Middlebury College

Director of Operations at Tegus

Chicago, Illinois, United States

Tegus

Director Of Operations

Reported to the Head of Customer Success and served on the senior leadership team for the Employee Cloud business unit. Oversaw all aspects of the Customer Implementation department and the customer onboarding journey; managed 5 direct reports and 44 individual contributors.

Toast, Inc.

Senior Director, Customer Implementation

Reported to the COO and served on the senior leadership team. Responsible for the success of the Client Services department (Customer Implementation, Customer Success, Customer Support, and Managed Services teams); managed 4 direct reports and 45 individual contributors. Accountable for standardizing processes, creating KPIs and SLAs, and preparing the department for acquisition and rapid growth.

StratEx HR

VP of Client Services

Director Of Client Services

Groupon

Global Customer Experience Manager

Responsible for standardizing Account Management tools and processes in 45 countries across EMEA, APAC, and North and South America, ensuring businesses around the world who partnered with Groupon received exceptional service and a consistent customer experience.

Global Operations Manager, Account Management

Instrumental in growing Merchant Support team from 17 account managers providing minimal support for merchants in 28 markets to a team of 70 account managers responsible for full lifecycle management and technical support for over 65,000 merchants across North America. Drove team performance against key performance indicators, identified opportunities to standardize processes based on data analysis from team outputs, and managed process improvement implementations. Led improvement of ticket closure SLA from 2+ days to less than eight hours, cadence adjustments resulting in increased Merchant Satisfaction scores to the highest level in the department, and improved efficiency of 300+% for deal preparation.

Account Manager Team Lead

Promoted to one of the top five markets in the country within three months of employment. One of the top ten sales representatives out of over 500 to win Spring Break sales contest. Brought in almost $600,000 in gross profit over a six-month period.

Account Executive--Inside Sales

Identified new members and prospects through member follow up, research, list development, and related activities. Instrumental in growing designation applications by 40% between first and second year of employment, and was on track to increase applications by an additional 60% by end of 2010.

National Association of REALTORS®

Manager of Accreditation and Member Services

Supervised 23 office assistants in ten offices in Chicago, Northwest Indiana and Iowa. Interviewed, hired and trained employees to get optimal results. Collaborated regularly with senior management to drive recruitment numbers. Responsible for organizing and leading quarterly training conferences.

Vector Marketing

Division Recruiting Manager

Interviewed, hired, and managed sales representatives for an office that generated over a million dollars in sales and grew to be the top grossing office in the country during the summer of 2004. Recognized as one of the top ten Assistant Managers in the Central Region for the Summer Sales Conference.

Ellen Wohlberg

Ellen Wohlberg