PROFESSIONAL SUMMARY
Client-focused technology and operations leader with experience across enterprise organizations and growing businesses. Skilled at leading cross-functional teams, managing complex implementations, improving service delivery, and translating technical concepts into clear business outcomes. Brings a practical, customer-first approach to product delivery, project management, stakeholder alignment, and process improvement.
PROFESSIONAL EXPERIENCE
| Six Flags / Cedar Fair | Orlando, FL (remote) | |
| Senior Manager – Product Delivery | 2022 – Present |
Lead a team of nine supporting online ticketing and point-of-sale operations across more than 27 theme parks and attractions, processing over five million tickets and more than $1 billion in annual transactions.
- Set portfolio strategy and governance for digital, mobile, and on-site commerce across 27 parks and six waterparks, partnering with product and content teams to deliver business priorities.
- Helped consolidate two legacy ticketing systems into a unified technology stack.
- Prioritized and delivered initiatives from concept through launch, aligning investment decisions with business value and return on investment.
- Coordinated stakeholder engagement, business relationships, and quality-assurance governance for cross-functional technology releases.
- Guided enhancement, promotion, and pricing initiatives using financial and ROI analysis to support conversion and business value.
- Act as a liaison between multiple third-party partners for continued success and delivery of services.
| OneRail | Orlando, FL | |
| Director of Implementation | 2022 – 2022 |
Led the team responsible for implementing and deploying OneRail’s final-mile delivery solution.
- Managed and coached a growing team of seven or more Implementation Managers, supporting daily execution and professional development.
- Standardized the implementation process with tracking systems, documentation, and tools that improved consistency and knowledge transfer.
- Served as an escalation point for Implementation Managers and clients to resolve issues and keep deployments on track.
| Implementation Manager | 2021 – 2022 |
Managed client onboarding and implementation for OneRail, guiding customers through deployment and serving as a trusted solution advisor.
- Led implementation for a Fortune 500 client, modernizing the last mile delivery process that had been in place for more than a century.
- Identified a creative use of existing product functionality to keep an implementation on schedule and protect its go-live date.
- Advised clients on process changes, offering practical recommendations and serving as a trusted implementation partner.
| Civix | Lake Mary, FL | |
| Client Success Manager | 2020 – 2021 |
Supported state and local government clients in the GovTech sector, helping maintain reliable SaaS services for their constituents.
- Supported implementation and rollout of a new ticketing workflow integrating monday.com and Zendesk to improve the handling of client requests and issues.
- Coordinated forecasts and workflow updates with development teams to support timely delivery and keep clients and leadership informed.
- Led client-engagement efforts focused on increasing product value, strengthening relationships, and supporting long-term retention.
- Delivered client training and business reviews to communicate Civix services, capabilities, and updates.
| accesso | Lake Mary, FL | |
| Client Services Manager | 2017 – 2020 |
Managed day-to-day relationships for a client portfolio representing more than $6 million in annual revenue.
- Advocated for clients by communicating evolving needs, trends, expectations, and satisfaction while proactively sharing relevant service updates.
- Led client training sessions at an annual conference as a subject-matter expert across multiple topics.
- Managed client- and business-initiated projects, coordinating deliverables to meet agreed timelines and requirements.
- Coordinated a new client’s platform implementation, completing the rollout in a record timeframe.
| accesso | Lake Mary, FL | |
| Client Solutions Specialist | 2015 – 2017 |
Served as a platform subject-matter expert for clients and internal colleagues across a diverse client base.
- Configured, administered, and tested new products and functionality across multiple sales platforms.
- Maintained a greater-than-99% success rate for resolving client tickets within service-level agreement timeframes.
- Diagnosed and resolved client service issues and technical problems.
- Helped introduce policies and procedures that improved training efficiency and client communication.
| The Battery Bank | Orlando, FL | |
| Inside Sales Manager | 2009 – 2015 |
Modernized the eCommerce platform while coordinating day-to-day B2B sales operations, contributing to record sales.
- Coordinated the launch of the Amazon storefront, processed orders, and maintained product inventory on Amazon.com.
- Designed, built, and launched batterybankbusiness.com, makitatoolbatteries.com, and ridgidbatteries.com.
- Provided internal support for servers, backend systems, hardware, and software.
- Supported purchasing and special projects spanning marketing, promotions, and interviews.
| Timberwolf Organics | Orlando, FL | |
| Inside Sales Manager | 2007 – 2009 |
Coordinated sales and customer support for a holistic pet food company, developing deep product and industry knowledge and establishing consistent operating practices.
- Coordinated picking and shipping with outside vendors for more than 1,000 retail orders per month.
- Processed and coordinated distributor orders valued at more than $50,000 each.
- Represented the company at industry trade shows.
| Internet Junction | Tampa, FL | |
| Operations Manager | 2005 – 2007 |
| Technical Support and Sales | 1996 – 2005 |
- Handled escalated support calls and determined appropriate resolutions.
- Helped maintain short support-queue times and strong customer satisfaction.
- Helped establish an on-site computer service department and performed computer repairs, maintenance, and setup.
EDUCATION
| University of Central Florida | Orlando, FL | |
| Bachelor of Arts in History, Minor in Criminal Justice | 2004 |
Member, National Society of Collegiate Scholars