Director of Customer Operations

• Jun 2021 - Present

- Work with the Implementation Team to provide stellar customer onboarding - Work with the Customer Success Management Team to help our customers become raving fans - Work with the Customer Service Team to care for customers in their struggles and times of need - Business Activites included: - Consolidating Quickbooks from three business entities into one - Consolidating payroll from three business entities into one - Negotiating contracts for HR services and Employee Benefits - Establishing budgets. Created a new accounting department and relationships with financial controllers and CPA for taxes. Show less

Husband and Father

• Jul 2009 - Present

Husband to a wonderful and beautiful wife. Father to amazing children. Husband to a wonderful and beautiful wife. Father to amazing children.

Customer Success Manager

• Feb 2021 - Jun 2021

Technical Consultant III

• Aug 2019 - Jan 2021

- Serve as a technical, and business, consultant and resource for XANT's enterprise level customers- Meet with clients, remotely and on site, to evaluate current sales team processes- Develop new processes and implement plan- Implement software solution, remotely and on site, with customers' sales teams- Train users, remotely and on site, on new processes and software

Technical Consultant II

• Nov 2018 - Jul 2019

- Meet with clients remotely to evaluate current sales team processes- Develop new processes and implement plan- Implement software solution remotely with customers' sales teams- Train users remotely on new processes and software- Serve as a technical, and business, consultant and resource for XANT's customers

Program Manager

• Apr 2017 - Oct 2018

- Manage the product implementation process and team for customer onboarding- Manage customer success team for client support and account management- Co-owner of product road map with development- Learned very basic APEX code to debug and assist with product development with Salesforce Apps

Product Manager

• Mar 2015 - Apr 2017

- Manage customer implementations and expectations with SalesForce custom integrations- Manage product road map and details for custom app development on the Force.com platform- Work exclusively with Salesforce.com, Force.com- Coordinate with development team to create custom SalesForce applications as well as API integrations with partner companies- Work with many customers of different varieties with a main focus on eCommerce operations

Manager, Order Management Group

• Jul 2014 - Sep 2014

- Developed new incoming order business processes - Coordinated Project fulfillment with large oil drilling operations - Managed the Order fulfillment group on new line of high tech telemetry drill pipe and fittings - Executed the largest order in the Utah branch's history to date - Developed new incoming order business processes - Coordinated Project fulfillment with large oil drilling operations - Managed the Order fulfillment group on new line of high tech telemetry drill pipe and fittings - Executed the largest order in the Utah branch's history to date

Supply Chain Manager

• Oct 2013 - Jul 2014

- Manage team to handle purchasing, scheduling of manufacturing plant, and vendor relations.- Develop new tools in supply chain to better evaluate make vs buy, manufacturing frequency, manufacturing lot size, and capacity utilization.- Work with Finance to create cost projections and establish budgets- Coordinate manufacturing to supply the needs of the changing sales and install environments.

Process Engineer

• Dec 2012 - Nov 2013

- Develop and improve manufacturing and business processes.- Create and document procedures for manufacturing and business processes.- Work with Managers to implement changes in procedures with employees.- Analyze output and efficiency of current processes in place, and determine areas for improvement.

RMA Manager

• Sep 2012 - Nov 2012

- Created RMA process because the company did not have one- Manage Customer's Return Material Authorization (RMA) and warranty requests through ticketing software- Create and manage shop PO's (Purchase Orders) to repair damaged product- Manage inventory levels- Coordinate cycle counts and PO audits with shop employees- Manage financials of repairs and COGS (cost of goods sold) for repaired inventory- Perform cost/benefit analysis on part repairs

Technical Support Specialist

• Mar 2010 - Aug 2012

Manage teams to perform repair and install work for clients. Manage the timing of shipments of inventory to coincide with contractors schedules for installs and technical support projects. Interact with customers to keep good relations and to accomplish their needs and wants.Accomplishments:• Re-designed a computer system product for Action Target which cut production cost by 11%, and decreased install time.• Implemented customer satisfaction surveys to measure efficiency and quality of work. Received the Action Target “On Target Award” for the accomplishments.• Re-wrote install and maintenance manuals making it easier for customers to manage their products, which reduced the technical support phone calls received from customers. Show less

It Consultant and Technician

• Feb 2009 - Mar 2010

Provided consultation and IT support for medical firms. Managed the network systems of medical firms, and provided training for other technicians working with the medical company's computer systems. Accomplishments: Piloted a monitoring system on client's machines enabling technicians to access, and repair, the networks remotely. This reduced travel cost for the technicians, and for Equinox. Provided consultation and IT support for medical firms. Managed the network systems of medical firms, and provided training for other technicians working with the medical company's computer systems. Accomplishments: Piloted a monitoring system on client's machines enabling technicians to access, and repair, the networks remotely. This reduced travel cost for the technicians, and for Equinox.

Service Representative

• Jul 2006 - Jul 2008

Volunteered in cities in Ontario, Canada for two years, working 80-hour weeks, at own expense. Served as a representative for the church teaching instruction courses and coordinating service projects for the citizens in Ontario. Volunteered in cities in Ontario, Canada for two years, working 80-hour weeks, at own expense. Served as a representative for the church teaching instruction courses and coordinating service projects for the citizens in Ontario.

Draftperson

• Mar 2004 - Jul 2006

- Design and draft homes, offices, and remodels for the Montana area - Met with customers to go over costs and plan alterations - Familiar Autodesk software - Design and draft homes, offices, and remodels for the Montana area - Met with customers to go over costs and plan alterations - Familiar Autodesk software