Short Bio:
Mobile and Software-as-a-Service (SaaS) professional services and customer support leader with over 15 years’ experience building global multi-tiered and multi-channel support teams to successfully launch and optimize customer satisfaction for web-based and mobile products. Expert in leading both in-house and outsourced customer support groups for large-scale online businesses. Program management expertise honed as an Air Force officer led to executive roles at AOL establishing e-commerce product roadmaps and managing consumer and enterprise IT product launches. Developed onsite and offshore customer care teams responsible for over 50 domestic and international web applications. Established metrics-driven customer care and technical operations teams to launch and grow $50M businesses at AOL. Most recently led profitable development of SEVEN Networks’ Global Customer Support Team, and optimized processes and operational stability to maximize service availability and customer retention for over eight million subscriber accounts and enterprise partners. Developed and managed new services line of business responsible for additional recurring revenue streams helping drive exponential subscriber and revenue growth.
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