University of Florida - Warrington College of Business

Northern Illinois University

DeKalb High School

Manager - Carrier Success at Uber Freight

Managing a global operations and customer support team to provide a great customer experience for both hosts and guests for short term rentals. With over 120 team members across the US, Mexico, Philippines, Pakistan and Indonesia.

RedAwning

Vice President of Customer Support & Operations

Managed a team of 25+ across the US, Mexico, Pakistan and Philippines to provide a strong operational and support experience for our customers.
Managed Customer Support and Live Operations functions. 
Helped grow customer base from 80 hosts to 250+ while increasing average review scores and reducing churn, which helped lead to successful exit.

Awning.com

Head of Customer Support & Live Operations

Managing six teams over four levels, a total of 25 employees in the US and an additional team of 20 in Mexico.  The team is comprised of three managers, four team leads, two analysts and a team of operations and support specialists across Compliance, Support, Onboarding and Success teams, who provide an effective and efficient onboarding experience for carriers working with Uber Freight. 

	• Improved onboarding time from two weeks to one day turn around and one hour turn around for urgent tickets.
	• Built out new Carrier Payment (AP) team to help recover funds from factoring companies and carriers, and provide resolution for payment issues for carriers.
	• Built out new Expansion team to develop onboarding best practices for new markets and modes.
	• Built new App Success Team, to focus on process improvement and creating a better onboarding experience for our carriers.
        • Collaborate with legal team to develop new onboarding processes to reduce risk of fraud and improve carrier quality for customers. 
        • Work with Product Ops team to provide effective feedback loop on product as first point of contact for most carriers working with Uber Freight.
        • Currently at 18 months with zero turnover.

Uber Freight

Senior Manager Operations - Carrier Success

Part time volunteer for Tech for Campaigns, working on back end operations.
Operator for Text Project for Michele Knoll's campaign for State House, District 44 in Pennsylvania, building lists, formatting and assigning them in Hustle app to help with GOTV campaign.

Tech for Campaigns

Volunteer - Operations

●	Manage day to day work of team of four Ops / Customer Success Team members with focus on process improvement to drive increases in efficiency and efficacy of departments.
●	Provide support for both B2B and B2C customers, including installation of printers, onboarding and account management.
●	Direct hiring and training of new team members
●	Manage Operations Team – Prepping, inventory management, repair of printers in field (550+)
●	Run sales operations – Salesforce.com administration, sales reporting and analysis, lead management and territory management
●	Purchase, implement and train employees on sales tools, notably Ring Central, Groove.co, and Salesforce.com
●	Monthly accounting reconciliation and accounts receivable management, sales tax payments to each state (registration and payment)
●	Hire and manage 40+ part time helpers throughout the country
●	Support marketing with management and implementation of tools (Unbounce, SendGrid)

PrintWithMe

Director of Operations and Sales Operations

Build out Sales Operations for Prezi as we continue to expand B2B sales, transitioning from B2C sales and launch of new business oriented product (July, 2016).  Reporting to Head of Customer team to provide Operations support for both Sales and Customer Success teams, along with working as partner with Marketing team to manage inbound lead flow.

●	Salesforce.com Admin - Manage iteration of SFDC for Prezi Sales and Customer Success team.
●	Provide reporting and analytic insight for Sales and Customer Success teams.
●	Implementation of Insight Squared and build out of Sales Funnel reporting.
●	Build out and implementation of territory model.
●     Drive integration of sales reps from acquisition Infogram, introducing them to all technical aspects of Prezi sales process, and manage their training with Prezi team.
●	Work as liaison between sales and other departments as point person for information coming in and out of sales team.  Working with Finance, Marketing, Product, Customer Success and Support teams on a regular basis.
●	Manage Sales Pipeline, working with reps to organize and evaluate pipelines, and reporting status of pipeline and funnel out to the rest of the business.
●	Sales Enablement - Build out Sales Techstack (Salesforce.com, reporting software, dialer, etc..)
●	Sales Strategy and Organization - Work with Head of Customer team on structure of Sales Team / Staffing needs (including interviews of candidates).
●	Build out strategy around response cadence to inbound leads, lowering response time and providing direction on prioritization.
●	Have grown sales team from 3 to 20 reps over 3 offices since beginning of 2016 (Budapest, Riga and San Francisco) and will be growing team out to 40+ reps over 2017.
●	Build out schedule for training new reps, providing structure as reps ramp up over first few months (training, call reviews, pipeline mgmt, etc.. )

Prezi

Sales Operations Lead

Co-founder and partner in Hostkeeping, now AMENITY, a linen subscription company which also provides cleaning services to residents in high rise apartment buildings.

