Management
Manager, Customer Success
BrainTap, Inc • 2017 – Present
Strategic Leadership & Operations
- Lead Customer Success operations, delivering KPIs and strategic recommendations directly to executive leadership
- Drive initiatives to improve customer experience, retention, and referrals across all touchpoints
- Collaborate with leadership to design job descriptions and scale Customer Success function in alignment with company goals
Systems & Infrastructure
- Built and optimized customer support infrastructure in HubSpot, including pipelines, workflows, chatbots, SLAs, dashboards, knowledge base, and feedback surveys (CSAT, NPS)
- Administered system access and permissions in HubSpot, Infusionsoft, Oscommerce, Post Affiliate Pro, Zoom, and Confluence, ensuring cross-team alignment
- Developed and enforced SOPs to streamline workflows, reduce resolution times, and enhance service quality across call, email, and chat channels
Team Management & Training
- Trained, coached, and upskilled customer success teams, including international call center operations
- Implemented HubSpot certifications and ongoing development programs for team excellence
- Created training videos and documentation for internal teams and external customers to drive adoption and troubleshooting success
Client Relations & Business Development
- Partnered with healthcare professionals and affiliates to deliver onboarding, training, and ROI-driven implementation of BrainTap technologies
- Managed affiliate program operations, ensuring accurate commissions, campaign execution, and close collaboration with marketing
- Oversaw customer invoicing, refunds, and payments across Authorize.net, PayPal, and Stripe, maintaining accuracy and satisfaction
Key Achievements
- Streamlined workflows and automations, resulting in improved SLA adherence, faster issue resolution, and stronger customer retention
- Established scalable support systems and feedback loops that elevated customer satisfaction scores and strengthened product improvement cycles
- Successfully managed global communications and partnerships, ensuring consistent, high-quality service across diverse markets
Personal Projects
Unreal Engine
Video Production
•Creating 3D landscapes and cinematic productions, setup camera and cinematics using sequencer
•Advanced rendering techniques and post-processing workflows
Tools & Software
Customer Relationship Management
Hubspot, Infusionsoft(Advanced)
OSCommerce(Expert)
Drift Chat(Advanced)
Payment Processing & E-commerce
Stripe, Paypal, Payment Processors(Advanced)
Lead Dyno, Post Affiliate Pro(Intermediate)
Google Play, Apple App Store(Advanced)
Project Management & Communication
Asana, Click Up(Advanced)
Slack, Microsoft Teams(Advanced)
Zoom, Talk Desk(Advanced)
Calendly(Advanced)
JIRA, Confluence, Bitbucket(Beginner)
Atlassian Tools(Beginner)
Development & Technical Tools
Visual Studio Code(Intermediate)
Git, Github, Source Control(Intermediate)
Wordpress(Intermediate)
AWS Management Console(Intermediate)
Creative & Media Production
Unreal Engine Animation Pipeline(Intermediate)
Ableton Live 11 Suite(Advanced)
Google Services, Adobe Services(Intermediate)
Stable Diffusion AI Pipeline(Beginner)
Business & Administrative
BrainTap Products(Expert)
Tradeshow efficiency(Expert)
Microsoft Suite Products(Advanced)
Gusto, ADP(Advanced)