Served as the CEO's operational partner, translating strategic vision into execution while leading Finance, HR, IT, Legal, Customer Success, and enterprise operations for a growing business services organization serving SMB clients nationwide with annual revenue over $25 million; responsible for operational performance, budgeting, financial planning, and cross-functional execution across the organization. Leading a global team of more than 150 employees supporting over 1,000 employees worldwide. Key Contributions: • Led the implementation of the Entrepreneurial Operating System (EOS), establishing company-wide accountability, KPI scorecards, and an operating cadence that supported approximately 35% annual revenue growth. • Built executive scorecards, KPI dashboards, and leadership operating cadences that created visibility, accountability, and better decision making across the organization. • Created a structured framework for project execution, process improvement, and operational governance that improved cross-functional collaboration and organizational effectiveness. • Implemented AI-enabled automation and technology initiatives that improved operational efficiency, increased organizational visibility, and allowed teams to focus on higher-value work. • Directed strategic planning efforts, including annual and five-year business plans, establishing measurable milestones and accountability mechanisms. • Supported customer acquisition and retention initiatives through collaboration across operations, marketing, and customer success functions. • Developed leadership teams and operating structures that improved accountability, strengthened collaboration, and supported sustainable organizational growth.

Led operations for a high-growth start-up offering outsourced managed services, including SaaS enrollment platform, customer support, sales, and marketing solutions. Oversaw rapid scaling, process improvements, and cost reduction during an accelerated expansion phase. Key Contributions: • Served as the operational counterpart to the CEO, building the systems, processes, and leadership accountability needed to support rapid organizational growth. • Reduced operating expenses by 30% while increasing sales throughput by 75%. • Improved customer support performance by 15% through workflow redesign and operational improvements.

Led Customer Success, account management, and post-sales operations for a predictive analytics and AI driven SaaS platform serving utilities and energy providers. Key Contributions: • Built and led the Customer Success organization responsible for customer retention, adoption, expansion, and lifecycle management. • Partnered with product and technology teams to incorporate customer feedback into AI-enabled platform enhancements and new solution development. • Played a leadership role in securing a $20 million Series B investment by helping articulate the company's customer growth, retention, and operational scalability strategy to prospective investors.

Led operations, customer experience, sales support, marketing, program management, and back-office functions across North America with annual revenue over $500 million. Key Contributions: • Directed operations supporting more than 105 markets across 19 states and 2 Canadian provinces. • Improved customer satisfaction metrics by 20% while expanding sales channels through direct sales, telemarketing, affinity partnerships, and events. • Developed market prioritization and performance measurement systems that increased profitability by 10%. • Led business development initiatives and strategic partnerships that supported growth and market expansion. • Provided operational performance updates to the Board of Directors and led operational due diligence activities during the successful sale of the business to NRG.

Led customer operations across more than 10 retail energy subsidiaries, overseeing teams exceeding 1,000 employees across sales operations, customer support, retention, credit and collections, operational analytics, process improvement, product management, and supply chain functions. Key Contributions: • Led operational integration of Green Mountain Energy customer operations, improving service levels by 10% while reducing annual operating costs by more than $10 million. • Directed customer operations across 10+ subsidiaries, overseeing teams exceeding 1,000 employees and supporting millions of customer interactions annually across a multi-billion-dollar retail energy business. • Created and led a continuous improvement organization that delivered more than $40 million in savings and new revenue opportunities while improving operational effectiveness across the organization. • Directed key aspects of multiple acquisition integrations, including sales, customer support, operational processes, and technology integration activities. • Developed KPI-driven management systems and performance reporting frameworks used to improve operational effectiveness across the organization. • Presented operational performance, integration progress, SOX compliance, and PCI initiatives to executive leadership and board committees. Earlier Roles at NRG Senior Director, Texas Customer Operations (2010 – 2012) Director, Customer Care Operations (2007 – 2010)

Project Management Professional PMP

PMI

Black Belt Six Sigma

Dell