EXPERIENCE

Overview

 Over 16+ years' success leading the next generation of innovation for high-growth organizations. Provided a wide breadth of technical expertise, product knowledge, and executive leadership; outstanding record for aligning strategic business objectives with established and emerging technologies in order to achieve maximum operational impacts.  

Highlights of Expertise

• Strategic Planning, Budgeting, & Operations
• Vendor Management & Partner Relationships
• Product Strategy / Project Management 
• Contract Development / Negotiations
• Full Life Cycle Project Management
• Customer Experience / Lifecycle
• Leadership in Talent Acquisition & Human Capital Management
• Customer Success Strategy Development & Implementation
• Enterprise Software & Cloud Solutions
• Customer Success / Customer Engagement
• Technical Troubleshooting / Support
• Exceeding Service-level Agreements 
• Resource Planning / Staffing 
• Organizational Culture Development & Core Value integration
• Customer Satisfaction Enhancement & Retention

EDUCATION & CREDENTIALS

University of South Florida 

Bachelor Of Science in Management Information Systems 

Miami Dade Community College

Associated of Arts in Business Administration 

Professional Development: Certificate in Product Management and Certificate in Corporate & Product Strategy - University of California Berkeley,  Certification in DAT207x: Analyzing and Visualizing Data with Power BI at edx, ITIL Certified.

Organizations: Founder of International Student Association, Alpha Kappa Psi Alum, Caribbean Cultural Exchange 

Awards: United States Presidential Service, Black Scholars Award, Latin America Caribbean Scholarship, Honors Scholarship

Distinctions: National Dean’s List, Scholastic & Athletic Achievement, Leadership Excellence

Green Irony (Salesforce Partner), Tampa, Florida

VP of People Operations & Delivery (2021 to 2024)

Led operational and delivery enhancements, reducing attrition by 20% and increasing employee satisfaction by 25%. Drove talent acquisition aligned with core values, contributing to a ~15% increase in workforce diversity. Implemented HRIS systems, streamlined processes, and achieved 90% billable utilization. Led a $2 million revenue increase and redesigned compensation structures.

MalwareBytes, Clearwater, Florida

Director, Global Support (2020 to 2021)

Created support metrics and processes that increased CSAT by 10% and decreased response times by 75%. Provided guidance to young leadership and implemented a farm team system, reducing onboarding time by 50%. Led a project to implement an AI Bot, projected to deflect 30% of ticket volumes.

Green Irony, Tampa, Florida

Director of Delivery (2019 to 2020)

Collaborated with leadership to develop operational efficiencies and grew employee sentiment by 10%. Streamlined onboarding and offboarding processes, and implemented a Customer Success team, driving renewal revenue and reducing attrition.

ConnectWise, Tampa, Florida

Senior Director of Service Operations (2017 to 2019)

Managed a $10M budget and led initiatives resulting in $1M+ annual cost savings and a 15% increase in customer satisfaction. Implemented machine learning capabilities and led the launch of a formal Customer Success department.

ConnectWise, Tampa, Florida

Director of Support Services (2015 to 2016) | Senior Manager of Support Services (2010 to 2015)

Launched thought leadership webinars, reduced support lifecycles by 20%, and implemented a chat support system decreasing resolution times by 30 minutes. Developed a proactive premium support program and facilitated customer enablement programs.

ConnectWise, Tampa, Florida

Partner Software Implementation Consultant (2007 to 2010)

Provided technical leadership for customer implementations and mentored implementation consultants. Recognized as a subject matter expert in managed services and third-party integrations.

Additional Experience

Comptroller (2000 to 2005) - University of South Florida, Tampa, Florida