Resume

Apr 2024 - Jun 2024

Vice President of Marketing and Communication

I led the transformation of our brand, driving a significant increase in market recognition and customer engagement. I spearheaded the development and implementation of comprehensive marketing strategies, successfully entering new markets and boosting global sales. My role involved enhancing digital marketing efforts, improving lead generation efficiency, and launching high-impact campaigns. Additionally, I mentored a high-performing team, fostering a culture of continuous improvement and innovation, while ensuring consistent and effective communication across all channels.

May 2022 - Apr 2024

Vice President of Customer Success and Communication

I led the customer success team, driving enhanced customer satisfaction and loyalty through strategic initiatives. My role involved fostering cross-functional collaboration to improve customer relationships and implementing programs that significantly increased retention rates and satisfaction scores. Additionally, I developed and executed customer engagement strategies that built trust and strengthened our customer base, ensuring consistent and impactful support throughout the customer journey.

Apr 2019 - May 2022

Director of Customer Success

Feb 2016 - Apr 2019

Cloud Engineer

I provided technical support and expertise in cloud computing, driving successful deployments and ensuring high levels of customer satisfaction. My role involved troubleshooting complex technical issues, enhancing product offerings, and collaborating with cross-functional teams to deliver robust cloud solutions. I played a pivotal role in optimizing cloud infrastructure and contributed to the continuous improvement of Veeam's cloud services.

Apr 2014 - Nov 2017

Director of Communication

I developed and executed marketing and communication strategies, significantly boosting the organization's visibility and funding opportunities. My role involved establishing rigorous brand guidelines and ensuring consistent messaging across all channels. I led efforts to engage with key stakeholders, enhance public relations, and secure media coverage, contributing to the organization's overall growth and success.

Jun 2010 - Jul 2015

Network Surveillance Analyst

I monitored the health of the hybrid fiber-coaxial network, troubleshooting issues and dispatching technicians for repairs. My role involved using the Remedy Ticketing System for efficient event tracking and resolution. I played a key role in maintaining network stability, ensuring uninterrupted service for customers, and collaborating with team members to implement new processes and improve overall network performance.

Jul 2007 - Jun 2010

Tier 3 Technical Support Specialist

I provided advanced support for high-speed data and Digital Phone services, resolving complex service issues. My role involved troubleshooting and resolving network problems, developing guidelines for technical support, and maintaining expert databases. I served as a liaison between customers and various departments, ensuring effective resolution of escalated issues and contributing to high levels of customer satisfaction.