May 2018 – Jan 2019 · 8 mos · Austin, Texas Metropolitan Area

• Senior leader overseeing Account Management, Onboarding, and Inbound Call Center client services teams totaling ~50 employees, driving operational excellence and client retention across diverse service channels.
• Served as Interim Product Manager for Salesforce development and internal tools teams, leading Agile development and sprint planning to deliver enhancements that improved internal workflows and data accuracy.
• Project managed complex CRM transition from Salesforce to a proprietary internal system, ensuring seamless data migration, user adoption, and minimal disruption to client-facing operations.
• Strategically optimized client services headcount and resource allocation in response to fluctuating sales volumes and shifting business strategies, balancing efficiency with quality of service.
• Designed and implemented a comprehensive new hire training program, including custom content development, assessment quizzes, and structured onboarding pathways to accelerate team readiness and performance.
• Mentored and developed five individual contributors into frontline and mid-level management roles, strengthening leadership bench strength and succession planning.
• Led testing and coordination of multi-channel strategies—including additional client touchpoints, call script enhancements, targeted email marketing, and client feedback surveys—to improve CSAT, NPS, call center KPIs, and overall client retention.
• Acted as a key liaison between Client Services and cross-functional teams including Sales, Product, and Marketing to align customer experience initiatives with broader company goals.

Feb 2017 – May 2018 · 1 yr 3 mos · Austin, Texas Metropolitan Area

• Managed a client services organization containing 4 supervisors and over 50 individuals across four different international offices
• Primary point of contact for client services to merge Yodle and Web.com’s PPC/Organic/Website flagship products
• Transitioned a pooled support service model to a dedicated account management support model
• Implemented new bonus structures, onboarding procedures, Salesforce/Service Could analytics, and more to support the account management teams who managed PCC campaigns and websites for small to medium sized businesses
• Implemented changes to improve CSAT, all call center metrics, and client retention
• Selected to attend President’s Club as the top manager for client services and received the ‘Big Hitter’ award which is awarded to the top client services employee

Nov 2015 – Feb 2017 · 1 yr 3 mos · Austin, Texas Metropolitan Area

• Manage two client-facing teams (Dedicated Platinum Support & Email Customer Support) with approx. 20 total individuals
• Develop strategies to streamline team best practices and improve client experience
• Promoted to this position 6 months after starting with the company

Aug 2015 – Nov 2015 · 3 mos · Austin, Texas Metropolitan Area

• Part of a team of dedicated consultants that manages all post-sale stages of the client life cycle for clients with the largest monthly revenue
• Promoted to this position within 3 months of starting at Yodle
• Manage monthly book of business to collect target revenue
• Consult clients on best practices with Yodle software
• Selected to be a part of a Leadership Series for the client services department designed to prepare individuals for leadership positions within the company

Apr 2015 – Aug 2015 · 4 mos · Austin, Texas Metropolitan Area

• Find solutions by phone for small businesses to retain them as a client
• Promoted to Tier 1 within two months of starting (approx. 8/30 agents are Tier 1)
• First full month was the only agent to average 8+ accounts a day with over 55% revenue retention. (183 accounts, 61.3%) Goal is to close 8 accounts/day and preserve 55% of revenue

Aug 2013 – Apr 2015 · 1 yr 8 mos · austin, texas area

• Provide marketing, public relations, and social media related software solutions for businesses across the United States and Canada.
• Advise C-Suite level executives on social media strategies, industry trends, and public relations analytics for businesses of varying size on a daily basis
• Design branded newsletters, newsfeeds, and press releases for multiple brands
• Prospect companies and cold call leads from all industries.
• Compete with over 80 other sales consultants in an unprotected sales territory

Mar 2013 – Aug 2013 · 5 mos · Austin, Texas Area

• Provide solutions to businesses including, compliance, payroll, health benefits, workers compensation, retirement planning, and human resources
• Completed in depth 6 week training program for B2B sales
• Manage relationships with current clients, business bankers, and accountants
• Prospect new business on foot, through COIs, internet based, and telephone
• 100% of quota

Mar 2012 – Mar 2013 · 1 yr · Fort Worth

• Brainstorm and implement marketing campaigns both through social pages as well as print, email, Google AdWords, and Adroll campaigns
• Research and identify possible marketing avenues such as event sponsorship, online banner ads, and new email lists
• Conduct in depth competitive analyses for presentation to the company
• Convert website to new platform in order to have a more user friendly, and search engine optimized site

May 2011 – Aug 2011 · 3 mos

• Sold print, online, and mobile advertising accounts to local businesses in the Fort Worth area for the TCU Purple Planner
• Attended the Sales Foundations Academy, a week-long sales training; to learn a variety of sales techniques and approaches
• Finished 10th out of 33 representatives in the Lone Star region with sales of $13,025

Jun 2010 – Jul 2010 · 1 mo

• Administered basic physical therapy treatments to patients recovering from surgery or injury
• Assisted patients with treatments and exercises
• Completed administrative paperwork and daily duties

Jan 2010 – May 2013 · 3 yrs 4 mos · Dallas-Fort Worth Metroplex

• Persuade alumni and parents over the phone to participate in the annual fund by making donations of varying amounts by credit card or through pledge card. Individually raised over $50,000.
• Create a 5-day training program for new callers on the basics of calling and inside sales
• Lead marketing events and manage facebook page in order to encourage potential new employees to apply
• Manage 70+ employees and encourage proper calling technique. Supervise raising over $1,300,000