Fuze: An 8x8 Company

Build relationships within a $9 million portfolio of 20 Enterprise customers focusing on adoption, expansion and retention of a Global UCaaS/CCaaS product suite.

- Customer portfolio service adoption rate exceeds Enterprise peers’ by more than 5% realizing over $450k in annual value through a consultative approach backed by data analysis.
- Onboard and Mentor new and existing Customer Success Manager team members.
- Achieved 90% revenue retention YoY by identifying and coordinating issue resolution across all internal organizations.
- Expanded Professional Service revenue by $5k through a managed service practice.

Sr. Customer Success Manager - Enterprise

Build relationships within a $7 million portfolio of 14 Enterprise customers focusing on adoption, expansion and retention of a Global UCaaS/CCaaS product suite.  Grew portfolio revenue 5% YoY by communicating new services to both C-Level and technical users within QBR presentations and cadence.

- Customer portfolio service adoption rate exceeds Enterprise peers’ by more than 5% realizing over $350k in annual value through a consultative approach backed by data analysis.
- Drove product improvement within the video conferencing platform by identifying feature enhancements through trend analysis.  Improvements increased service user experience by 20% and reduced customer overhead. 
- Achieved 95% customer retention YoY by identifying and coordinating issue resolution across all internal organizations.
- Exceeded business goal for customer references by 160% by leveraging deep customer relationships.
- Expanded Professional Service revenue by $20k through strategy sessions to close multiple custom dev solutions.

Enterprise Customer Success Manager

Glotel, Inc.

Recruiting leader responsible for sourcing and attracting top talent for contract and full-time telecom and IT roles at Fortune 500 companies. Work successfully in a highly collaborative and fast-paced work environment. 

•	Achieved monthly staffing goals for $1.5 million target
•	Actively target, pursue, meet, and work with recruiting team to close high-performing candidates.
•	Collaborate with account managers and hiring leaders to identify ideal candidate profiles for key account needs.

Regional Recruiting Manager

Walton's Garden Center

Led a team of 10 increasing sales by 65% over a five-year period in a $1 million retail store. Fully responsible for retail center P&L, daily operations, marketing, customer service, HR, and IT. Aggressively grew sales and operating profit, created marketing and brand strategy, developed customer outreach programs, and addressed costly employee retention and customer service issues.

•	Expanded wholesale business by 30% annually by adjusting purchasing and logistics plans, revamping programs, and increasing customer engagement.
•	Reduced company purchases by 2% YOY while increasing SKUs through improved inventory and purchasing controls. 
•	Negotiated private label products resulting in 100% growth in unit sales in four months, and a 10% product cost reduction.
•	Implemented first integrated cloud-based POS and CRM with no sales or back office down time. Reduced checkout errors by 80% and average checkout time by 30%, and captured information on 20% of new customers.
•	Drove net sales by 20% in two of the top five categories via product mix analysis, identifying trends, and pricing strategy. 
•	Redesigned retail floor flow, product display patterns, and sales training, boosting the average sale by 10%.
•	Introduced no-cost social media plan, increasing followers by 1900% and growing the customer database by 250%.
•	Created vision and design for the first web and mobile site which increased weekly traffic by 900% within 30 days. 
•	Increased employee retention by 100% through staff development opportunities and improved work environment.
•	Renegotiated contracts with utilities and communications providers cutting costs by double digits.
•	Revised company handbook and created new hire training materials to ensure consistency for all staff.

General Manager

Dallas City Center Realtors

Residential real estate sales and leasing service provider in four North Texas counties. Advisor in business transformation of $100 million franchise to an independent broker. Ensured corporate and agent updates to online outreach, marketing materials, CRMs, and operations documents.
•	Achieved sales growth of 165% totaling more than $5 million.
•	Provided corporate financial analysis and reporting to determine short-term and long-term business forecasts.
•	Built and maintained a pipeline that generated more than $1.75 million in annual sales.

Realtor

Sprint

Managed cross-functional teams, internal and external equipment supply chain, network design, and service delivery that achieved 100% partner market customer satisfaction (CSAT) for four years. Overcame shrinking margins, reduction in resources, and tight timelines by proactively engaging provisioners and the equipment supply chain to streamline processes and anticipate delivery and equipment issues. 

•	Interfaced with customer and delivered projects for 15 sales partners that generated over $40 million in annual revenue.
•	Implemented a 300+ MPLS site network for Camping World in less than four months with 100% CSAT scores. Installed 5,000+ circuits globally at sites with DS1 to DS3 bandwidths. 
•	Acted as Subject Matter Expert on order package creation through service delivery. Identified and escalated service delivery issues to ensure timely resolution.
•	Used tracking tools and enterprise systems to document milestones, issues, action plans, and completions. 
•	Designed and implemented an employee incentive program which increased the organizational customer satisfaction metric from 75% to 90%.

Implementation Project Manager

Managed multiple projects through the design, development, and network implementation stages for Emerging and Mid-Market customers. Created and presented activity reports to key stakeholders within the organization. Validated and implemented sales orders to ensure accurate processing, timeline delivery, and revenue generation. 

•	Established eight reporting programs that reduced work cycles by 25% through the life of a $30 million project. 
•	Reduced daily work cycles by 35% through the creation of a Visual Basic program. 
•	Increased cross-functional productivity by creating an Excel database used companywide for real-time order statuses.

Sales Implementation Specialist

Coordinated sales order activities to ensure timely service delivery to Wholesale Market customers.
-Primary customer contact for voice and data products maintenance requests, activations, and disconnects
-Analyzed, escalated, and resolved service order and billing related issues
-Implemented company’s largest Customized Network Routing table, through the creation of a visual basic program which reduced work cycles by 30%
-Created company methods and procedures for three product types

Sales and Service Processing Specialist

I have spent the last 20 years in operations, logistics, and management helping small companies and global organizations exceed their goals by connecting with customers, maximizing resources, improving processes, and motivating employees.
 
I drive top- and bottom-line growth by successfully analyzing trends, identifying business opportunities, building cross-functional relationships, leveraging technology, and managing supply chains.
 
I have been able to consistently identify and solve organizational problems by leveraging my diverse background in marketing, HR, IT, sales, and customer service. I thrive in roles where I am challenged to use all of these tools and more to help companies and staff reach their full potential. 

Skills
-Operations Management  -Business Process Improvements  -Project Management  -Supply Chain	 -Vendor Management  -Relationship Building  -Staff Development

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