** PROFESSIONAL SUMMARY **
Graduated from the University of Texas at Austin with a Bachelor of Science in Biomedical Engineering. Extensive experience in Team Management and Liaison Between the Technical Team, Staff, and Customers. Considerable success developing new systems to increase automation, sales, and customer retention, building high-performance teams, and increasing productivity through successful interpretation and conveying customer/staff needs with the technical team. Work also included new business generation, development/programming, and sales management/marketing. Key skills include:
Technical Training
Programming/Development
Database Development/Management
Research and Design
Software Development
Leadership Development
Fostering Communication
Employee Training, Oversite, and Evaluation
Business Start-Ups
Conflict Resolution
Joint-Venture Management
Google (Web) Analytics
Consulting
E-Commerce
Client Relationship Management
Client and Affiliate Acquisition
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** KEY ACCOMPLISHMENTS **
Increased customer base by 97%, which resulted in an increase in profits by 15%. Redesigned the interface for both the staff and customers of the Simply Speaking, Inc. family of services and added new functionality that helped increase automation and reduce redundancy.
Served as liaison between customers, staff, and technical team to foster fluid communication and improve user-experience which decreased customer support issues by 85% and increased employee productivity by 235%. At Simply Speaking, Inc., worked directly with customers and staff to troubleshoot technical problems and interpret new functionality requests in order to relay the implementation changes and enhancements to the technical team, and visa-versa. New functionality for employees 1) reduced, and in some instances eliminated, specific tasks implemented by employees and 2) provided employees information necessary to predict clients’ needs and proactively offer assistance.
Utilized Google Analytics and A/B testing to determine most effective options. Used Google Analytics and tagging to label multiple versions of pages for Simply Speaking, Inc. to determine which resulted in the best user experience (i.e. longer page-views, more click-throughs, and more purchases). Results increased customer retention, customer conversion rates, and profits.
Supported and worked with an online community. The Simply Speaking, Inc. family of services are all online-based communities designed to help experts market themselves and grow their businesses. As Director of Technology Operations, part of the role involved fostering that community through various types of customer support and improving the user experience through simplification, automation, and interface design.
Worked in a highly collaborative team environment in multiple industries. For the grass-roots marketing endeavors at the Syndicate, worked with their team to train and deploy multiple marketing teams. In a clinical setting as part of the National Alliance of Research Associates Programs, was part of the team that created and brought the entire research associates program to UMC Brackenridge. At Simply Speaking, Inc. collaborated on all development and business decisions.
Engineered a novel start-up service. Designed the My Lead Guru system (database infrastructure, functionality, interface, administrative side, user experience, and email parsing system).
Developed and implemented recruiting, training, mentoring, and evaluation programs for two different industries. Established the personnel program for a clinical research setting at Seton UMC Brackenridge and successfully recruited, trained, mentored, and evaluated 30 staff members. Oversaw the personnel program for the grass-roots marketing efforts during the SXSW Festival for The Syndicate and successfully trained, mentored, and evaluated 121 staff members. Both programs included developing emerging leaders.
Authored two publications based on research. Discovered a novel mathematical analysis and measurement used in cutting-edge research at the National Institutes of Health that was published as a part of the laboratory’s findings at conferences and in journals.
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** CAREER EXPERIENCE **
Texas General Land Office 10/2014 - 12/2014
Website Administrator
Developed and maintained the intranet and external internet for the Texas General Land Office. Developed novel user interfaces for the various divisions under the Land Office and for the Western States Land Commissioners Association (WSLCA).
Simply Speaking, Inc. 05/2011 - 08/2014
CTO/Director of Technology Operations
Developed and maintained five, multi-database driven services. Innovated and designed new functionality, enhancements, and user interface based on customer feedback and new technology to maintain a competitive edge. Facilitated all customer technical support. Engineering a new service to add to the family of services and led the marketing of the start-up. Optimized all processes, reducing redundancy and latency. Implemented new security measures for servers and accounts. Researched, designed, and executed effective marketing campaigns. Collaborated on and maintained joint-ventures and the full affiliate program. Consulted with customers. Part of the executive team that made overall business decisions.
National Alliance of Research Associate Programs 05/2011 - 07/2012
Chief Research Associate
Was part of the team that coordinated the first program t...
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