Jul 2016 – Present · 9 yrs 8 mos · Kirkland, WA

• Educational Company for Managers

Feb 2011 – Jan 2012 · 11 mos · Greater Seattle Area

• Drove $2M incremental weekly revenue through data mining terabytes of advertiser transactions
• Created comprehensive strategy and accountabilities for internal and external sales channels
• Oversaw formation of a customer advisory board, including monthly roundtables, webinars, and surveys

Feb 2010 – Feb 2011 · 1 yr · Greater Seattle Area

• Implemented successful transition of 7,000 premium accounts from Microsoft to Yahoo! and 50,000 standard accounts from Yahoo! to Microsoft
• Supervised customer engagement and marketing programs to prepare, migrate, and optimize customers
• Setup and ran governance structure for managing the joint venture across all sales, service, technical, and business teams

Aug 2007 – Feb 2010 · 2 yrs 6 mos · Greater Seattle Area

• Accountable for team of 14 Team Managers & 100+ Search Account Managers who serviced 500 strategic search advertisers, resulting in $300M+ revenue a year
• Unified two distinct account management roles into a single role, thereby doubling morale while improving customer satisfaction scores
• Sponsored cultural change that shifted engagements from reporting to storytelling through insights
• Crafted proactive planning engagement model to drive increased employee and customer satisfaction
• Participated in Microsoft’s High Potential program

May 2005 – Aug 2007 · 2 yrs 3 mos · Greater Seattle Area

• Managed team of 9 Search Marketing Analysts with 94% positive manager score
• Completed green belt six sigma project, increasing revenue $1M through accelerated customer sign ups
• Led team that designed, implemented, and compiled insights on time tracking, resulting in significant shifts in business priorities

May 2004 – May 2005 · 1 yr · Washington DC-Baltimore Area

• Recognized lost ad revenue opportunities of $25,000 per month using search referrals
• Performed due diligence on a multimillion dollar acquisition, resulting in reduced payout for target firm
• Identified paid search marketing opportunities for Discovery Health Network and implemented a Google AdWords campaign which generated an additional 182,000 page views per month
• Wrote and presented best practices guide for organic search marketing after researching current industry

Aug 2002 – Aug 2003 · 1 yr

• Identified root cause issue, fix agents, and financial impacts for 20 daily incidents related to Sprint PCS continuous stream conversion of customers from Convergys legacy system to Amdocs billing system.
• Managed six developers to provide API (Application Programming Interface) support to seven customer support systems during all phases of testing and production.
• Led six person triage team to provide on-site techinal support for complete billing system testing performed by Sprint’s 60 person group.
• Designed APIs for missed customer care functional requirments for seven customer support systems.

Mar 2000 – Aug 2002 · 2 yrs 5 mos

• Oversaw team of five developers in new development and support of two Powerbuilder fraud applications.
• Executed all phases of fraud detection and investigation systems for Cingular, SBC, Deutsche Telekom, ATL (Brazil), CP Orange (Thailand), Codetel (Dominica Republic), and Cellcom (Israel).
• Presented in executive-level sales meetings for domestic and international clients.
• Produced functional design documents for implementing all design changes of online interface.
• Completed on site implementation of fraud systems for all seven clients.
• Created and performed training for managers, analysts, and investigators worldwide.
• Advised and instructed new, Cypriot development center on telecommunication fraud industry, CMM (Capability Maturity Model), and technical design for four months.

Mar 1999 – Mar 2000 · 1 yr

• Headed four person team to provide daily support to Fairfax County for testing of personal property tax application.
• Initiated and led the daily meeting with different levels of client and company management to provide status updates for the testing and implementation process.
• Administered defect tracking process with several hundred issues recorded and tracked each month.

Jul 1998 – Mar 1999 · 8 mos

• Developed a vehicle tracking and valuation module for one million vehicles in the county using N-tier architecture in PowerBuilder.
• Performed quality assurance tests on conversion data to look for outliers in accounting entries.