Experienced senior leader of operations and project management, with a track record of global team building and process optimization. Skilled at leading international, diverse, cross-functional teams through complex process development and implementation, and creating net positives to the business’ bottom line.
Xplor Technologies | Remote November 2020 – Present Senior Director of Customer Onboarding & Support Responsible for the customer journey from contract signature to being live on four international SaaS products. ● Lead onboarding and support teams with 36 FTEs, managing client implementation for Mariana Tek and Xplor Growth. Previously supervised an additional 15 FTEs under Zingfit, Xplor Recreation, and Triib/Studio before integrating them into other SaaS products. ● Boosted onboarded ARR from $500K to $2M (175% revenue increase) over 4 years by streamlining onboarding processes, expanding team capacity, advocating for and developing new onboarding tools. ● Scaled the SaaS onboarding team from 5 to 28 FTEs, introducing middle management and specialized roles in training, project management, technical support, mobile solutions, and enterprise services. ● Manage the SaaS customer support team for Xplor Growth, handling 14,000+ tickets annually across phone, chat, and email channels – including adding AI bot with a resolution rate of 36%, tiered technical support, client onboarding to establish baseline setup, projecting to decrease support ticket volume by 15% and customer activation by 50%. ● Directed a 35-member support team servicing global clients, ensuring seamless transition during reorganization. ● Expanded the training team to include Learning & Development initiatives and client-focused training programs, resulting in new online courses and internal product training. ● Revamped client onboarding processes and materials, achieving a 123% YoY increase in post-onboarding NPS. ● Serve on the Xplor Technologies leadership team, collaborating with C-Suite executives to influence revenue strategies and staffing decisions. ● Partner with cross-functional leaders in product, engineering, account management, support, marketing, and sales, advocating for business operations and client success. Luquire | Charlotte, NC Account Director September 2019 – July 2020 Managed a cross-functional team of art directors, copywriters, strategists, developers and client services. ● Worked in business development and scoping, securing $200k in additional revenue in first five months at the agency. ● Managed agency’s second largest client, overseeing a $6M budget including agency resources and large media buy. ● Briefed creative teams and managed the execution of advertising campaigns including social media assets, websites and email marketing. iStrategy Labs (ISL) | Washington, DC Promoted Roles from 2015 – 2019 Vice President of Operations April 2019 – September 2019 Company lead for operations, client services, production and resource teams. ● Responsible for reviewing and developing all operations procedures, including HR, finance and front-office tasks. ● Managed all internal staffing by researching and implementing a new resource management tool. ● Increased project profitability by 12% by introducing time tracking and utilizing bandwidth projections. ● Developed and reviewed budgets across work streams, identifying creative solutions to avoid cost inefficiencies, saving the company 8% in external costs. ● Served on ISL’s five-person Executive Team. ● Supervised both the Account and Project Management team as well as Operations team. ● Oversaw all external vendor relationships, including the creation of RFPs and vendor cost analysis. ● Hired multiple individuals across various teams, including conducting interviews and reference checks. ● Worked with ISL’s parent organization JWT to identify new projects and opportunities for ISL. ● Managed a team of eight direct reports. Director of Production December 2017 – April 2019 Team lead for both ISL’s in-house production team and client services team tasked with revenue generation. ● Spearheaded the creation and management of the Account and Project Management team, including setting goals, defining individual roles, and establishing a team culture. ● Lead teams in the successful development of 30+ projects, productions and experiential activations, resulting in $7.5M in revenue for the company. ● Handled ISL’s most high profile Fortune 100 clients, overseeing account management and project execution. ● Supervised production and activation teams, comprised of creative team members, strategists and engineers. ● Lead business development and scoping for all productions and experiential activations. ● Coordinated and managed all outside vendors, including negotiating, vetting and quality assurance. ● Named member of ISL’s eight person Leadership Team in second year at the company. ● Managed a team of six direct reports. Senior Integrated Producer August 2015 – December 2017 Project lead for ISL’s most complex digital, production and experiential campaigns. ● Developed and defined production processes for the team. ● Drafted and managed campaign budgets and schedules. ● Facilitated external vendor relationships, negotiating rates and services. ● Managed large internal campaign creative teams including strategists, designers, copywriters, and engineers. ● Managed two producers. Greenfield/Belser Ltd. | Washington, DC Account Manager August 2010 – August 2015 Account lead for large national client accounts. ● Oversaw client campaigns ranging from $500–$950k. ● Developed strategic marketing plans/presentations, and managed in-house creative teams and outsourced resources. ● Managed design and development website projects, including creation of schedules, client and internal status reports. Capital Reporting Company | Washington, DC Assistant Director of Marketing June 2008 – August 2010 In-house marketing lead for company and subsidiaries. ● Managed all aspects of marketing and branding for a national court reporting company. ● Built and maintained multiple websites for the firm, including managing SEO and the budget and placements of PPC ads. ● Designed print and digital advertisements, collateral, proposals and presentations, and managed event sponsorships. ● Responsible for $400k annual marketing budget. EDUCATION & CERTIFICATIONS Georgetown University | Washington, DC Graduated 2013 Master of Public Relations and Corporate Communications, 3.95 GPA Washington & Lee University | Lexington, VA Graduated 2008 Bachelor of Science, Business Administration SKILLS Microsoft 365, Google Suite, Wordpress, Basecamp, Salesforce, Asana, Atlassian, Trello, Slack, Adobe Creative Suite |