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Education
Expected in 09/2024Master of Science | Data Science Harvard Extension School , Online, GPA:
Expected in 2016Bachelor of Science | Operations Research and Information EngineeringCornell University, Ithaca, NYGPA:
Work History
03/2021 to CurrentCustomer Success Account ManagerMicrosoft Corporation | Des Moines, IA,
• Leading 30+ engineering, product, and sales team members across Microsoft's business units to deliver a connected customer support experience to $5M of Microsoft's Capital Market accounts in Financial Services.
• Collaborating with customer executives to understand transformation goals, then developing and delivering product support projects to ensure successful adoption of Microsoft investments across Azure, D365, and M365 solutions leading their digital transformation
• Managing catastrophic/critical level technical escalations to drive customer issues to resolution.
• Capital Markets Renewals Lead
08/2019 to CurrentCompliance and Risk Data Specialist Adobe Systems Incorporated | Hillsboro, OR,
Maintain relationship with DSP (Delivery Service Partners) earning trust and conducting multiple DSP Transportation Compliance audits per week that determine DSP compensation, identifying areas of improvement, and hosting weekly office hours to improve and upkeep relationship with DSPS as they are first time business owners
Used a data-driven approach to share DSP Audit Score insights, DSP Compensation Analysis, and Quality Scores to determine areas of risk, increase efficiency in auditor workflow, and identify new growth opportunities for customers (DSP)
Drove 5% DSP Audit Score Improvement for new and current DSPs by conducting gap analysis by realigning scoring structure (Average 88% score to 93%)
Standardized and wrote communications documents to be used for US team
Collaborated with technical team to develop automated internal tool to complete Audits with 80% more efficiency than with Excel
Developed process for conducting checks to ensure all hazard pay bonuses are paid to DSP drivers/ employees (500 DSPs and their employees and growing)
Own compliance validation process for new DSP launches and onboarding processes, determining if DSPs are ready for launch
Launched and developed specifications for Rural Delivery Service Provider (HUB) Program and built processes to onboard new DSPs using 50% less manual actions
Developed specifications E-Bike Delivery Program and developed specifications and processes for compliance data ingestion for May 2021 Launch
Developed standardized process to outline growth opportunities for DSPs to have more involvement with Amazon in collaboration with business team
Spearheaded new hire training training program by creating training videos and interactive training documents, reducing onboarding time for new hires in North America Region from 4 weeks to 2 weeks
Trained and mentored offshore analysts (India) on analytics to improve quality of reporting by decreasing defects by 12%
04/2018 to 08/2019Technical Account ManagerAdobe Systems Incorporated | Lyon, MS,
Analyzed performance metrics to effectively negotiate contract terms and renewals while strategizing revenue-generating sales for publishers' releases
Provided comprehensive analysis and recommended new strategies to publishers regarding Kindle Unlimited
Increased sales engineering effectiveness by identifying short-term and long-range issues in promotion data that was manually entered during 2017-2019
Engaged in tool and process improvements to streamline customer success activities and services by working with offshore and internal teams in order to restructure responsibilities (such as manually inputting data, system audits, and internal database organization) to create a 50% increase in efficiency for US TAMs (saving 80+ hours in one instance)
Intensive use of SQL in combination with Amazon tools to ensure smooth internal operations and hit hard deadlines for client and customer needs
Increased employee satisfaction and retention rates by managing a project to transfer Amazon’s existing application system to map and showcase professional growth and training opportunities
Provided gap analysis in the 5 year transition of acquired start up Comixology to Amazon Kindle to create seamless experience for not only customers, but publishers alike
07/2016 to 03/2018Technical Account ManagerMicrosoft | City, STATE,
Directly responsible for the overall growth, quality, and satisfaction of the customer's relationship with Microsoft Enterprise Support.
Orchestrated campaigns to increase sales and consumption of strategic Microsoft technologies such as Azure, M365 and Dynamics 365 by leveraging Account Team Units, Specialist Technology Units and engineering to help lead customers in the Oil and Gas Industry on digital transformation journey
Implemented up-selling strategies to oil and gas industry stakeholders by focusing on live demonstrations enabling IT to improve the business by serving as change agent to advocate and the case for transformation
Created program to identify and pursue support service growth opportunities, identifying areas of improvement for team
Drove team revenue by 10% by hosting weekly reviews of team target dashboards
Generated a 15% rate in account growth by improving the support ticket case management to increase sales.
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