I believe technical support is only 50% about solving the bug—the other 50% is about supporting the human behind the screen. I view operations as a complete ecosystem where data integrity and client trust are inseparable. Whether I’m performing "back-end surgery" to fix a critical billing error or translating complex workflows into simple, executable steps, I am the bridge. My "love language" is clarity: I turn operational friction into streamlined systems and frustrated users into lifelong brand advocates.
TECHNICAL TOOLKIT & CORE COMPETENCIES
Bridging the gap between technical operations and high-touch relationship management.
• Tier 1–3 Technical Support • Escalation & Resolution Management • Bug Diagnostics & Reproduction • GIS Data Forensics & Validation • Technical SME Consulting
Systems & Software
• Salesforce / Service Cloud • Stripe Payment Gateway • QuickBooks Online • Jira / Confluence • Geospatial Data Management
Operational Strategy
• Revenue Operations (RevOps) • CRM Data Governance • SaaS System Migration • SOP Architecture • Cross-Functional Liaison
PROFESSIONAL JOURNEY & IMPACT
Technical Operations Lead
ReportAll USA | Remote | FEB. 2022 - MAY 2025
Strategic Impact: Orchestrated cross-departmental "technical surgery" to resolve systemic revenue failures and data silos. Serving as the primary bridge between Enterprise clients and Engineering, I transformed complex service-level gaps into high-fidelity product roadmaps while maintaining a 100% platform adoption rate.
Served as the primary POC and operational partner for corporate accounts, leading technical onboarding and health checks to ensure long-term renewals.
Deep Dive: Driven by a commitment to authentic relationship growth, I successfully converted high-risk churn scenarios into brand advocates through proactive crisis management—leading to direct commendations from clients to ownership.
User Enablement & "Frustration-Free" Support
Acted as the primary Subject Matter Expert (SME), ensuring clients could effectively utilize and master the platform to find maximum value.
Deep Dive: Translated complex GIS workflows into personalized, executable steps for non-technical users; eliminated operational frustration through patient, one-on-one consultation, resulting in 100% platform adoption.
Revenue Operations & Systems "Surgery"
Engineered the synchronization between Stripe, QuickBooks, and Salesforce to ensure data integrity for state tax compliance and automated billing cycles.
Deep Dive: Personally intervened in systemic software failures, performing backend database reconciliations and manual billing overrides to maintain 100% service continuity.
Systems Architecture & Cross-Departmental Liaison
Authored "Source of Truth" SOPs and served as the "voice of the client" in internal meetings to translate customer friction into prioritized feature requests.
Deep Dive: Converted recurring service-level gaps into actionable Jira tickets and engineering frameworks, streamlining the bug-reproduction process.
Sales Engineering & Data Governance
Partnered with the Sales team to deliver high-impact technical product demonstrations while maintaining 100% CRM data accuracy as the primary auditor.
↳ Concurrent Dual-Role Appointment
Technical Support Specialist
ReportAll USA | Remote | FEB. 2022 – JAN. 2025
Strategic Impact: Managed the full resolution lifecycle for Tiers 1–3, serving as the final point of escalation for complex system failures while maintaining a "human-first" standard for response speed and transparency.
Advanced Technical Resolution (Tiers 1–3)
Acted as the ultimate "safety net" for the support team, diagnosing and resolving complex Tier 3 technical escalations.
Deep Dive: Implemented a "No Customer Left Behind" philosophy; maintained daily touchpoints during multi-day engineering fixes to ensure users felt prioritized.
Technical Liaison & Bug Diagnostics
Authored high-fidelity Jira tickets (including OS/App versions and county-level data grabs) to accelerate resolution times.
Deep Dive: Dramatically reduced the feedback loop by performing initial log analysis and system testing before engineering escalation.
Geospatial Data Validation
Performed forensic audits of parcel line projections and attribute metadata against primary records to identify mapping discrepancies.
Revenue & CRM Integrity
Managed complex billing lifecycles for corporate and single-user accounts, resolving payment discrepancies and performing Stripe-to-Salesforce health audits.
Operations & Customer Service
Northern Grace | Hybrid | FEB. 2016 – DEC. 2021
Strategic Impact: Architected and scaled a custom production enterprise from the ground up, synchronizing complex supply chain logistics with a high-touch, consultative client experience. Managed the full operational lifecycle—ensuring 99% order accuracy and 100% data integrity across all channels.
Developed a standardized client intake process to translate highly subjective custom visions into precise technical production specs.
Deep Dive: Leveraged active listening to build deep relationships, allowing for personalized product results that increased customer loyalty.
Customer Data Governance & CRM Management
Managed a comprehensive database of customer profiles, including contact information, multi-year order history, and fulfillment logistics.
Agile Operations & Supply Chain
Managed the full procurement cycle for specialized raw materials; optimized stock levels to eliminate production bottlenecks and reduce material waste.
