Tegus

Product Manager

Core Data Operations Manager

BamSEC

Customer Success and Operations Manager

Content Analytics, Inc.

• Conduct webinars, product onboarding, training, and regular customer check-ins 
• Voice of the customer as liaison to product, QA and engineering teams to help drive feature requests and product improvements 
• Drive escalation of client issues, submit JIRA tickets and coordinate with Product team on resolution paths 
• Recurring business reviews to increase customer engagement of platform and implement best practices 
• Support Sales for contract renewals and minimizing churn 
• Act as a trusted partner for assigned accounts to gather business goals and create customer success plans 
• Create and maintain documentation, training materials, and video tutorials

Customer Success Manager

Walmart Global eCommerce

• Support item set up, content updates, identify issues impacting item online availability, item maintenance and optimization
• Works with copywriters and Supplier to manage content acquisition and optimization
• Track and report Content Health and SEO scoring to maximize web and internal site discoverability
• Forecasts business volumes and works with vendor to ensure replenishment and reduce PO issues
• Serve as the main point of contact for problem resolution / internal advocate for initiatives and escalations
• Onboard and train new Supplier managers on Walmart systems and tools
• Submits critical tickets for system or data repairs that impact Supplier's business
• Conducts analyses on promotions to identify opportunities to improve promotional effectiveness, in collaboration with the Marketing and Category teams
• Identifies key item drives for the items in Supplier's portfolio for bundles, collections and Buy-Together-Value combinations
• Develops strategies to drive growth for Supplier's business and makes recommendations to the Buyer and Category Specialist
• Provide metrics and weekly Sales Reports on all categories in Supplier Assortment

Account Manager (VAP - Vendor Accelerator Program)

Dot & Bo

• Provided analytical support for internal Business Intelligence team to improve fulfillment efficiencies and processes
• Submitted purchase orders to vendors and track all PO’s for accurate ETA’s and receiving counts
• Researched purchase order discrepancies to identify problem causes and act as order escalation
liaison for external vendors, Dot & Bo 3PL fulfillment warehouses, internal Dot & Bo departments
• Onboarded and trained new vendors on Dot & Bo systems and ensure vendor compliance with
Dot & Bo fulfillment SLA’s
• Worked with vendors, merchandising team and Dot & Bo warehouses to maintain accurate
external inventory advice resolve quality, packaging, and fulfillment issues
• Partnered with finance department to ensure all invoices are reconciled against received
shipments
• Maintain historic vendor reports to perform data analysis to evaluate vendor performance,
customer order statuses and shipment lead times
• Managed Vendor Associate Team and ensure consistent KPI goals

Vendor Account Manager

SquareTrade

• Assisted customers with troubleshooting and filing claims via phone, email and online triage queue
• Maintained team email templates, FAQ’s and process flow libraries
• Managed local repair authorization requests and servicer provider assignments  
• Sourced and ordered replaceable parts / kits and replacement units for field repairs
• Provided repair and troubleshooting support to field technicians
• Provided escalation support for resolution team and team managers  
• Provided peer support, training and shadowing for team QA review
• Successfully launched Replacement Television Pilot program

Technical Support

Microtech Systems, Inc

• Provided direct telephone and email support to customers
• Tracked customer issues in Helpdesk database and issued RMAs
• Provided on-site install and repair service at customer locations and aided in the training of third-
party support personnel
• Responsible for support department schedules and technician performance reviews
• Provided training to department staff and handled customer escalations
• Created and maintained library of technical documentation and video guides for technical
procedures
• Evaluated and repaired refurbished RMA printers (thermal and Inkjet)
• Evaluated and tested new system build configurations

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