At Cavers and Stokes, I built the operational infrastructure from scratch, including the core tech stack and SOPs for repeatable workflows. I also ran B2B outbound strategy and supported service delivery through onboarding design and team mentorship.
At Payworks, I led hiring, onboarding, and coaching for a support pod of 10–12 reps, maintaining 87% team retention. I also managed scheduling and escalations, authored SOPs for platform rollouts, and handled a portfolio of up to 315 corporate client accounts.
At Avanti Software Inc., I managed national ticket distribution and workflow routing while maintaining a 92% SLA score. I partnered with leadership and engineering on enterprise issues and advised client admins and support teams on payroll and software best practices.
