Customer Success Manager at Reveal Media (2025-03 – 2026-05)
- Managed end-to-end onboarding and activation programs for customers, conducting kickoff calls, configuring account settings, delivering training, and guiding customers to full platform adoption.
- Handled high volumes of inbound customer requests, balancing urgency with thoroughness to resolve issues, meet SLA expectations, and maintain high customer satisfaction across the portfolio.
- Developed and iterated on customer-facing training materials, policy setup guides, and onboarding documentation to reduce support dependency and improve self-service outcomes.
- Analyzed customer usage data and deployment metrics to identify adoption gaps, surface root causes, and implement scalable process improvements, including outcomes tied to an 86% theft deterrence rate.
- Leveraged AI-based platform capabilities to accelerate customer activation and demonstrate advanced feature value to end users.
- Coordinated cross-functionally across sales, product, and support teams to resolve escalations, capture customer feedback, and improve onboarding workflows.
- Built and maintained detailed deployment roadmaps, milestone trackers, and issue logs, ensuring accountability, transparency, and on-time delivery across multiple concurrent programs.
Consultant – Law Enforcement Oversight & Compliance at Post Event Evaluation LLC (2024-10 – Present)
- Serve as an independent consultant supporting police departments through court-ordered monitoring processes and compliance audits.
- Conduct assessments of policy, training, and technology use to ensure adherence to national and judicial standards.
- Provide written reports and recommendations to oversight bodies and department leadership, outlining actionable steps for improvement in training, supervision, and operational policy.
Director of Training at Principis Group (2024-03 – 2025-01)
- Designed and delivered scalable training programs for law enforcement agencies on technology implementation, evidence management, and compliance, building reusable curriculum and enablement resources.
- Collaborated with agency leadership to identify workflow inefficiencies and implement process improvements that strengthened program accountability and outcomes.
Sergeant & BWC Program Manager at New York City Police Department (2007-01 – 2024-10)
- Led one of the nation's largest public safety technology deployments, 24,000+ devices across 36,000 personnel, managing onboarding, activation, training, and sustained adoption at massive scale.
- Built and maintained SOPs, training documentation, policy frameworks, and compliance reporting used across the full department.
- Designed and delivered role-based training programs for recruits, supervisors, and specialized units, translating complex technical functionality into practical, audience-specific skills.
- Analyzed system usage data, identified recurring issues and adoption gaps, and implemented process improvements that drove compliance and platform effectiveness.
- Coordinated across internal departments, technology vendors, and field units to resolve issues, align schedules, and ensure seamless program delivery.
