Experience

• 

  University of north carolina at greensboro

  Oct 2001 - Jul 2004

  Taught multiple sections of Acting I, Acting II, and Fundamentals of Acting Responsible for grading assignments, advising undergraduates, and private coaching. Also worked as a teaching assistant in sections of Introduction to Theatre Supervised a staff of ushers, handled patron concerns and handled all theatre operations during University performances Created posters & programs for all University theatre performances

  • Graduate Assistant

    Oct 2002 - Jul 2004

  • Front of House

    Oct 2001 - Oct 2002

  • Publicity Assistant

    Oct 2001 - Oct 2002
• 

  Indiana university of pennsylvania

  Sept 2004 - Dec 2004

  Adjunct professor

  Taught a survey level Introduction to Theatre class

• 

  Nielsen

  Mar 2005 - Feb 2010

  Associate director

  * Digitally collected and refined 40 channels worth of every primetime advertisement from 6 pm - 2 am, 7 days/week with 22 direct reports (including part-timers, full-time salaried managers, and IT professionals) ** Ensured over 98% day-over-day accuracy in that process* Administered proprietary ad detection software to crucially maintain up-time for 365 days/year operation

• 

  Patronmanager

  Oct 2009 - Dec 2017

  Vp, operations

  * Oversaw cross-functional company operations from startup to sale in 8 years, as we grew from 15 to 100 employees* A core member of the senior leadership team** Set business strategy that led to attracting larger clients and increasing average customer value by over 200%* Acted as the Founder/CEO’s Chief of Staff** Developed an emergency stakeholder awareness plan so our CEO knew anything on his desk required his attention** Immediately fixed, or project managed problems that surfaced regardless of department* Hired, coached and led the first iteration of the client service team ** Created the framework for building our operation to scale as the client base went from 0 to 700 organizations** Scaled team from 10-50** Engineered ROI process improvements to more directly impact our most valuable customers* Developed and ran the creation of the Account Management & Retention department** Achieved a renewal rate of more than 97% YOY* Led quarterly coaching reviews with the leadership team focusing on goals, challenges, and improvements* Acted as lead Administrator for our 100 user Salesforce account** Maintained the plumbing of a nearly 15-year-old instance of Salesforce. ** Solved complex business problems (like contract and billing management) through the use of custom objects, workflow, and other processes* Negotiated all partner and vendor contracts including both client and internal Salesforce deals ~500K annual, finding operational efficiencies and cost savings whenever possible* Co-created, co-chaired and produced the annual PatronManager Community Meeting (2013-2018) a three-day client conference in NYC attended by 200+ customers Show less

• 

  Leap event technology

  Jan 2018 - Nov 2019

  Vp, operations & integration

  * Project managed the M&A diligence process for 9 targets from conception to their potential execution* Project managed the “first 100-day integration” plans for 8 new product acquisitions increasing our business to over $45 million in revenue** Integrated over 250 new employees across Canada, Australia, and the US** Facilitated regular strategy meetings to improve product and resource synergy** Hosted a 2 day onsite to frame up how two similar products in the portfolio were going to play nice together--we came out with an outline and a plan* Led cross-functional operational projects--including the creation of a PMO framework for enterprise live-event clients--approaching $1million in revenue each Show less

• 

  Rkgobig

  Feb 2020 - now

  rkGoBig is a Credit Union Service Organization (CUSO) dedicated to facilitating, stabilizing and growing the Credit Union mission. As the Director of Network Operations, I'm leading the effort to scale our shared services along with the network of CU CEO's. Together--we're building out systems and processes to benefit the group without losing the sense of community each Credit Union brings to their cities and towns.

  • Chief Operating Officer

    Dec 2023 - now

  • Director of Network Operations

    Feb 2020 - Dec 2023