Visa

I have the privilege to lead the Data Technical Solutions team with Visa's Commercial Solutions.

Manager, Technical Solutions, Visa Commercial Solutions

Revenue.io

Support the team with difficult cases and guidance. Continue to focus on scaling our Salesforce managed package Guided Selling support in addition to our other products (ringDNA Intelligent Dialer, Conversation AI, Moments, Marketing Call Tracking and Hot Leads).

Support Team Lead

I work as a senior member of our Support Team helping solve customer issues, creating better support processes and supporting our application internally & externally. With my Cadencing background, I work closely with our Guided Selling sequence solution to help our customers run sequences within Salesforce using our managed package, packaged reporting, customizations with Salesforce, suggesting best practices. 

Revenue.io powers high-performing teams with real-time guidance. By surfacing and recommending what works best, Revenue.io enables hundreds of customers like HPE, Nutanix, and AWS to deliver predictable results and optimize their entire revenue operation. Founded in 2013, Revenue.io is headquartered in Los Angeles and backed by venture funding from Goldman Sachs, Bryant Stibel, and Palisades Capital.

Senior Customer Support Analyst

SalesLoft

Manager, Client Support (Tier 2)

I serve, encourage, and grow a team of Support Agents that exemplify #SalesLove by solving technical problems for clients and application integration partners. SalesLoft is a fast paced, hyper growth technology company. 

Roles and Responsibilities: Zendesk Admin overseeing all Zendesk operations. Directly lead 6 Support Agents and their professional growth. Manage ticket escalations as needed. Manage Support Department Projects as assigned. 

Highlights/Awards: Guest Speaker at ElevateCX Oct 2018. Member of my team awarded "Rookie of the Year" for Client Services in 2018. Graduate of SalesLoft's Fall 2018 LEAD program (6 month Leadership Class), Managed 12 agents directly while backfilling a peer-manager. 

Special Projects:  Launched and coordinated our Premium Support model operations, Created GMT Support operations team of 3, Served as interim head of support for 3 months (Aug-Oct 2018), moved Support team from a flat model to a tiered ticket structure, driving performance and efficiency using sophisticated Zendesk Explore reporting, implemented project to drive agents to offer & have more screen shares to reduce customer effort.

Manager, Client Support

Early stage team member (1 of 4 Support Agents) with a bias towards action and determination to solve complex issues for our clients. As a Customer Support Agent I solved technical issues with B2B clients within SalesLoft, SalesLoft and Salesforce, and SalesLoft and VoIP Provider.

Daily I: 
 - Supported Sales Teams Leaders/clients across the globe utilizing ZenDesk and live chat. 
 - Technical Competencies ranged from basic product knowledge/use to deeper product questions such as Salesforce integrations, VoIP (Twilio) integrations, API issues, database management, etc. 
 - Contribute to knowledge base articles
 - Find, Replicate and Report User Bugs
 - Make weekly product feature suggestions based on user experiences

Customer Support Agent

Chick-fil-A at Perimeter Pointe

I was part of the leadership team responsible for daily operations and leading Team Members and Team Leaders.

-Responsible for supporting the Operator and Director of Operations in all training, food cost, labor, inventory, leadership, and training needs in store. 

-Lead High Performance Leadership Team meetings and trainings

-Take ownership of corporate initiatives and product launches to cause positive change in store

-Daily & Continual training/recalibrating of team members
     -Created "Caught Being Excellent" cards to reward Team Members for doing their job with excellence. (see attached photo) 

-Part of a High Performance Leadership Team that actively builds and supports a "Servant Leadership" atmosphere focused on serving our team beyond the counter

-Led rollout of A-List for Perimeter Mall and coordinated a Mall Marketing Calendar

Results while at Perimeter Mall:
   -Decreased Food Cost GAP from 1.33% to 0.82%
   -Increased "Operational Excellence" score from 52% to 56%
   -Increased "Likelihood to Recommend This Chick-fil-A" score from 57% to 65%
   -Increase "Likelihood to Return to this Chick-fil-A" score from 62% to 67%

Also during my time we increased the following ROE Scores. ROE is a quarterly test performed by Steritech to evaluate correct procedures in relation to Chick-fil-A standards. 

   -Product 88% to 94%
   -Service 86% to 90%
   -Production Environment 73% to 81%

Profit Director & General Manager

Continued existing roles at Chick-fil-A and develop my operations knowledge and servant leadership attitude.

Team Leader

I'm am learning all operations of our unit and what is required to run a high volume store. I am being mentored by a current store leader, conducting extra training outside of work schedule and developing my leadership skills by reading servant leadership focused books.

This Chick-fil-A is one of the highest volume Chick-fil-A's in Georgia & under the leadership of Chick-fil-A Operator veteran Alex Rodriguez.  

Extra Responsibilities:
- Help co-lead the unit's Facebook Page
- Communicate our store's Operational Excellence (OE) reports to our Team Members. I do this my updating spreadsheet graphs and communicating it to unit Team Members using a community bulletin board. OE is a Chick-fil-A metric to identify how "excellent" your store is (vs how "good" you are). It is our unit's 2012 goal to raise OE.

Team Member

Southern Family Sauces

Family run sauce business selling the famous BBQ Sauce of Bobby Joe Cason & family:
- Co-founded company in college, developed corporate strategy by leading company in writing business plan and setting up legal entity.
- Our Sauce is still in production even though I am removed from daily operations.

Co-Founder

Mobilization Labs

This was my first experience working for a start-up. I focused on helping organizations mobilize their supporters into action for their cause using social media and software as a service.  I worked with the marketing and post-sales management teams.  I worked to support organizational sales goals through adoption and assist the development & support teams when necessary.

Mobilization Specialist

State YMCA of Georgia

I had the honor to lead the Southwest Y-Club District by:
-  Coordinated efforts for school leadership organization in a 41 county district
- Acted as an organizational liaison and support for school-based clubs
- Headed planning & implementation of 2 annual district-wide conferences
- Assisted State Office in coordinating 4 annual state-wide conferences 
- Conducted district finance drives

Southwest District Director

Berry College

-	Managed Berry College’s Student Activity Fee Fund ($250,000)
-	Developed communication system with administration and student organizations
-	Developed systematic checks and balances for efficiency of fund use
-	Chaired the Budget & Finance Committee
-	Continued traditional roles of Student Government Association Treasurer  (Student Life Counsel, Student Advisory Committee to the President, member of Berry College Budget Advisory Committee)

Student Government Association Executive Treasurer

I am a customer support expert applying my skills in team leadership and technical troubleshooting to make SaaS Support scalable with start-ups growing fast. 

I helped SalesLoft scale from $2M to $90M ARR & was their first Support Manager. I'm currently at Revenue.io which is another fast-growing start-up serving Revenue Operations. Revenue.io is a revenue acceleration platform that helps businesses scale growth through AI-powered guidance, insights, and tools for sellers, managers, and revenue leaders.

Taplio

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