Reclaim Hosting
DIRECTOR OF OPERATIONS
Remote | 2019 – 2023
I wore many hats in my role as Director of Operations for a small, higher ed web hosting company. These responsibilities include overseeing daily activities for internal teams and ensuring that the company is actively working towards long-term business objectives. I established guidelines to mitigate business and IT security risks, and I helped assess feasibility of new product updates based on staffing and financial resources. I wrote SOPs, ran internal professional development, and onboarded team members to comply with internal workflows and performance metrics.
I was the point of escalation for company-wide projects, employee, and customer matters to strengthen client relationships and clear obstacles. Reclaim Hosting is fully remote company, so fostering an engaged and collaborative working environment that encourages employee growth, happiness and healthy work/life balance was a top priority for me.
Lastly, I kept an eye on overall branding for the company to ensure that language/experience was consistent with larger mission. This included drafting public announcements, keeping high standards for customer support experience, and leading national conferences for colleges and universities to connect around digital web tools and trends in higher ed. I also quite enjoyed maintaining the design and layout of the main company website, reclaimhosting.com.
ACCOUNT MANAGER
Remote | 2018 – 2019
Created new business development strategies to generate sales leads and expand prospect understanding of the company. Developed sales pipeline and integrated CRM software to monitor sales progress, client history, and boost company revenue. Launched new service offering that increased revenue by $82.5K.
Secured high-value accounts through consultative selling, effective customer solutions, and polished workshops. Successfully managed 65% of all high-value contract accounts (159 of 250) including Dartmouth College, Princeton University, and Georgetown University.
Tracked emerging trends and suggested enhancements to both challenge and refine company's product offerings. Developed engaging training and onboarding materials for customers, products, and services.
OPERATIONS MANAGER
Fredericksburg, VA | 2015 – 2018
As the first hired employee, my role was integral in defining internal procedures as the startup company evolved. I established key workflows, outlined the scope of new positions, and onboarded initial personnel.
I worked to translate the ideas of company owners into achievable action plans, and helped devise best sales and support practices, define performance metrics, and grow initial customer base. I conceptualized and designed company website, and researched foundational tools for banking, insurance, project management, HR policies, and customer support.
I also sat firmly in customer support wherein I learned technical troubleshooting skills in cPanel and LAMP server environments, as well as popular applications like WordPress, Omeka and Drupal.
