Experience

Tableau Software

Senior Resource Manager

2020 - 2023

Schedule and coordinate with +50 partner members to obtain skilled resources for technical Professional Services engagements across multiple lines of business.  Served as contact for onboarding, contract, delivery, and invoicing issues. Coordinate closely with Delivery, Engagement, Project Managers, and Account Managers to formalize schedules for maximized revenue.

• Integral in developing and driving the adoption of a strategic partner program with over 100+partners.

• Revamped, realigned, and scaled the internal and partner services team’s skills matrix to align with business needs.

• Aligned end to end staffing process during post-acquisition integration of Tableau and Salesforce teams.

Resource Manager

2017 - 2020

Schedule and coordinate 40+ staff consultants and partner organizations for over 200 incoming customer engagements a month. Analyze and forecast consultant capacity and skills needs.

• Scaled engagement scheduling over a 100% increase in staff within two years.

• Averted potential $100k in lost services revenue monthly by identifying gaps in staff skills for near-term product roadmap features.

• Introduced partner onboarding process to all operations team members in support of onboarding resulting in a 50% increase in partners onboarded.

• Saved an average of one hour of each Resource Manager's time per scheduled engagement with new operations procedures globally adopted for resource scheduling.

• Designed and implemented the organization’s first skills matrix.

Resource Specialist

2016 - 2017

Coordinated and Scheduled Professional Services engagements with a concentration on US, Latin America, and Canada territories. Served as SME during a migration to formally adopt a PSA system.

Professional Services Coordinator

2014 - 2016

Schedule and coordinate Global professional services engagements. Customer and internal coordination of up to $1M in annual revenue. Onboard new consultants and understand skills of each consultant. Coordinate with small partner network to deliver engagements beyond internal capacity. Assist with forecasting and revenue tracking for executive report.

HomeAway Vacation Rental

Customer Support Representative

2013 - 2014

Served as a main contact for both customers and property owners. Expertise with website operations, metrics, and policies to resolve issues and concerns. Coordinate implementation of changes to listings for property owners to increase visibility to customers.

• Learned eCommerce and Cloud services customer operations from the ground level at the world’s largest vacation rental marketplace.

• Supported five distinct brand site customers in adoption of their rental property sales platform.

• Analyzed property listing search engine performance to provide search engine optimization recommendations to customers.

• Pioneered White Glove service offering which provided high touch onboarding services to new property owner customers.

• Identified and advocated for customer impacting features and improvements.

Texas Disposal Systems

Supervisor – Customer Care

2008 - 2012

Directed daily customer service operations for a team of 12+ direct reports serving commercial, government, and residential customers across multiple lines of business in close coordination and cooperation with Sales, Operations, Finance, Retail, and Facilities teams.

• Promoted three times in three years from temporary Receptionist to Team Lead to Supervisor.

• Reduced customer care training and onboarding time by 77% (from 30 to 7 business days) by refactoring training process and operations documentation.

• Consolidated Garden Ville call center operations from six field sites to the existing main TDS Customer Care center while enhancing existing systems and processes to support seasonal call volumes unique to the Garden Ville business.

Certifications and Training

Advanced Resource Management Certified Professional (RMCP)®
RMI (Resource Management International)

Issued Jan 2017 - Expires Jan 2025

Accelerate Aspiring Leaders Program - Salesforce

Skills

Logistics Management   •   Business Process Improvement   •   Partner Relationship Management   •   Team Leadership   •   Customer Engagement   •   Customer Service Management   •   Project Management   • Account Management   •   Customer Service   •   Tableau Cloud (Consumer badge)