Sr Account Manager MSP

• Drove a 3,650% increase in MRR by expanding the MSP partner base from 100 to 750 in a single quarter and growing user adoption per account from 10 to 50, resulting in an increase from $5K to $187.5K in monthly recurring revenue.

• Orchestrated rapid scale-up of the MSP channel program—grew total active user base from 1,000 to 37,500 and expanded ARR trajectory by over half a million dollars within Q1 through partner acquisition and user growth initiatives.

• Averaged 7 net new partner onboarding sessions per business day, maintaining quality standards while onboarding over 400 partners in Q1 alone.

• Initiated and developed a strategic partnership with Acronis, driving integration alignment between 1Password’s EPM platform and leading cybersecurity solutions.

• Conducted weekly partner cohort sessions with Marketing, Product Development, Support, and Sales to align cross-functional strategy and refine go-to-market initiatives based on real-time partner feedback.

• Delivered quarterly business reviews and executive engagement touchpoints, aligning partner success outcomes with stakeholder goals.

Senior Vendor Solutions Strategist

• Directed partner strategy across the ConnectWise ecosystem, supporting a 37.5% YoY revenue increase in 2024.

• Supported $11.44M in 2024 revenue by aligning enablement efforts with vendor initiatives and sales pipeline management strategy.

• Led vendor onboarding, product training, and risk mitigation to support GTM readiness and compliance.

• Authored documentation, technical guides, and internal training content to elevate cross-team performance.

• Resolved partner channel conflicts, optimized pricing models, and enhanced product integration workflows

Merchant Services, Sr. Chargebacks Specialist

Served as an organizational liaison, problem solver, and solution manager, delivering oversight and resolution to debit and credit chargebacks and authorizations. Partnered with internal and external stakeholders to resolve to merchant inquiries.

• Against stringent timeline, resolved chargeback cases and eliminate the risk of financial liability and reputational risk for the business and company.

• Managed access to payment brand portals for credit and debit chargebacks; monitored case status in real-time for Visa, MasterCard, American Express, Discover, and minor payment brands.

• Liaised with various internal departments regularly, including Account Management, IT, Accounting, Product & Project Management, Leadership & Development, and Help Desk.

• Leveraged complex decision-making to audit Chargeback reason codes, review specific regulations, and research errors such as duplicate, voided, partial, or incomplete statuses on various systems.

• Engaged in the prior authorization process, receiving prior authorizations from vendors, and complete verification of vendor transactions; render decisions on who retains the account credit.

AppleCare IOS/MacOS Sr Specialist

Demonstrated extensive knowledge in the products and services offered by Apple to provide consumers with complete solutions which boosted overall customer service goals, improve technical support metrics, and satisfied clients

• Against stringent timeline, resolve chargeback cases and eliminate the risk of financial liability and reputational risk for the business and company.

• Developed internal team members, included training, coaching, mentoring, scheduling, interviewing, QDR’s, meetings, leading and motivating, issue resolution, and conflict resolution.

• Applied contact center management tools, processes, procedures, and performance metrics and managed troubleshooting and repair projects through the full lifecycle.

• Accountable for a broad range of KPI’s (AHT, ACW, Adherence, CSAT, DSAT, Quality) and maintained and updated content and tables in collaboration with authors and managers.

• Recognized for efforts and success with the award for best Customer Satisfaction Results (CSAT) and best Standard General Training (SGT) completion rate.

• Held numerous secondary responsibilities, including serving as a Beats Tier I and II Advisor, iCloud Account Security Specialist, and IOS Tier II Advisor.