Aug 2017 – May 2019 · 1 yr 9 mos · San Francisco Bay Area

Jan 2017 – Aug 2017 · 7 mos · Campbell, CA

• Manage a multi-million dollar portfolio of Tier 1 accounts driving retention and upsell opportunities.
• Lead a team of global customer support representatives providing a superior customer experience. Pro-active management of Knowledge Base, Support Systems, and Process Development. Responsible for hiring, on-boarding, and developing a team of customer support advocates.

Jun 2016 – Jan 2017 · 7 mos · Campbell, CA

• Lead a team of global customer support representatives providing a superior customer experience. Pro-active management of Knowledge Base, Support Systems, and Process Development. Responsible for hiring, on-boarding, and developing a team of customer support advocates.

Dec 2011 – Jan 2015 · 3 yrs 1 mo · San Francisco Bay Area

• Directed $30M in annual revenue for customer success and service delivery. Managed a diverse and global team of over 60 client services professionals. Drove year over year revenue growth. Directed the production of over 7500 events per year, realizing over 99% success rate. Spearheaded operational excellence, SLA compliance, process improvement, customer satisfaction, and user engagement. Collaborated on several key internal and external projects. Introduced a tier-based career development pathway, developing employees and ultimately promoting over 30% of the team into positions of increased responsibility.

Aug 2009 – Nov 2011 · 2 yrs 3 mos · San Francisco Bay Area

• Directed a team of service delivery professionals. Hired, motivated, and developed a diverse team capable of achieving 99% success rate. Launched an office of multi-lingual service delivery professionals located in Singapore. Reduced technical project manager training time by over 35% by implementing a scalable on-boarding program. Implemented best practices across North America, Europe, and Asia-Pacific regions.

Oct 2006 – Jul 2009 · 2 yrs 9 mos · San Francisco Bay Area

• Managed a team of project managers and customer support agents. Developed and implemented a scalable customer support model. Introduced a support organization comprised of junior professionals, enabling project managers more time to work directly with clients rather than performing repetitive tasks. Implemented a self-serve customer portal, providing customers with any-time access to key information.

Jul 2006 – Oct 2006 · 3 mos · San Francisco Bay Area

• Managed a multi-million client portfolio, serving as the primary point of contact for both clients and internal teams. Created and recommended custom out-of-the box solutions to address client’s specific needs. Ensured the continued growth of strategic accounts.

Jan 2001 – Jan 2003 · 2 yrs · San Mateo, CA · On-site

• Lead team of client services individuals focused on delivering custom solutions integrating streaming technologies and CDN services. Concurrently, managing individual account load including high profile projects for Fortune 500 clients.