Deep Lines

- Manage resources, schedules, and financial decisions for multiple architectural projects, ensuring milestones were met and within budget

- Coordinate communication between clients, contractors, and consultants to ensure smooth project execution

- Navigate LADBS and the City of Los Angeles to acquire permits for residential homes and ADUs, ensuring compliance with building codes and regulations

- Implement and maintain company tools (Google Workspace, Monday.com, QuickBooks) to streamline operations and enhance project management efficiency

- Implement AI tools (including ChatGPT and Veras for Sketchup) to improve operational workflows and increase efficiency

- Oversee marketing efforts, including social media presence and website development, collaborating on brand strategy

- Build strong client relationships, managing expectations and ensuring timely project delivery

Operations and Technical Project Manager

Wrapbook

Sole manager for team of US and Canadian remote full time support analysts

- Evolved Zendesk instance to effectively collect valuable voice of the customer data, providing Product with data for analysis and decision-making purposes for the roadmap

- Maintained healthy progress towards and reported on OKRs, KPIs and SLAs

- Interviewed and hired new analysts to scale team to full operational support coverage

- Developed onboarding strategy for new hires to get them acclimated with the platform and working with clients quickly

- Learned and used proprietary backend admin tools to help solve tickets and escalations

Manager of Customer Support

Emburse

-Managed and mentored a team of specialized support engineers

-Interviewed, hired and developed support engineers to create a 24/7 international presence

-Managed and developed the Support Triage Team which filters all incoming requests into their proper channels and ensured that Support Engineers had what they needed to be productive working cases

-Developed cross-team relationships with Product, Engineering, Configuration, Ops, and Services

-Hands-on involvement of daily support engineering operations, including the management and prioritization of cases, incidents, and outages

-Communicated with clients on escalations, building and fostering client relationships

-Maintained an end-to-end understanding of the product infrastructure and support tools used

-Created dynamic Salesforce reporting to optimize work for the support team and track team KPI’s

Manager of Technical Support | Web Services | Mobile | Transactions | Triage

-Collaborated alongside Client Services, Product, and Technology to ensure all internal and client needs were handled with white glove service.

-Partnered with Product Management to align Support staff with each pillar of the product, attending grooming, analyzing demos to upkeep the knowledge base, and coordinated with scrum teams to troubleshoot specific Tier 3 issues.

-Coordinated with Product and Technology to develop internal administrative tools for the proprietary platform, evolving customer-facing versions of our tools for scale.

-Evolved TMBC's customer support solutions to scale to a growing list of enterprise clients, each with their own customized SLA's and support models.

-Hired, managed and trained the Product Support team to become empowered and engaged future leaders in the organization.

-Built and automated KPI dashboards through Zendesk analytics which measured support resources, platform usage and friction points.

-Strategized and implemented end-to-end customer support processes for the knowledge base, Help Center, and case management solutions.

Senior Manager of Product Support

Cineverse

-Designed, built, and maintained entire customer support infrastructure from the ground up for Cinedigm's full service OTT channels Dove and CONtv, which encompassed over 2 million app downloads and 450,000 registered users across all supported platforms.

-Transformeded our customer support into consistent white glove service for our paid subscription base.

-Hired and trained Customer Support team to deliver excellent white glove service in line with our channel's brands. Also trained team on billing systems, subscription  management system, KPI reporting and QA protocols.

-Integrated voice support into support infrastructure which allowed the department to accurately track and efficiently resolve all customer phone support.

-Scaled Zendesk Help Centers and ticketing flows utilizing HTML, CSS, and JavaScript.

-Collaborated with development, social, marketing and operations to establish best practices and systems for customer support.  

-Maintained robust understanding of product backend, frontend experience and brand positioning to effectively serve as external facing brand and service ambassador to all OTT channels. 
 
-Tracked customers and churn to support, retain, and convert free users to paid accounts. 

-Built and maintained data tracking dashboards for support operations and ran data analysis on customer churn for regular KPI reporting team-wide.  

-Synthesized voice of the customer to provide insights to executive management and product team, influencing company stakeholders to ensure product features aligned with customer gains. 

-Provided timely, clear service updates and relevant CX documentation and messaging across all brand portals.

-Collaborated with development, operations, and product to ensure that critical product features were communicated to customers.

-Collaborated and supervised the QA team across Android, iOS, Amazon, web and Roku platforms on all networks.

Customer Experience Manager

-Managed the Los Angeles desktop support intern team

-Managed all new employees from a software and hardware perspective - imaging machines and installing customized software solutions for each particular position.

-Managed Kaseya ticketing support system for IT department.

-Deployed and trained Los Angeles offices on OneDrive and SharePoint solutions.
Administered desktop support for onsite and remote employees.

-Administered Active Directory for user accounts and Exchange mailbox management.

-Worked and maintained relationships with software and hardware licensing providers, and managed hardware and software orders for the support team.

IT Support Administrator

Michelson Found Animals Foundation, Inc.

-Supervised the internal operations of headquarters, purchased, managed, and deployed technology for headquarters and satellite stores.  

-Managed Volume Licensing for Microsoft and Adobe inventories.  

-Responsible for tech peripherals and mobile devices, as well as PBX phone system.  

-Managed security solutions for the Cloud environment including Spanning and Webroot, and also maintained Google Apps network infrastructure.

Office Manager and IT Support Administrator

As an Operations and Technical Project Manager, I bring a unique blend of hands-on project management experience and technical expertise. I specialize in coordinating resources with county and city agencies (LADBS and the City of Los Angeles), navigating permitting processes, and ensuring the successful execution of residential and ADU projects. My background in SaaS support has honed my ability to collaborate with stakeholders, shape requirements, and implement automated solutions that enhance efficiency—skills I now leverage to streamline project workflows using tools like Google Workspace, Monday.com, and QuickBooks. I have extensive experience translating complex requirements into actionable plans, managing budgets, and driving process optimization through AI. By focusing on both the technical and strategic aspects of operations, I help design and technical teams stay focused on their work while ensuring seamless project delivery and strong client relationships.

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