Viirtue -  the cloud app marketplace™

I led a global team of Operations, Network, and Technical Support Engineers, overseeing diverse functions including customer and partner support, end-user training, field service management, logistics, infrastructure management, vendor management, and sales engineering. I established a comprehensive coaching program for engineers across all tiers, significantly enhancing their skills and paving clear paths to advancement. Through the implementation of a ticket controller and optimized call routing, we achieved more balanced workload distribution among team members. Introducing key performance indicators (KPIs) at both team and individual levels empowered staff to proactively manage their performance. I devised reseller discovery questions to streamline onboarding, resulting in a 30% increase in certification success rates and 25% reduction in onboarding timelines. Lastly, I developed a persuasive business case for launching a Partner Implementation Management initiative, which drove revenue growth and ensured partners' proficiency in all Viirtue services.

VP of Operations

Fuze

I led a global team of Project Managers at Fuze, where we provided consultative services to our critical teams and largest enterprise customers. My focus revolved around extending lifetime value and enhancing customer satisfaction through consulting, cost reduction, and revenue retention strategies.

One of my significant achievements was completing comprehensive account overviews for 135 of our top 300 customers. I managed solution consulting activities from data discovery to design and deployment, resulting in an impressive 95% customer retention rate.

Additionally, I collaborated with Engineering to successfully migrate 3500 PBXs to AWS infrastructure over 18 months. This initiative not only saved Fuze $1.8M annually but also improved stability, security, and performance for all customers.

Furthermore, I led a project with the Global Customer Support Team to optimize workloads, reallocating 20 task categories. This allowed 150 Technical Support Engineers to focus more on break-fix only cases, enhancing overall efficiency and service quality.

Director, Customer Optimization PMO

I led three formidable global project teams—overseeing Commercial PMO, Customer Optimization PMO, and Post Implementation Operations. I curated and led a top-tier team of five PIO Engineers, pivotal in ensuring flawless customer go-lives. Across a 2.5-year span, I managed the project lifecycle of 5500 global projects with finesse. My foresight and acumen were unmatched as I flawlessly predicted quarterly MRR and PS revenues, maintaining a flawless track record for 10 consecutive quarters.

Director, Worldwide Commercial PMO

I directed two global teams, Customer Optimization and Carrier Operations, along with a regional team, North America PMO. Collaborating with Executive Leadership, I pioneered a PS revenue forecasting program via FinancialForce. Orchestrating a strategic overhaul of the Project Management Team, I introduced specialized task forces for existing and new customers, facilitating swift onboarding and optimizing revenue streams from PS & MRR. I streamlined the customer kickoff process, reducing deployment schedules, accelerating revenue recognition, and enhancing overall customer satisfaction.

Director of Project Management

I mentored and supported a team of eight Project Managers, specializing in commercial and enterprise-level clients. I spearheaded the creation and implementation of service delivery workflows and custom reporting using JIRA. I led hiring initiatives that resulted in increasing staff by over 350%, all while managing within departmental budgets. Additionally, I supervised seven Carrier Analysts, overseeing circuit delivery and number portability for all client deployments.

PMO Manager, Service Delivery and Carrier Analyst Teams

Blue Front Telecom Group

I created and led the Consulting Division, overseeing all company operations and driving optimizations for service delivery. I owned the design and implementation of a new Salesforce CRM system to enhance workflow functionality and develop comprehensive custom reporting, meeting the needs of staff and subagents. I handled escalations within carrier partners' management teams to expedite service delivery and troubleshoot issues. Additionally, I supervised the implementation of UCaaS, VoIP, MPLS, and DIA services over high-capacity networks. Furthermore, I provided support to Blue Front subagents with price quotes and sales proposals.

Director of Professional Services

TNCI

During my tenure, I led the Provisioning and Operations Departments, ensuring seamless service delivery to our client and agent base. I managed the day-to-day operations of three provisioning departments, overseeing a team of 21 employees. I successfully expanded our team by 40%, all while staying within budget constraints. Through mentoring and training initiatives, I achieved a remarkable 100% employee retention rate. I implemented strategic departmental reorganizations, optimizing efficiency and resulting in faster installation intervals, shorter sale-to-bill cycles, improved profitability, and reduced client attrition. Notably, I handled installations for clients with monthly revenues of up to $300,000 across 1 to over 2,000 locations.

Senior Director, Provisioning

One Communications (formerly CTC)

During my leadership, I launched the Agent Sales Channel, establishing and managing One Communications' dynamic Agent Support Team. I personally trained 25 Agent Partners and 22 Channel Managers while leading a high-performing team of eight Technical Support Representatives, guaranteeing exceptional service for over 700 clients.

Agent Channel Operations Manager

During my tenure, I managed the Dedham operations team, overseeing Service Delivery, Customer Service, Billing, and Repair teams. Under my guidance, a formidable team of six Network Coordinators and three Sales Representatives thrived. Collectively, we cultivated and nurtured relationships with 550 clients, culminating in an impressive $15.5M in annual billing.

Branch Operations Manager

During my tenure, I oversaw a team of four Network Coordinators, managing all aspects of ordering and delivering telecommunication services for 300 total customers representing $6M in annual billing.

NC Team Leader

I provided guidance and assistance to customers in managing their multi-location voice and data networks. I was the primary point of contact for 70 customers and three Account Executives. Additionally, I supported the Sales Team by addressing service and technical issues, offering troubleshooting expertise and facilitating repairs as needed.

Network Coordinator

As a seasoned business leader, I specialize in igniting high-performance teams, harmonizing strategy with operations, and consistently achieving remarkable outcomes. My expertise spans talent acquisition, nurturing employee development, and streamlining operations to drive substantial revenue growth and ensure unparalleled customer satisfaction. I excel in dynamic, innovative, and growth-driven settings, adeptly navigating uncertainty with strategic finesse. My unwavering commitment lies in cultivating a collaborative, high-achieving culture, while spearheading transformative ventures and expertly guiding organizations through transformative phases.

Specialties: leading teams, global service delivery, project management, solution consulting, professional services, revenue growth and retention, revenue forecasting, risk management, workforce planning, coaching, partner success, customer optimization, business analytics, SaaS, UCaaS, CCaaS, VoIP, telecommunications, operations management, strategic analysis, salesforce CRM

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