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