuring prompt resolutions.• Acquired $500K Stanford University’s Sport Camps account, significantly improving customer service.• Created individual metrics dashboards to provide agents with performance metrics.• Streamlined escalation process between support and development, decreasing time to fix product defects.• Managed global support team of 25+ agents and supervisors for products generating $60M+ in revenue, and supporting 6000+ customers and over 100K+ users.• Traveled to China to train and develop international support team. Show less

• Associate Manager

  • Aug 2012 - Jun 2015

  • Hired, trained, and oversaw 11 support agents for Fellowship One, ServiceU, and Connection Power. • Oversaw and prioritized escalated customer issues, managed metrics, and presented monthly metrics executives.• Improved team efficiencies and customer support in spite of reduction in force from 416 to 312 employees; cross trained employees. • Created strategy to improve support for top 10% of customers, accounting for 40-50% of revenue.• Grew customer base grew by 45% during 2012 – 2015, achieving increased support for Fellowship One with 13% less headcount. • Managed two self-help sites, each with 100K page views per month. Show less

• Software Support Specialist

  • Feb 2012 - Aug 2012

  • Provided software support, troubleshooting, and training to customers on Faith Fellowship One products• Timely and accurately resolved customer issues, and trained new hires.• Closed high volume of tickets with quality QA and CSAT score within two months


Papa John's International
• United States
• Restaurants
• 700 & Above Employee
• Manager Designate

  • Mar 2009 - Feb 2012

Rapid Refill Ink (Now Rapid Refill)
• Operations Associate

  • 2007 - 2009

Mio Frontiers, INC
• Director of Operations

  • 2005 - 2007

Central Parking System
• Consumer Services
• 500 - 600 Employee
• Project Manager

  • 2002 - 2005