Customer Success · Account Management · Client Retention · CX · Sales · Collections
Relationship Strategist
I unravel tickets to open lasting relationships.
I connect the customer's immediate concern with the company's long-term relationship: listen closely, reach the root cause and follow through. Eight years across support and sales, one-call resolutions, and performance ranked #1 regionally and #3 nationally ground that approach. I make people glad they called — and give them a reason to stay.
Regional performance standing, Dish Network Christiansburg
National standing across all Dish Network centers
Customer satisfaction upheld in every position
Spanning technical support, retention, sales and insurance
Each day is a brand new opportunity to make the day of each person you speak to!
This is how I show up every day!
Relationship strategy
Trust is the strategy. Mutual benefit is the goal.
My mission is to enrich the experiences of those I serve through informed support, trusted counsel and client-centered solutions, fostering favorable outcomes, resilient relationships and lasting prosperity for customers and organizations alike.
Core belief
The innate belief that each and every interaction must result in a positive outcome for both the customer and the company in order to build relationships that will last for lifetimes and generations.
I am devoted to the discipline of continuous improvement: every conversation, process and outcome is an occasion to hone my craft and elevate the exchange that follows.
I also hold that to hire someone is to teach that person to fish, and thereby to nourish them in manifold ways. An employer imparts vocational and life skills while enriching the lifestyle, wellbeing and contentment of that person's family and of their entire community.
Read all my core beliefs →The highlight reel
Moments that made me
The year I outranked everyone
At Dish Network's Christiansburg center I finished first in the region and third in the nation — not by rushing callers off the line, but by being the one who actually resolved why they called.
The climb
I entered as a TSR I, earned TSR II, then tested into the TSR III tier — the rank reserved for the calls nobody else could close.
The transformation
Pounds shed through quarterly goals set and kept for years. The discipline I turned on myself is the discipline I now turn on your accounts.
The detour that wasn't
A millwright apprenticeship taught me to draw true forms out of raw stock — and taught me that what I love most was never the metal. It was the people.
Values in action
What I offer beyond a job description
Human growth & development
I have orchestrated my own enduring transformation: shedding more than 100 pounds, earning an A.A.S. in Agricultural Business Management and caring for homebound elders. I extend that same patience and intentionality to nurturing the potential of clients and colleagues.
Financial growth & stability
At HSN and Liberty Medical, my commission checks routinely cleared the average — because honest needs discovery sells twice: once today, and again when the customer comes back. Exemplary service shields a client's livelihood and fortifies an organization's revenue.
Self-discipline
I fulfilled quarterly objectives with a disability-support foundation and completed both a welding trade diploma and a union millwright apprenticeship, evidence of steadfast execution and dependable follow-through.
Self-initiative
At Dish Network I started at TSR I. Then TSR II. Then I tested into the tier reserved for calls nobody else could close. I own every concern until it is resolved or escalated through the proper channels.
Creativity
My apprenticeship in metallurgy and fabrication, and in the arts, taught me to meet problems with both precision and imagination, honoring the fact that every situation merits a considered, bespoke remedy.
Universal faith-based belief system
My faith manifests as service, integrity and reverence for every individual, irrespective of creed. I have embodied it through my church and by providing food security.
Green business & sustainability
I believe in green business. Each investment we make in refining our processes to diminish our harm to Mother Earth enriches our children's future, a conviction deepened by my studies in agricultural business and process optimization.
Impact beyond metrics
Contributions no spreadsheet fully captures
Trust cultivated where no ledger was kept
The homebound elders I assisted depended on me faithfully, week upon week. Loyalty is not merely a dashboard statistic; it is a person's conscious decision to entrust their wellbeing to you.
Diligence that safeguarded others' work
At Allstate, scrupulous defect documentation curtailed recurring software failures for insurance agents, freeing them to attend to their own clientele without interruption.
Rapport that inspired return patronage
At HSN, callers asked for me by name. At Liberty Medical, one careful needs-discovery conversation became a second purchase, then a third — customers returning because the first one fit.
Leadership by example
Peers witnessed constancy, composed de-escalation and accountability, an influence that uplifts a team long before any formal title is conferred.
Camaraderie & communal care
I also bring camaraderie and a sense of communal awareness and care to my teams. A team that looks after one another looks after the customer.
Remote-work readiness
Equipped to deliver from day one
Proven remote performer
Sold for HSN from home (2010–2011), keeping customer satisfaction above 4.5/5 and earning above-average commission.
Quiet, dedicated office
A private home office reserved for work, free of background noise and interruptions.
Hardwired high-speed internet
Cable broadband wired directly to my workstation for stable, clear calls and reliable system access.
Remote or light hybrid
Fully remote, or hybrid with occasional (monthly) travel.
For recruiters
Forthright answers to the questions you're weighing
Path
Experience & education
Inbound Sales Agent
HSN · Remote / Roanoke, VA
2010–2011
Outbound Phone Sales Agent
Liberty Medical · Roanoke, VA
2010
Technical Support Analyst
Allstate via Kelly Services · Roanoke, VA
2009–2010
Sales & Retail Merchandising Associate
Toys “R” Us · Roanoke, VA
2006
Technical Support Rep I & II
Dish Network · Christiansburg, VA
2005–2007
Independent B2B Sales Agent
Aflac · Roanoke, VA
2005
Union Apprentice Millwright
Burt Crane, Arnoff & Adirondack Mechanical · Albany, NY
2013–2014
A.A.S. Agricultural Business Management
SUNY Cobleskill · Cobleskill, NY
2015–2026
Personal Development, Community Service & Wellness
Schoharie County, NY
2015–2026
SUNY Cobleskill, A.A.S. Agricultural Business Management — coursework in accounting, marketing, process optimization and sales · Modern Welding School, Trade Diploma & Welding Certification · OSHA 10 training · Virginia Tech, Agricultural Economics coursework · Former VA & NY Life & Health license holder
Core skills
- Customer Success
- Account Management
- Retention & Renewals
- Upselling & Cross-Selling
- Consultative Sales
- B2B Relationship Development
- De-escalation
- Complaint Resolution
- Root-Cause Analysis
- First-Call Resolution
- Escalation Management
- Ticket Management
- SLA-Driven Support
- Email & Chat Support
- CRM Documentation
- Proactive Outreach
- Needs Discovery
- Product Education
- Cross-Functional Collaboration
For hiring teams
Hiring for customer support? Bring a relationship strategist to the conversation.
For customer support, customer success or sales, I bring the same purpose: resolve the concern, earn the trust and build a relationship worth keeping. Let's discuss your team's opportunity.
Discuss an opportunityContact
Let's start a conversation
Organizations flourish when clients stay, deepen their commitment and become advocates. Share a brief note and I will reply personally.
Schoharie County, NY · Open to remote roles, or hybrid with occasional (monthly) travel