leadPops, Inc.

Responsible for securing the functionality of the business to drive sustainable growth. Optimize business practices and performance through in-depth evaluation, and execution of continuous improvements. Coordinate across functional departments to ensure alignment on company initiatives. Partner with CEO in developing long-term business strategies, and operating plan to support our growth strategy. Focus on lead generation for Mortgage and Real Estate from direct to Enterprise.

President

ESW Capital

Developed post acquisition program to standardize on-boarding to the portfolio. Trained ESW Teams on retention and partner success program. Helped with knowledge transfer and automation, pricing increases and client success, Help desk and KPI management. Created sales training playbooks for Think3 (www.think3.com) companies with a focus on a new partner success program within the new portfolio including:  BiznessApps , DNN, Kayako, MyAlerts, FogBugz and School Loop.

Director Partner Relations for Think3 Portfolio / ESW Capital

Bizness Apps

Engage the organization in managing customer relationships.  Create a persistent focus on the customer in the actions the company takes.  Drive the organization to work together for optimum customer experience delivery. Android/Apple apps and progressive web apps, digital and reputation focused.

Chief Success Officer (Acquired)

Recruited by the CEO to support the transition of the client success organization from San Francisco to San Diego.  Overhauled all staffing models in a call center to include KPIs and SLAs. Implemented a scalable model through cross training and specialized roles including Sales Teams, Onboarding, Tech Support, and Customer Success teams. Cross trained with a heavy focus on retention and growth resulting in significant churn reduction. In addition, established a new improved Playbook for Sales Team to increase conversions. Supported clients and handled sales to support of our Reseller clients. Strong focus on Apple/Android/PWA apps that grew local businesses with loyalty, reputation, and applicable features.

Vice President - Client Support

FranConnect

Responsible for supporting Major Franchise Brands, Franchisees & Local businesses with digital marketing solutions to help with online revenue efforts. Qualify clients on best solution to grow their business. Identify opportunities and solutions to facilitate growth through reputation building, recruiting, online brand management and lead generation (digital ads/local seo). Including Real Estate, Mortgage, Restaurants, and Service companies.

VP of Local Sales and Client Success         (Acquired)

Process Peak

Responsible for growing franchise systems through proven Local solutions. Manage sales and service teams to ensure a cohesive life-cycle with thousands of local franchisees. Identify opportunities and solutions to facilitate growth through reputation building, recruiting, online brand management and lead generation for our clients. Develop social media, online and offline strategies for Franchises. Including Real Estate, Mortgage, Restaurants, and Service companies.

Sr. Director of Local Sales and Client Success (Acquired Now Franconnect)

220 Marketing

Responsible for day to day operations for Mortgage Marketing Sales, Service, & Product Development. Implemented new revenue opportunities with expansion to Real Estate and Insurance industries. Consistently achieved or exceeded sales targets. Introduced up-sell strategy and campaigns for additional revenue including: PPC, social media, lead generation and SEO products. Responsible for call center KPI's including upsell, retention and support service levels. Handled all recruiting, training, and P&L.

Vice President of Operations

Z57, Inc.

Responsible for supporting 18,000 Real Estate Agents/Brokers. Managed onboarding, client success and customer service operations for Real Estate websites and digital services including paid media and seo services. Implemented key performance indicators including up sells and retention KPI's.  Responsible for hiring, and training all new hires. Focused on implementation of value chain, retention and referral programs.

Director of Client Services

American Capital Financial Services

Responsible for day-to-day operations in a high-volume call center. Managed all national marketing campaigns for a Mortgage and Real Estate company. 
Responsible for the call center and inbound volume for national TV and radio ads. Implemented client roadmap, reporting, training and SOPs. Managed all online national lead generation campaigns to support 100 local branches. Handled the marketing budget and was accountable for ROI on PPC, SEO, email, TV, Radio and events. Worked with in-house developers to create a company intranet, and launch Mortgage and Real estate sites for over 500 Loan officers and Realtors.

Sr. Director Customer Experience

Nobel, Ltd

Responsible for hiring, training and day to day operations for 250 seat inbound/outbound call center in Bucharest, Romania and 90 seat quality assurance team in Carlsbad, CA. Developed and implemented inbound and outbound marketing programs to sell telecom products to consumers and small businesses. This included metrics, scripting, program specifications and goal implementation. Analyzed sales performance, accountable for KPI's in sales and sevice. 
Measured call drivers, productivity levels for program effectiveness and profitability. Trended and reported findings for sales, cs and product improvement. Managed corporate training departments for both Carlsbad and Bucharest call centers.

Sr. Director - International Operations

Verizon Enterprise Solutions

Liaison between corporate and multiple outsource vendors/companies across the US. 
Responsible for multiple site service levels and KPIs by department. 
Created and measured KPI's for all supported call types and languages.
Traveled to outsourced and company call centers across the U.S to oversee operations. 
Developed and implemented improvement strategies to increase program performance and measure key metrics.  Implemented all corporate sales and service training for nationwide locations to ensure company standards and revenue targets.

Sr. Manager,  Vendor Operations

High-energy strategic leader experienced in sales, client management, and customer service. A strong passion and focus on Lead generation, CRO, Mobile Apps Technology, Digital Marketing, and Reputation Services. Expert on the local online landscape. SMB and Franchise/Multi-location market. 15+ years Inbound/Outbound Global Call Center Professional. Expert in internal/outsourced call center management, with extensive experience in building and managing high-performance teams.

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