San Francisco, CA


[ summary ]

Over 10 years of proven success in identifying opportunities to drive efficiencies through the optimization of department processes while coordinating work assignments and territories, motivating team members, and supervising staff at B2B focused services of Web 2.0 and New Media companies by maintaining an emphasis on both internal and external customer satisfaction while establishing and evaluating department policies and operational procedures in workforce analyst and performance management capacities.
  • Quickly identifies meaningful relevant patterns by manipulating, analyzing, and validating spreadsheet or CRM system data to uncover and resolve integrity issues. 
  • Considers issues strategically from a business perspective in an effort to achieve targeted and measurable results. 
  • Examines complex situations and develops innovative, effective, and repeatable processes to simplify them. 

[ strengths ]

CRM: Enterprise Salesforce Administrator level access for managing 70+ users, creating and maintaining custom objects and fields, handling bulk data migration, maintaining page layouts, and installing applications from the App-Exchange. Imported, de-duplicated/merged, converted, and cleaned-up leads, contacts, accounts, and campaigns. Configured dashboards, created custom reports of performance metrics, and customized profile specific view screens.

DESKTOP SUPPORT: Experienced with performing extensive technical support, general trouble shooting of software and hardware failures, and identifying network problems when related to work station configurations including hardware installations, registry repairs, software configuration changes, and regular maintenance in Microsoft Windows environments.

MICROSOFT OFFICE: Expert level, advanced knowledge of efficient methods for using functions of Microsoft Word, Excel, Outlook, and PowerPoint applications, including the writing, utilization, and testing of macros to increase productivity; arranging data using pivot tables, advanced complex formulas for cell reference, vlookup, concatenate functionality, and if/then statements.

DESIGN: Skilled with Adobe design applications including Photoshop, Illustrator, and Acrobat. Created personal websites and has active membership with various graphic, font, and photography services used for project inspirations and mastering design skills.

BUSINESS DEVELOPMENT: Knowledgeable in the principles and processes for providing customer service, including needs assessment, meeting quality standards, and evaluation of customer satisfaction; adept at developing and deploying effective service delivery, call center, and quality control strategies. Experienced in supporting sales efforts by performing competitive research, lead generation, lead nurturing, and management of the revenue cycle, and sales pipeline.

ONLINE MARKETING: Maintains active independent relationships with affiliate marketing services as a publisher. Familiar with current web technologies, web services, and enterprise software as well as interactive dashboards used by online publishers, advertisers, and in e-commerce to analyze key metrics, optimize campaigns, and develop solutions to reduce barriers and increase conversion rates.

[ highlights ]

A provider of innovative global transportation and logistics solutions for a broad range of corporate, private, and government clients in the Automotive, Maritime, Relocation, Transportation, and Logistics industries.

08.2010 - 12.2010
[ IT services | database management ]

Contracted through Robert Half Technology, Inc to provide system administration on a customized Salesforce CRM platform with 70 end-users and 10,000+ contacts. Performed mass imports, record updates, and data manipulations. Developed customized list views, reports, and dashboards; set-up account hierarchies. Supported corporate marketing activities including campaign creation and mailing list generation; worked directly with print and postal vendor.

      • Successfully uncovered major data integrity issues; resolved undeliverable bulk-mail rate address issues causing unnecessary expense.
      • Utilized macros, the Apex Data-Loader, and Data Utilities to manage and complete a thorough system cleanup.
      • Identified, evaluated, and integrated additional cost effective procedures to maximize efficiencies between global departments with their long standing established off-line methods of operation.
      • Managed global projects that improved data quality, consistency, and reduced the cost of data operations.

A start-up company that manages $650 million in paid search advertising annually and bidding for 100+ million keywords through their enterprise-class SaaS application the "Marin Search Marketer" - used to analyze, manage, and optimize large-scale SEM campaigns by companies with a minimum online marketing spend of $100k per month on PPC across Google, Yahoo, and Bing.

08.2008 - 09.2009
[ lead generation | sales support | b2b marketing ]

Coordinated sales development efforts of 5 Research Associates responsible for conducting strategic investigation of prospective customers for the Inside Sales Team Utilized online resources, including KeywordSpy, Nielsen, Internet Retailer, iSpionage, TheSearchMonitor, and iPerceptions:WASP, to identify appropriate contacts responsible for managing potential clients’ keyword bidding.

      • Determined best practices to resolve dashboard and data reporting issues after researching and identifying application solutions, enhancements, and system integrations in a Administrator capacity.
      • Introduced new resources and methods of investigation for analyzing existing paid search advertising of prospects; protocol became instrumental in qualifying leads.

A lead generation and performance-based online marketing company with a national network of 17,000+ service providers who receive inquiries relating to real estate services or an upcoming car purchase under the independently sold and managed brands of,,,, and   (IPO:2010)

06.2005 - 06.2007
[ call center manager | workforce analyst | staff sourcer + supervisor ]

Created, developed, and managed the Quality Control Team tasked with processing the company's products before being delivered to subscribing customers. Hired, supervised, and scheduled 15 non-exempt full-time employees to maintain 365 day, 24x7 coverage in screening requests, verifying contact information, and confirming interest for follow-up information. Reported on performance metrics and all aspects of forecasting, and KPI analysis, including preparation for predictions of volume and staffing.

      • Multiplied revenues, achieving major improvements in speed and accuracy, by implementing new department validation procedures and scripts used for screening referral requests and verifying consumer contact information.
      • Recruited, trained, and managed a nationwide team of 20+ long-term independent contractors to work remotely as business needs dictated. Reduced operating expenses, automating the lead review process, by integrating a 3rd party data verification provider TARGUSInfo.
      • Implemented an inspection process to track discovered XML data issues from outsourced lead providers and evaluated issues related to product quality.
      • Instituted bonus plans and incentive schemes to motivate team members.

06.2003 - 06.2005
[ client services | customer service | support operations ]

Coordinated customer support activities and served as the primary client contact and escalation point for the company’s automotive web services programs. Processed monthly billings and oversaw retention efforts; reviewed and approved suspensions of delinquent accounts. Created action plans to improve service delivery based on metrics, data analysis, and customer feedback.

      • Defined the processes for contact handling and service requests, drafted all customer communication templates (web copy, emails, and debt collection letters) and created a customer service reference book.
      • Independently identified a 3-year-old database issue that was failing to report over $870,000 in generated revenue; successfully collected over 60% of those past due balances that had not been properly invoiced.
      • Increased ROI by reducing losses caused by wasteful practices by implementing an improved protocol for managing member accounts.
      • Developed strategies to drive efficient operations by creating and implementing an audit process to determine and resolve service standard compliance issues.

[ education ]

08.1991 - 05.1996 
[ bachelor of arts | school of communication ] 

Theory and research of leadership communication. Organizational communication systems and strategies, including problems in organizational communication structures. Quantitative research methods in communication, including construction and analysis of surveys and experiments. Communication principles in professional settings, including interviewing, meeting management, and technical and non-technical oral presentations. 

05.1995 - 05.1996 
Oversaw all leased and operated facilities; including the student union, recreation center, arena, and childcare centers. Managed and revised the recruitment and selection of student government boards and committees. Participated in the selection, supervision, and performance review of paid staff. Reviewed and approved Associated Students $14 million operating budget. Coordinated and facilitated retreats, events,  and weekly committee meetings. Elected in a campus wide general election during the Spring 1995 semester with enrollment officially reported at 26,800 FTE students.