• Lead IT Support team for the Americas Region (Canada, US, South America)
• Ensure seamless onboarding and technology experience for Brunellers
• Implement & maintain cross-functional processes for critical tasks to help drive revenue, efficiencies, and data management
• Oversee IT operations for almost 200 employees across 6 offices
• Lead Global Technical Programs, focused on system implementations, IT processes, and tool development
• Design, build, and oversee robust change management, sales enablement, and training

• Streamlined data analysis methodologies, developed KPIs, and tracked customer operations
• Developed action management tool for weekly LT and ELT business operation reviews
• Designed an automated reporting tool in Excel to recover $65K+ per year in labor hours
The Unboxed Company (UBC) Alpharetta, GA Mar 2017 – Present Founder UBC is focused on helping early-stage companies find their voice and brand identity. Our talented team brings design, e-commerce, and production expertise together to provide our clients with a single-source solution for all their branding needs.
• Led average YoY revenue growth of 11% and average NPS of 9.1
• Manage accounts throughout sales cycle, from prospecting and cold-calling, to signing and renewals. Maintain referrals network to promote inbound lead generation. Develop relevant materials for sales presentations
• Travel to customer sites for large-scale projects, meeting with customers, and deliver services
• Maintain hunter/closer mindset to

Led GTM execution and planning for global product releases, mentored team members, and collaborated with 13 global teams. Completed End-of-Sale for Twilio's "Frontline" product. Compiled long-term product roadmap.
• Owned GTM readiness & execution for 14 releases, across six programs with a $25M+ ARR impact
• Completed the End-of-Sale for Twilio's $10M+ ARR "Frontline" product with 100% customer engagement rate via account teams
• Standardized operations surrounding GTM Process, and spearheaded cross-functional efforts in collaboration with 13 global teams, such as R&D, Engineering, Sales, & Legal, and their respective leadership
• Led the creation of 10-15 Product Requirement Documents, Customer Support articles, and Sales enablement materials per release delivered via Highspot
• Compiled an 18-month product roadmap with 27 releases for developer-oriented enhancements to "Twilio Flex"

Global GTM Lead for HubSpot Services. Implemented new program management software and process. Created $4M in ARR within 10 months. Led nearly 40 releases, drove program operations, and chaired the Culture Team.
• Facilitated successful release of 37 services, within 14 months, with ARR impact of $4M+, Customer Experience, and operational efficiency improvements. Owned the quarterly Services roadmap
• Built an all-new Global GTM program to bring 12 GTM teams and 75+ contributors into a single process and streamline GTM Activities into four manageable phases with improved on-time delivery.
• Trained 200+ stakeholders to use Asana as the new tool for resource planning, strategic project management, and overall program coordination
• Crafted value-driven sales strategies to increase Service attach-rate to deals. Built 1 :Many and self-serve services to promote non-linear growth (relative to headcount) of Services business.
• Served as Global GTM Lead for HubSpot Services and drove st

Founding member of the NCR Customer Experience team. Collaborated with C-Suite & E-suite while running the global survey program and leading over 15 technical & operations-focused projects. Created a COVID billing support program to reduce attrition and support customers. Chaired NCR's inaugural and subsequent "Global CX Day" multi-day conferences.
• Cultivated business intelligence and cross-organizational alignment to drive strategic customer operations across the Enterprise, working with Customer Success, Sales, and Ops leadership to establish robust Customer Support teams, renewal playbooks, and more
• Utilized Salesforce and Smartsheet to extract data from Customer Surveys, Customer Follow-Up, Support, Billing, and other GTM teams to support senior leadership during planning cycles
• Led over 15 technical and operations projects with functional and enterprise stakeholders
• Managed a $585K PO budget and respective contracts for business systems, consulting partners for the CX

First Georgia State University intern at Tesla. Implemented Global Procedures for service technicians resulting in $2M+ annual savings. Built knowledge bases to standardize critical content and reduce new hire training time by 15%.
• Launched a new Global Standard Operating Procedure (SOP) with annual savings of $2M+. The SOP allowed technicians to efficiently diagnose and resolve vehicle issues while maintaining status transparency with the customer.
• Implemented a new customer management tool with 5,000+ daily touchpoints resulting in expedited customer intake and handoff
• Led initiatives to improve repair quality, Service Center operations, and customer experience. Employed Agile Methodology to run project planning and garner leadership approval on change proposals
• Compiled the Global Service Operations Reference Guide to raise customer satisfaction and decrease Defects per Million Opportunities (DPMO) at Tesla Service locations
• Built Confluence knowledge base for busines