AMENITY

Co-Founder

As a member of the sales leadership team, manage the operations of the sales team using analysis and industry experience to provide strong direction to the rest of the team and improve efficiency throughout the sales group.

●	Manager of five person team, two business analysts and two sales operations coordinators along with one lead database analyst, providing training, supervision and direction for their work.
●	Manage sales operations for sales team of 700 sales reps, (300 inside, 400 outside / inside mix).  $1B+ in Annual Revenue.
●	Lead from sales team for implementation of new CRM system, Salesforce. 
●	Direct strategy and implementation of regional sales focus throughout inside and outside sales groups.
●	Contributor in weekly strategy meetings with sales supervisors and sales leadership team. 
●	Creation and analysis of weekly reports, for tracking productivity metrics for 20+ teams of 300+ Inside Sales reps. Along with providing weekly reporting and analysis for Enterprise, Business Development and Outside Sales teams.
●	Monthly reporting of sales branches, including sales performance, turnover and tenure based metrics
●	Management of quarterly goals and bonuses for Inside Sales supervisors.
●	Salesforce administration, creation and administration of reports, dashboards and processes throughout Salesforce.
●	Help with training of supervisors and sales reps, to utilize Salesforce, and create SOP's to manage new processes developed for Salesforce.

Echo Global Logistics

Manager of Sales Operations

●	Creation and analysis of weekly reports, for tracking productivity metrics for 20+ teams of 300+ sales reps.
●	Contributor in weekly strategy meetings with sales supervisors and sales leadership team.
●	Monthly reporting of five sales branches, including sales performance, turnover and tenure based metrics
●	Creation and management of reporting for new training program for new sales reps.
●	Management and tracking of reward programs.
●	Management of sales accounts and distribution of accounts.
●	Creation of regional account mapping / data visualization to promote a regional sales focus.
●	Management of quarterly goals and bonuses for sales supervisors.
●	Tableau Desktop 8 Qualified Associate

IS Business Analyst

●	Each month update Shipping P&L's, comparing actuals vs. budget.
●	Review with each branch, Shipping P&L with branch manager of shipping (role varied by branch, 20+ branches).
●	Working with new TMS system (TMC) to implement into Anixter.
●	Working on project based RFP's (milk runs in Mexico, cross border analysis, etc..)
●	Review / approval of international shipment BOL's
●	Review of Small Parcel shipments costs, finding mismatches.

Anixter

Transportation Analyst

●	Tracking and analysis of international shipping rates.
●	Drop shipment tracking, management of drop shipment inventory.
●	Work with carriers to resolve freight claim disputes (domestic and international).
●	Quoting of international shipments (including Afghanistan, Iraq, etc.. for military shipments).
●	Create new process to quickly quote for international shipments (dimensions / sizing of equipment, to automate determination of size of shipment).

Life Fitness

Logistics Analyst

Monthly reporting and analysis. This includes exception reporting to highlight inefficiencies and to provide monthly commentary against budget and prior year actuals.
Provide visibility and reporting around costs, projects, and programs impacting freight spend.
Track cost savings programs, and determine methodology of calculating cost savings for each program.  For 2008, tracked 9.5 million in savings for variable distribution.
Developed tracking for savings programs such as Emergency Fuel Surcharge program, Rail Car savings program, mode shift and carrier shift programs.
Give monthly commentary for variable distribution costs for Power Bar, Milk Modifier (powdered Nesquik), and Cocoa.  Explain any variances found between budget and actual costs.
Run ad hoc reports at the request of transportation managers to find costs of distribution related projects
Accounts payable for freight payment department, working with carriers to resolve disputes over rating issues.
Run weekly reports to determine actual freight spend for shipping lanes against budget, determine any lane variances.

Nestle USA

Financial Analyst of Transportation

Work with small businesses to set up internet check deposit systems
Accounts Payable, scanning, data entry and printing of checks
Upload of transactions, quality check daily transactions.

National Bank & Trust

Computer Operator

Student worker for university library (Circulation Desk / Reference Desk)

Adam Harless