University of Nebraska-Lincoln

Onboarding Consultant II at Toast, Inc.

The Garage In

Director, Customer Success

Legend High School

Head Coach, Boys Volleyball

➥ Serve as the product expert conducting comprehensive training, delivering ongoing education, and supplying timely, practical product updates to customer teams spanning across 70 facilities

➥ Generate a revenue in the millions across BoB, and currently on track to exceed both quarter-over-quarter (QoQ) and year-over-year (YoY) revenue targets

➥ Effectively resolve communication challenges between hospitals and healthcare professionals (HCPs) concerning the assignment of floating shifts, the existing product lacked the capability to facilitate direct communication from the software to the nurses. Consequently, a viable solution became imperative to address this communication gap

o	Actively pursue integration partners capable of collaborating harmoniously with our organization to aid one of our internal teams; the principal objective is to facilitate the seamless implementation of our newly developed communication system, enabling the efficient dispatch of multiple text messages to our nurses while minimizing the need for manual intervention

o	Engage in a collaborative effort with Zapier and Sakari to create an efficient workflow enabling the seamless sending of hundreds of text messages by a mere click of a button within an Excel file; this automation empowers the product team to concentrate on critical product updates, foster customer satisfaction and encourage to post shifts with our organization

o	Timely dispatch of assignment messages reinforces their confidence in our services, and without this innovative system, we encountered delays of 6-8 weeks in our go-live date, resulting in revenue loss due to their reluctance to post shifts with us

ShiftMed

Senior Enterprise Customer Success Manager

➥ Effectively spearheaded the establishment and growth of a dynamic team, concurrently crafting a comprehensive onboarding process from scratch to address the absence of such a system

o	Meticulous analysis of our customer base and product dynamics during both the interview phase and tenure, successfully devised and implemented an onboarding strategy comprising in-depth system training and hands-on end-user support

o	Collaborated closely with the co-founders, played a pivotal role in assembling a proficient customer support team and enhancing our UX capabilities

o	Strategic focus on the right clientele, coupled with robust training and dedicated support resources, led to a remarkable reduction in churn from nearly 40% at the start of my tenure to less than 10%; the results were astounding, with revenue experiencing a fourfold increase during my tenure

➥ Conceptualized and implemented an intuitive, client-facing, app-based knowledge hub, empowering our esteemed clients to autonomously access and fulfill their knowledge and support requirements

➥ Engaged in a collaborative effort with the CTO and Head of Support to revamp and launch an innovative, client-facing app interface

Cartwheel

Head of Customer Success

➥ Excelled in delivering a distinct brand of leadership and charisma to every task; joined Toast when it was still a young company. Despite not holding a managerial position, proactively positioned myself as a valuable resource for my teammates, provided deep product knowledge, support in handling difficult customers, and advocate 

o	Cornerstone of my approach is a deep commitment to becoming a product expert, fostering trust with both leaders and peers alike. Embraced the opportunity to make a name for myself and shine a positive light on our team within the vibrant Toast environment, seized the initiative to spearhead a program independently to address our backlog of over 150 dormant accounts, and the results were truly transformative

o	By diligently focusing on this initiative, successfully churned out nearly 50 of these dormant accounts, while reactivating 25 others, effectively freeing up valuable resources for the rest of the team to engage with clients who were actively interested in our product, and resulted in significant time and effort savings but also revived the engagement of spending customers, simultaneously removing unresponsive clients

Toast, Inc.

Onboarding Consultant III

➥ As the Coach and Head of Recruiting for the Men's Volleyball team, also provided valuable assistance in the recruitment efforts for both the Women's Indoor and Beach teams. Over the course of two years, achieved resounding success in building and maintaining a robust 15-player roster

➥ Fostered strong relationships with high school and club coaches in prominent volleyball recruiting states, such as California, Florida, Nebraska, Virginia, Colorado, Puerto Rico, and more, ensured a steady pipeline of teams

➥ Elevated the team's academic performance, resulting in a notable increase in the team's GPA from 1.2 in May 2016 to 2.5 in May 2017. With an ambitious team goal of reaching a 3.0 GPA by May 2018, we made significant strides toward achieving academic excellence alongside our athletic accomplishments

Webber International University

Head Coach, Men's Volleyball

➥ Experienced the true essence of a dynamic startup culture in a rapidly evolving industry, had the privilege of collaborating with some of the brightest minds. What struck me was their humility despite their exceptional intelligence, as they treated everyone around them with respect and equality

➥ One of the most fulfilling aspects of my role was supporting clients of varying sizes in enhancing their online presence, boosting their revenue, and ultimately attaining a sense of freedom through their achievements (which I absolutely loved).

➥ During this journey, acquired a plethora of new skills, enabling my associate and me to streamline our tasks, essentially automating our processes. This newfound efficiency empowered us to tackle more ambitious projects and contribute significantly to the team's success

➥ Experienced the unique opportunity to observe the workings of the other side of digital advertising, understanding how various platforms foster collaboration between publishers and advertisers to fuel mutual growth was truly enlightening

Sovrn Holdings, Inc.

Account Manager

➥ Maintained and organized information and revenue through continued proactive management of client relationships and product knowledge

➥ Researched and designed innovative sales pitch initiatives for more than 2,400 retail clients: maximizing year over year (YoY) new revenue

Yahoo! Inc.

Ad Operations Specialist

Mutual of Omaha

Licensed Insurance Agent

➥ Worked with all ages of young adults, helping them become better volleyball players, better students, and hopefully, better people

➥ Planned and organized practices and practice plans so practices were both educational and fun
Met people who have become life long friends, and watched some of the most special young adults become some very special people

➥ Travelled all over the country, competing, sight-seeing and meeting other awesome players and coaches from all over the world

➥ Helped young adults decide what they wanted to do with their future, and assisted in their recruiting process as an advocate for them and their needs

USA Volleyball

Head Volleyball Coach

Skills: Relationship Building · Creative Problem Solving

Outback Steakhouse

Server/Key Manager

Skills: Strategic Planning · Team Leadership · Relationship Building · Creative Problem Solving

William McPhee