​May 2021- February 2023

Director, Client Services • PSI Services LLC • Boston, MA

• Oversaw 4 direct managerial reports and 50+ domestic and international employees responsible for supporting and fostering relationships with over 350+ clients, and successful administration of both online and in-person exams.

• Managed onboarding of new clients (SMB through Enterprise) using high touch/low touch training as appropriate; followed through with post-onboarding reviews and continued support.

• Developed and modified analysis using SQL - including KPIs - to evaluate team delivery, ensure service level agreements, and improve client satisfaction.

• Advocated on behalf of clients to demonstrate their needs and priorities to internal business stakeholders. Collaborated with internal teams to facilitate clients’ expectations and deliverables enabling contract retention, renewal, and growth.

• Created remote-exam video-based guidelines encompassing legal review and client guidance.

• Created and implemented disaster recovery plans (catalyzed by COVID-19 response), client communication guidelines based on regulatory and transparency requirements, and internal processes for unplanned system outages and maintenance.

• Developed hierarchy reporting to support organization management and clarity of structure.

• Project managed successful implementation and transition of Salesforce from Zendesk as the client interface for case submissions. Collaborated with consultants for infrastructure setup and developed KPI tracking for monitoring and report analysis, including SLA deliverables.

• Reviewed RFPs and contracts, ensuring Client Services was set up for success of deliverables and client partnership.

• Facilitated QA-review of new product features/versions to provide feedback before go-live to clients. Process SME working with engineers to identify, document, and execute opportunities for improvement in workflows, communication, and overall client solutions.

• Ensured compliance requirements and audit support for SOC-2, et al.

• Managed escalated client inquiries and requests by collaborating with internal and external teams to achieve resolution.

• Direction and oversight of existing program administration to promote client growth and relationships, including add-on services.​

• Created new reports using SQL to determine client usage and status of exams (risk identification).  Provided guidance with analysis to accounting.  Ad hoc report creation, based on client requirements and available data collected throughout process.

• Managed client and end-user identified escalations by collaborating with internal teams and 3rd party (client partners) to achieve resolution. Identified and drove prioritization of escalations warranting engineering resolutions by identifying and maintaining relationships with senior leadership across technology function.

 

May 2018- May 2021

Senior Manager, Client Services – Education Division • PSI Services LLC • Boston, MA

• Acting Product Owner for RPNow, the education division’s online proctoring platform. Serving 300+ global clients.

• Managed a multi-tiered, international team overseeing client success, product enhancements and releases.

• Oversight of onboarding, training, and best practices for new client programs. 

• Ensured employees met KPIs and understood core product concepts and CMS/LMS systems.

 

February 2016- May 2018

Professional Services Manager, Software Secure • PSI Services LLC • Boston, MA

• Hired, trained, and coached a team of onsite and virtual employees. Assigned tasks and ensured completion.

• Partnered with Sales Team members regarding onboarding, training, contract growth and renewal.

• Client facing duties included relationship building, communication regarding outages and new features, partnering on projects ensuring growth outcomes and a positive experience overall. Introduction of concepts to improve client and end user system aspects. System training and support for client staff.

• Collaboration with QA and software development personnel to resolve reported issues. Assisted these internal groups with prioritization, testing/replicating concerns, and proposed resolution for bugs/tasks/feature requests.  

• Oversaw preparation, management and upkeep of documentation and video guides for end users and clients.

• Attended, exhibited, and presented at numerous conferences with current and potential clients.

 

December 2012- February 2016

Professional Services & VRS Manager • Software Secure • Boston, MA

• Managed the Video Review Team: Scheduling, task prioritization, training, QA, reviewed client feedback.

• Ensured KPIs and service level agreements were met or exceeded.

• Reviewed SQL reports daily to monitor and adjust priorities.

• Assisted with offshoring to enhance productivity and efficiency. Set goals and expectations of teams in Philippines and India.

 

June 2010- December 2012

Support Services Manager • Software Secure • Boston, MA

• Management and training of the support team. End user feedback was maintained above a 90% positivity level.

• Managed outsourcing of support opportunities to handle calls.

• Responsible for documentation (client, end-user, video demos) of product launches, release notes, user guides, and walkthroughs.

 

September 2006- June 2010

Customer Service Representative/Partnership Manager • Presidium Learning • Somerset, KY

• Assisted end-users with various issues: Log-in, disabling/configuring firewalls and other security devices.

• Assisted colleagues with caller issues by providing solutions and suggesting alternatives to reach resolution.

• Level-Two support for Software Secure, Blackboard Cartridge/Prosites/Coursesites, AlcoholEDU, and a variety of programs.

• Resolve level-two items including in-depth and complex technical issues, as well as refunds and exchanges.

• Forwarded escalations to the applicable parent company.

• Gathered, prepared, and distributed information from parent companies back to support representatives and customers to assist with issue resolution.