Operations Leader | Directing sales strategy, change management, and process imp

Posted on: 2023-03-13

Executive Summary

Operations leader with 10+ years of experience directing sales strategy and driving change management and process improvement efforts for mission-driven organizations. Committed team builder, results-driven project manager, and trusted mentor, supporting sustainable growth at tech start-ups, nonprofits, and educational institutions.

Professional Experience

Operations Consultant

Remote | February 2023 – Present

Consultant to nonprofits, including creating CRM and sales process for platform using TV broadcast signals to send data in remote areas, supporting growth into K-12, incarceration education, and public health spaces.

Director of Programs & Operations | Squash Haven

New Haven, CT | 2022 – 2023

Head of operations and squash programming for nonprofit (~$1.2M annual revenue) providing 160+ low-income, underrepresented youth with academic, athletic, and career & college readiness support each year.

• Directed all strategic programming (i.e., community engagement, health & wellness, academic support, squash); oversaw scheduling, program compliance, and staff & family communications.
• Led Salesforce integration of donor, volunteer, student, and alumni data; established single source of truth, designed dashboards, and set KPIs (e.g., college placement, retention rate by ethnicity and race).
• Managed 2 assistant coaches and oversaw professional development of Youth@Work participants.

Sales Operations Manager | Veoci

New Haven, CT | 2019 – 2022

Hired as first sales operations employee at leading emergency management SaaS start-up, working with Fortune 500 companies, municipal governments, and top 100 state and private universities. Reported to VP of Sales.

Sales Leadership

• Increased yearly recurring revenue (YRR) from 45% of ACV to 75% over 3 years; helped close $10M revenue with ~$9M in YRR in 2020 and $14.5M with $12.4M in YRR in 2021.
• Presented quarterly to Board on sales strategy, team planning, sales leads, and financial forecasts.
• Managed strategic initiatives of 22-member SaaS sales team, including account executives, business development reps, customer service reps, data analysts, and operations professionals.
• Served as interim head of higher education, leading product strategy and managing 3-member team.

Team Building & Go-to-Market Strategy

• Set sales strategy across all 7 business verticals: led monthly strategy sessions with vertical heads and coordinated go-to-market plan across marketing, sales, and customer service teams.
• Drove creation of and managed outsourced sales and data teams; led vendor negotiations and stood up new sales training department, helping drive ~75% increase in lead generation.

Change Management & Process Development

• Rebuilt CRM to track sales journey from first touchpoint through 12- to 18-month sales cycle on simple dashboard; oversaw data transfer of 60K+ organizations, 80K+ contracts, and 500K+ workflows.
• Oversaw purchase, customization, and user adoption of sales software (e.g., Act-On, Salesloft, Vidyard).
• Built solutions and workflows that streamlined financial reporting and commission calculations, saving 60-80 hours/quarter.
• Automated forecasting of sales leads and growth goals with ~90% accuracy.

Assistant Squash Coach | LifeTime Fitness

Harrison, NY | 2018 – 2019

Created dedicated squash program for members, helping increase department’s revenue by 50% in 1st month.

Co-founder & Director | Bulldog Coaches

New Haven, CT | 2017 – 2018

Advised middle and high school student athletes, helping place them at Stanford, Navy, Cornell, Penn, and Trinity. Launched program to develop students’ academic, athletic, and life skills prior to athletic recruitment.

Owner & Director | Elm City Squash

New Haven, CT | 2011 – 2017

Hosted youth squash academy at Yale University, building program into largest camp in the U.S. (2015 – 2017).

• Grew camp enrollment by 200%+ in 5 years and achieved 40% returning camper rate.
• Oversaw 50+ staff every summer and directed camp operations, including website development, budget management, NCAA and state/federal compliance, marketing, communications, logistics, and educational materials (e.g., educational videos, online coach feedback).

Associate Head Coach, Men’s and Women’s Squash | Yale University

New Haven, CT | 2008 – 2017

After joining as an assistant squash coach, promoted in 2012 to support Head Coach Dave Talbott.

• Coached teams to 2 national championships and 4 Ivy League championships, including first men’s national team championships in 27 years.
• Coordinated facility upgrades, including installation of $275K+ video system and $1.5M+ air conditioning system, conversion to sustainable LED lighting, and design of new entryway to Brady Squash Center.
• Managed squash budget and oversaw scheduling, equipment inventory, and NCAA compliance.

Head Squash Coach | Mount Holyoke College

South Hadley, MA | 2004 – 2008

Rebuilt program, taking team from #26 in U.S. to #11 in 4 seasons. 2008 Recipient of Clarence C. Chafee Award, given to coach whose team has demonstrated the qualities of competitiveness and court demeanor.

Education

Cornell University

Performance Leadership Certificate (online program), 2019

Smith College

Master of Sport and Exercise Studies (M.S.), with a concentration in Pedagogy, 2008

Trinity College

Bachelor of Science in Psychology (B.S.), with honors, May 2004

• 4-time All-American in Squash; member of National Championship squash team (2002, 2003).

Community Leadership

Meetup Organizer | LGBTQ+ Meetup | 2023 – Present

Member, School Governance and Equity Council | West Woods Elementary School | 2022 – Present

Member, Treasurer & Chair, Team Rankings Committee | College Squash Association (CSA) | 2005 – 2017

Chair & Instructor, Coaching Certification Panel | US Squash | 2008 – 2015

Personal

Former member and captain of Zimbabwe’s Junior National Squash Team. Proud single parent to son, 7.