Atlanta Metropolitan Area
Experienced, resourceful, innovative, and proactive professional with a demonstrated history of success working in the telecommunications industry. Skilled in Executive Support, Virtual and Hybrid meeting management and production, Sales, Contact Centers, Management, Customer Experience, and Telecommunications. Strong media, communication, and technology professional with a degree focused in Business Management /Corporate Communications.
At RapidScale, a Cox Business company and leader in secure managed cloud solutions, I lead strategic go-to-market (GTM) programs that drive alignment, operational excellence, and scalable growth across Sales, Marketing, Product, Finance, Delivery, and Customer Success. Reporting to the Senior Director of GTM Operations, I translate business strategy into actionable, cross-functional execution. Key Highlights: - Program Leadership: Manage the end-to-end execution of high-impact GTM programs focused on process automation, partner and alliance enablement, and technology optimization. - Strategic Alignment: Partner with GTM leadership and cross-functional teams to ensure initiatives are prioritized, resourced, and executed effectively to meet strategic goals. - Operational Excellence: Develop project plans, define KPIs, and implement governance frameworks that enhance visibility, accountability, and delivery quality across GTM operations. - Cross-Functional Collaboration: Foster strong communication and coordination across multiple business units to streamline execution and minimize friction between teams. RapidScale empowers organizations to simplify IT and accelerate innovation through managed cloud, cybersecurity, and hybrid infrastructure solutions — backed by the scale and reliability of the Cox family of companies.
Elected to serve as President of the Rainhill Homeowners Association, providing strategic leadership and operational oversight for a 110+ household community. Responsibilities include: - Leading governance, financial planning, and policy development to ensure compliance with governing documents and local ordinances. - Managing vendor contracts, budgets, and capital projects, with a focus on cost savings, accountability, and long-term sustainability. - Driving organizational transformation from third-party management to a more efficient, board-led model. - Enhancing homeowner engagement through transparent communication, digital platforms, and community events. - Collaborating with city officials, legal counsel, and residents to resolve issues, plan improvements, and strengthen neighborhood value.
Delivers high-level support to the top 350 executives and their executive assistants. • Orchestrated over 228 virtual and hybrid meetings and events in 2023, resulting in over $500K in cost savings through strategic production management. Reduced time spent by executive assistance managing virtual events by 42%. • Managed IT support for multiple Executive Forum conferences at CCI, introducing on-site options for device upgrades, enhancing participant experience, and reinforcing our comprehensive support role. • Developed and implemented systems, procedures, and processes to enhance the quality of meeting and event production services, boosting overall client satisfaction. • Led the conceptualization and advocacy for a permanent studio space, improving executive communications during major announcements and accommodating hybrid all-employee meetings. Conducted executive surveys and refined services iteratively. • Spearheaded the expansion of proactive Executive Support services, optimizing executive refresh cycles and scheduling processes by managing device lifecycle and Outlook calendars. • Implemented the Executive Support Request Form, managing 956 tickets in 2023 to optimize operational efficiency and workflow allocation. • Produced and managed multiple executive video recordings, amplifying communication and engagement across various platforms. • Designed a comprehensive Meeting/Event consultation intake form, streamlining event production and enhancing client satisfaction. • Collaborated with field groups to offer Surface Hub management insights, fostering collaboration and efficiency across markets. • Conducted educational sessions bridging team services and field executives/executive assistants, promoting unity and dismantling silos.
Supports Cox Customer Care performance and educational needs through the development of communications and educational content and deliverables that prepare in-house and outsourced Residential and Cox Business Care call and digital support centers to achieve their goals and metrics. Primarily responsible for creating educational content for use by the Care Team within a short development cycle to support the changing needs of the business and to reinforce existing behaviors. Also responsible for understanding objectives, determining content required, and making recommendations on structure and modalities used to be most effective in meeting objectives. Measures deliverable effectiveness and makes recommendations based on results and feedback. Participates in other education development as a content SME, conducts surveys post education, and hosts focus groups with COE and COP Care teams. • Creates educational resources to support Residential and Cox Business Care call center and digital assist resources to reinforce existing behaviors or support quick changes in the business. • Works with internal partners to understand course objectives, determine content required, and make recommendations on structure and modalities used to be most effective in meeting objectives. • Collaborates with Care teams in the field to incorporate the Voice of the front line in all initiatives. • Manages timelines and deliverables to meet just-in-time needs of the designated audience. • Performs education administrative tasks such as required reporting, course assignment, content distribution. • Proactive and ongoing collaboration and coordination with the Learning and Workforce Capability team. • Builds and maintains repository of Care Education resources. • Proactively introduces new education tools and concepts into the development process including video and audio. • Dedicates time in all markets visiting Care locations to ensure educational needs are being met and how to improve.
Provided leadership and vision to develop a strong sales culture. Selected, managed, and developed a sales team. Organized, planned, and executed day-to-day strategies to motivate, coach, and counsel direct reports. Oversaw daily operations and ensured effective performance and compliance with procedures. Planned and implemented strategies designed to grow market share including but not limited to marketing, PR, contract negotiation, long-term competitive outlook, and sales incentives. Monitored, measured, and addressed trends including team's weekly progress, relationships with third party retail partners. Established and leveraged strong partnerships with third party partner management teams to increase market share and territory. Drove alignment and consistency in people practices, management activities, overall performance management, and customer service delivery in an effort to achieve personal and departmental goals. Monitored and analyzed sales performance, drove improvements in revenue growth, productivity, quality, and optimization of customer satisfaction. Increased the Net Promoter Score of the Gainesville / Ocala region by 33 points in the span of only 12 months. Oversaw and managed material inventory and replacted processes and procedures at third party locations.
Created, organized, implemented multiple forms and tracking systems for customer and technician work orders which resulted in a centralized data process tracking integration. Assisted in developing marketing strategies and coordinating advertising. Assisted manager in opening and closing store operations. Invoiced customer work orders, generated and issued customer billing statements. Coordinated relocation efforts ensuring a smooth transition for both employees and customers.
Assisted clients in financing their higher education through multiple options available to them. Created interest-free payment plans, assisted clients in understanding and applying for multiple types of student/parent loans through various banks and lenders. Received multiple customer service awards. Regularly worked with new hires as a mentor throughout their training, development, and provided ongoing support.