Experience

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  SIONYX

  • Beverly, MA

  • Head of Customer Care

    • Jul 2018 - Jul 2022
    • Beverly, MA
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  VSMA

  • Boston, MA

  • Sales Development

    • Jun 2018 - Jul 2018
    • Boston, MA
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  Analysis Group

  • Boston, Massachusetts

  • CRM Marketing Manager

    • Jul 2015 - Dec 2017
    • Boston, Massachusetts

    Managed LexisNexis InterAction CRM and lead small team for data changes, mailings and analytics. Responsible for CRM updates, contract negotiations, and employee training.

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  ZINK Imaging, Inc.

  • Billerica

  • Sr. Director of Customer Care

    • Aug 2012 - Jun 2015
    • Billerica

    Start-up, creating a customer care organization to support new product launches. Implementing and customizing Parature CRM; RFPd and train new call center; Developing call/email/chat forecast; Manage team to create support videos; Establishing KPIs and SLAs. Maintaining department budget. Respons...

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  iRobot

  • Bedford

  • Sr. Manager Global Customer Care

    • Apr 2007 - Jul 2012
    • Bedford

    Managed RightNow Technologies (Oracle) CRM and call centers in the U.S. and the Caribbean for the home robots division. Increased customer satisfaction while driving support costs down.

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  Etoile Productions International

  • Boston College

  • Professional Voice Talent

    • 2004 - 2009
    • Boston College

    Narrator for the documentary "Rick’s Eyes on the Prize: Running with Team Hoyt."

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  Mac & Lee

  • Marblehead

  • Sales Development Manager

    • Jan 2006 - Apr 2007
    • Marblehead

    Pre-Sales Development Work on Projects for:Astoria Software - Content Management SolutionGemstone Systems - In-Memory Data Caching System SolutionXchanging - Re-Insurance Industry SoftwareOracle - Database and ERP SolutionsEnterprise Solutions Group - Technology Integration Services Provider

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  FirstMarblehead

  • Marblehead

  • Professional Voice Talent

    • Nov 2005 - Jan 2007
    • Marblehead

    Professional Voice Talent for Online Business Presentations and Training

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  Polaroid

  • Norwood - Waltham - Cambridge

  • CRM Team Manager

    • 1992 - 2005
    • Norwood - Waltham - Cambridge

    From 1999 - 2005, assisted in the implementation and configuration of RightNow CRM (Oracle). Lowered support costs by $10M over a three year period. Following the initial success, we delivered five more self-service support sites with RightNow in French, Spanish, German, Portuguese and Chinese. T...