Routeware, Inc.

Customer Success Manager

ReCollect Systems Inc

•	Initially oversaw the Canada and Eastern US sales territory for the leading provider of digital communication tools and SaaS solutions to the waste management industry before transitioning to focus solely on the US market in 2022 
•	Drive the full sales cycle from initially prospecting, sales proposals, contact negotiations, and account onboarding 
•	Direct up to 3 Business Development Representatives in their day-to-day activities generating qualified sales leads
•	Report to the Director of Sales and offer subject matter expertise to inform strategic planning and overall direction 
•	Devise and deliver training programs to educate team members on sales tactics, procedures, and best practices

Key Achievements:
✔ 	Secured several new clients including the largest accounts in company history including Harvard University, Fairfax County in Virginia, and the city of Jacksonville, Florida
✔ 	Instigated partnership with Sourcewell to become their sole technology provider to the waste management sector and earned the Sourcewell Sales MVP Award that is given out only once every 5 years for sales performance 
✔ 	Currently on target to surpass the 2023 sales quota by expanding presence in untapped markets

Sales Executive

Snapbox Self Storage

•	Recruited to overhaul the outdated and ineffective training department for the emerging self-storage company 
•	Facilitated one-on-one and group training sessions with up to 10 employees on a wide range of company topics
•	Disseminated and reviewed customer surveys to uncover learning gaps and shape training course development   
•	Conducted regular coaching calls with managers to answer inquiries and ensure performance goals were achieved 
•	Crafted training documentation and materials that served as valuable resources and references for employees 

Key Achievements:
✔ 	Pioneered a new customer-focused 30-day training program to successfully standardize the education delivered to employees and foster a unified corporate vision after Snapbox acquired multiple smaller self-storage businesses 
✔ 	Revamped the Operations Manuals at all locations to reflect new workflows, processes, and brand expectations

Training Manager 

EnviroSolutions Inc.

•	Managed the 10-member Regional Revenue Team in the planning and execution of the sales, account management, and customer relations operations for the Northern Virginia, Maryland, and Washington DC marketplaces
•	Built and nurtured relationships with commercial, residential, and industrial clients to uncover sales opportunities
•	Accountable for the team hiring, training, talent development, and performance evaluation and management
•	Partnered with the marketing department to deploy multi-channel digital campaigns and raise brand awareness 
•	Defined annual business plans to engage target client demographics and propel year-over-year revenue growth 
•	Tracked department expenses, monitored team progress, and investigated and resolved escalated client issues 

Key Achievements:
✔ 	Maximized customer retention and satisfaction by founding loyalty programs with tiered benefits for renewals 
✔ 	Captured competitive market share by introducing programs to help customers acquire the LEED® certification
✔ 	Contributed to the successful rebranding of the website and social media in 2012 by serving on the committee

Customer Relations Manager

CubeSmart

•	Led a team of 4 Divisional Trainers in providing instruction to over 1,000 employees across 500+ stores in the US
•	Worked closely with the COO to understand business requirements and structure training programs and collateral 
•	Designed and presented corporate workshops, e-learning sessions, and webinars for new and existing employees 
•	Tracked and assessed key performance indicators (KPIs) to identify operational areas in need of improvement 

Key Achievements:
✔ 	Played a key role in seamlessly integrating new acquisitions by founding a 10-day virtual training program 
✔ 	Earned glowing user feedback for producing 2 online sales training videos that were interactive and entertaining 
✔ 	Orchestrated a Train the Trainer Conference in 2009 with over 100 Field Trainers and created all training materials
✔ 	Participated in the entertainment and planning committee for the National Leadership Meeting in 2006 and 2007

Director of Training

Extra Space Storage

•	Oversaw a 7-person sales team in the strategic development and implementation of the national sales strategy 
•	Structured marketing strategies to promote storage solutions to residential and commercial consumers

Key Achievements:
✔ 	Won the 2004 Annual All Star Award for ranking first in overall performance for all GE Real Estate employees
✔ 	Surpassed the annual sales quota by over 20% in 2005 by evolving and modernizing the sales training programs

National Sales Manager

Passionate, versatile, and detail-oriented Customer Experience Leader with over 20 years of experience managing national teams, driving transformative projects, and elevating customer experiences in the SaaS sector for industry-leading companies. Recognized as an influential change leader who builds consensus amongst – and partners with – clients, external partners, and key decision-makers to launch dynamic programs and campaigns. Offering a robust business acumen with a history in identifying needs, assessing potential, and introducing strategies that satisfy immediate and long-term goals. Hands-on mentor who nurtures unique talents, builds best-in-class teams, and fosters open communications to create inclusive, collaborative, and high-performing work environments.

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