Lifecycle Production & Fulfillment Logistics
Architected rigorous QC and shipping workflows (multi-carrier logistics), ensuring 99% order accuracy during peak seasonal periods.
Brand Growth & Digital Engagement
Leveraged multi-channel social media strategies to synchronize production updates with marketing goals and organic lead generation.
Strategic Projects & Operational Initiatives
Enterprise Platform Migration & Systems Integration
ReportAll USA |
Project Case Study
Context & Goal:
The "Parlay 2.0" enterprise tier was managed via a legacy Excel-based system, requiring manual provisioning for every user addition or removal. The goal was to migrate 150+ corporate accounts to a new self-serve UI, eliminating operational bottlenecks.
The Process:
• Data Audit: Cross-referenced legacy spreadsheets with Salesforce records.
• Strategic Outreach: Developed custom communication funnels tailored to account renewal dates.
• Technical Consulting: Facilitated virtual demos for enterprise admins to address "change fatigue."
• Risk Management: Identified non-responsive "stragglers" and implemented a proactive follow-up cadence.
The Solution:
Executed a zero-downtime, manual backend migration for every confirmed user seat. Transitioned the company from a "heavy-lifting" service model to a modern SaaS self-serve architecture.
The Outcome:
• Net-Positive Revenue Retention: Account value grew as clients identified needs for additional seats.
• Operational Scalability: Reduced manual admin overhead by nearly 100% for migrated accounts.
API Infrastructure Audit & Contractual Data Synchronization
ReportAll USA | Technical SME & Operations |
Project Case Study
Context & Goal:
API and Featured Service accounts were historically tracked across disparate spreadsheets. The goal was to perform a comprehensive audit, synchronize data with Salesforce, and establish a centralized contract filing system.
The Process:
• Cross-System Verification: Mapped API user keys and tiered pricing models to active Salesforce records.
• CRM Data Enrichment: Identified multi-product usage to ensure services were accurately reflected in the CRM.
• Stakeholder Alignment: Verified POCs for Sales and corrected renewal dates to prevent billing lapses.
The Solution:
Developed an internal "Source of Truth" to facilitate the Salesforce update and engineered a standardized filing system for multi-product contracts.
The Outcome:
• 100% Data Accuracy: Audited and synchronized all API account details with zero errors.
• Cross-Functional Accessibility: Created an infrastructure utilized by executive leadership to reduce retrieval time.
Financial Systems Synchronization & Revenue Integrity Audit
ReportAll USA | Operations & Billing
Project Case Study
Context & Goal:
The QuickBooks environment contained years of "paused" invoices and outdated metadata. The goal was a top-to-bottom audit to eliminate clutter and ensure 100% tax and contact compliance.
The Process:
• Revenue Forensic Audit: Vetted hundreds of invoices by cross-referencing the platform, Salesforce, and Service Cloud logs.
• Data Cleansing: Executed a massive cleanup of the QuickBooks database, archiving decommissioned accounts.
• Compliance Update: Audited and applied correct tax formulas for state-level compliance.
The Solution:
Transformed QuickBooks from a legacy database into a streamlined financial tool, creating a unified billing workflow that eliminated manual guesswork.
The Outcome:
• Zero-Error Billing Environment: Sanitized the pipeline so only verified accounts remained in the cycle.
• Executive Visibility: Provided leadership with a clean snapshot of true recurring revenue.
Payment Gateway Optimization & Revenue Assurance
ReportAll USA | Operations & Billing
Project Case Study
Context & Goal:
Stripe had a backlog of failed transactions and duplicate profiles. The goal was to prevent double-billing, reduce chargeback risks, and recover stalled revenue.
The Process:
• Subscription Reconciliation: Conducted a line-by-line audit to isolate duplicate corporate and individual subscriptions.
• Failure Remediation: Investigated "failed" statuses and cleared the backlog to reflect accurate revenue.
• Proactive VIP Outreach: Established an auditing cadence to contact administrators regarding expiring payment methods.
The Solution:
Established a recurring SOP for failed payments, creating a frictionless environment that protected the client experience.
The Outcome:
• Involuntary Churn Prevention: Eliminated service interruptions for enterprise clients by managing expired payments proactively.
• Revenue Clarity: Provided leadership with a highly accurate dashboard of true recurring revenue.
Continuous Learning & Certifications
PROFESSIONAL EVOLUTION
Skills Acquisition & Industry AI Integration
Current Focus
• Salesforce Design: Mastering architectural standards for scalable CRM environments and Account Management workflows.
• Generative AI for Customer Success: Implementing AI-driven strategies to enhance client retention and proactive support cycles.
• Google AI Essentials: Developing foundational mastery of AI tools to optimize operational productivity.
"My approach to professional growth is driven by the immediate needs of the systems I manage. I prioritize hands-on mastery of the tools—from legacy databases to Generative AI—that secure revenue and streamline client experiences."
