Jan 2022 – Feb 2024 · 2 yrs 1 mo · Bellevue, Washington, United States · Hybrid

• Executive oversight; Customer Identity Cloud Developer support, knowledge management, and support enablement.

Jun 2021 – Jan 2022 · 7 mos · Seattle, Washington, United States

• Post sales developer support and developer community

Jun 2017 – Jun 2021 · 4 yrs · Seattle, Washington, United States

• A member of the senior leadership team with responsibility for post-sales global technical support organization.

Aug 2015 – Jun 2017 · 1 yr 10 mos · Austin, Texas Area

• Executive leadership member responsible for Customer Services (consumer breach response identity protection services team, oversight of onshore 3rd party call center delivery partners, Quality Assurance, and Training / Certification) of AllClear ID Service Delivery network of agent resources.
• Recent recipient of the prestigious Stevie Awards for Customer Service; 2015 / 2016 for outstanding customer service.

Oct 2014 – Jul 2015 · 9 mos · San Jose, CA

• A member and leader of the Global Customer Support & Success organization. Oversight responsibility for Global Customer Support delivery 7x24/365.
• Recipient of the Stevie Award 2014 Award for Customer Support and a repeat winner of the "Best Place to Work in U.S".

Oct 2012 – Oct 2014 · 2 yrs · San Francisco Bay Area

• Global Technical Support leadership team member responsible for B2B end to end (Premier Triage, Frontline, and Backline) Technical Support for the AMER GEO across 11 locations servicing customers 7x24/365
• Oversight of key change management and delivery initiatives; customer satisfaction, performance management, outsource delivery partners, and building leaders. Key contributor to launching Mission Critical Success program for large scale customers including Cisco and Groupon.

Oct 2009 – Oct 2012 · 3 yrs · Portland, Oregon Area

• Knowledge Universe is a global education company with a network of more than 3,700 education locations globally employing over 40,000 teachers and professional staff, as well as large online schools, colleges and school management systems which touch over five million students daily.
• Enterprise leadership team member responsible for the launch and ongoing concern of the US B2C pre-sales service organization across two US locations supporting over 2,000 US based education locations. Also, a change management leader of broad based strategic initiatives key to organizational transformation.

May 2003 – Nov 2008 · 5 yrs 6 mos · Redmond, WA

• VMC Consulting is a wholly owned subsidiary of Volt Information Sciences (VOL) chartered with building a project based consultancy business across multiple disciplines including hardware / software development, games quality testing, data centers management, and B2B/B2C call center outsourcing.
• Service Delivery Director responsible for leadership of a 3,500 employee organization, development of core business competencies, creating on-going customer-centric strategies, overall execution, and growth of $135M business.

Jan 2002 – Jan 2003 · 1 yr · Spokane, Washington Area

• VP responsible for transformation of a failing $5M B2C project into a high-performance growing concern; rebuilt Client relationship, trust, and company credibility; and created a sustainable operating business model.