Co-Founder at The Repair App (2025-03 – Present)
- Built the full onboarding and enablement function for a two-sided marketplace from scratch: onboarding workflows, training materials, service guides, FAQs, and user journey documentation.
- Designed UX flows and funnel architecture for the platform's core request experience, working directly with developers through testing and iteration.
- Identified, mapped, and approached thousands of repair businesses for supply-side acquisition, building and running the outreach and onboarding pipeline end to end.
Freelance AI Training Specialist at Independent Contractor (2024-01 – Present)
- Evaluate AI model outputs for quality, accuracy, and adherence to best practices across a range of project types and subject areas.
- Write and test prompts, document issues and edge cases, and provide structured feedback used to improve model performance.
- Review the work of other contributors and apply consistent quality standards across submissions.
Senior Account Executive at Customer Management Practice (2021-09 – 2023-10)
- Served as primary point of contact for a mixed SMB and Enterprise client portfolio, from onboarding kickoff through adoption and ongoing support.
- Standardized client communication and onboarding workflows in the CRM, reducing friction and improving consistency across the client lifecycle.
- Ran structured business reviews to assess client health, surface adoption gaps, and recommend improvements.
- Became the informal resource for new team members on CRM usage and account management workflows.
Director of Strategic Partnerships at GDS Group (2018-09 – 2020-03)
- Managed the full client lifecycle for event sponsorship accounts, from kickoff through post-event review, achieving 100% retention across managed accounts.
- Onboarded and mentored new hires on company systems, culture, and expectations, providing structured guidance through their first 90 days.
- Coached new team members on skill development, goal-setting, and performance improvement.
Client Onboarding & Success Manager at Unpakt (2015-09 – 2018-09)
- Owned onboarding and ongoing support for 600+ accounts on a marketplace platform, from signed agreement through active, adopted user.
- Built and delivered a full client training curriculum: onboarding plans, live workshops, on-demand webinars, and reference documentation.
- Designed and led education sessions teaching clients a pricing model that was new to most of the industry, turning a complex concept into practical, step-by-step training that drove adoption.
- Identified platform gaps through structured client feedback loops and worked directly with developers on UX improvements and fixes.
Inbound Leads / Call Center Manager at FlatRate Moving (2011-05 – 2015-09)
- Wrote the training manual and designed the full new-hire onboarding program for support and sales staff, including modules, knowledge assessments, and skills workshops.
- Managed a 10-12 person contact center day to day, providing ongoing coaching, performance feedback, and development to each direct report.
- Promoted from representative to supervisor to manager in under two years, taking on full ownership of hiring, onboarding, and team management.
- Drove 10-20% YOY improvement across team metrics: 95% customer satisfaction, a 20% increase in qualified leads, and a 15% reduction in lead qualification time.
