CDCrash D
@crashd
Experienced VP of Customer Success & Operations with a focus on driving products to scale revenue!
United StatesWhat I'm looking for
I am an experienced VP of Customer Success & Operations with a proven track record of driving efficiency and achieving customer satisfaction. In my previous role at CertifyOS, I grew the customer success team from 0 to 15, implementing processes that resulted in a CSAT score of 90% within 60 days. I also established core SOPs that increased overall efficiency by 60% at Clash Royale, and implemented a client tiering system that improved client retention by 35% at RealEyes AI.
At Nifty's Inc, I achieved a 90% success rate in client acquisition and improved customer journey satisfaction by 40% through key customer interactions. I also led the successful development and launch of multiple new features for the website and product. As VP of Client Success at Warner Bros. Entertainment, I increased efficiency by 300% for the Othena mobile app and streamlined the in-person experience at Superpods. Additionally, at RealEyes AI, I built and led a team of over 50 employees and achieved revenue growth of 10% and margin growth of 12%.
Throughout my career, I have demonstrated strong business acumen, strategic planning, and the ability to optimize business models. I have a Master's of Science in Business from the University of Southern California and have been invited as a keynote speaker at international NFT professional conferences. I am passionate about leading teams, building relationships, and driving success for both clients and the company.
Experience
VP, Client Success
Warner Bros. Entertainment
Increased efficiency by 300% for the Othena mobile app focusing on vaccinating patients. Managed the QA team & processes. Streamlined the in-person experience at the Superpods by addressing app issues with Dev Team and implementing immediate solutions.
VP, Customer Success
CertifyOS
Grew CS team from 0 to 15, implementing processes to achieve a CSAT score of 90% within 60 days. Implemented training program, improved response times by 50%. Established core SOPs resulting in an overall efficiency increase of 60%.
VP, Customer Success
Nifty's Inc
Achieved 90% success rate in client acquisition. Customer journey satisfaction improved by 40%. Integrated successful development and launch of multiple new features for website and product.
VP, Customer Success
RealEyes AI
Built and led a team of over 50 employees. Accomplished revenue growth by 10%, margin growth of 12%. Optimized business models of 3 product lines resulting in higher revenue.
Director, User Experience
Created multiple solutions to improve current SOPs and implemented new strategies. Assisted with new creative aspects of live experiences on campus. Handled operations of Daydream execution on site daily.
VP, Client Success
Drive Entertainment [Media & Talent Agency]
Increased relationships & experiential KPIs. Managed operations of experiential campaigns involving millions of attendees. Increased revenue and executed over 75 monthly experiential campaigns.
Marketing Manager
Drive Entertainment [Media & Talent Agency]
Managed experiential locations in multiple cities. Coordinated annual experiential campaigns and oversaw marketing campaign, team placement, and footprint installation. Managed budget of $1M.
Community Talent & Operations Manager
Drive Entertainment [Media & Talent Agency]
Oversaw monthly experiential campaigns. Led call center operations and managed a team of call center reps, supervisors, and junior ops managers. Executed a total of 18 community experiential campaigns annually.
Tech stack
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