Professional Summary

Successfully led and mentored a talented finance team while adeptly navigating multiple data sources to effectively communicate financial reports and business insights.

• Managed and stabilized P&L during the challenging pandemic period, implementing strategic measures to mitigate the impact of revenue decline caused by widespread restaurant closures. Through skillful contract renegotiations with vendors, successfully generated savings of $100k in 2021 and $200k in 2022.

• Conducted comprehensive evaluations of financial statements and provided insightful analysis.

• Collaborated closely with franchisees following the acquisition of MrDelivery to develop and implement a streamlined billing, payments, and reporting model that effectively addressed the unique needs and requirements of the franchise ecosystem.

• Designed new workflows for compliance with evolving state regulations resulting from the Wayfair Act.

• Played a key role in successful acquisitions and integration of new businesses.

• Developed and deployed a highly effective strategic plan that resulted in a $120k per month improvement in markets facing order commission caps imposed by local authorities.
   

Oversaw the processing of statements and payments for a diverse portfolio of over 15,000 merchants, vendors, franchisees, and API partners, facilitating weekly transfers totaling $5MM. Ensured accurate and timely financial transactions, fostering strong relationships and trust with stakeholders while maintaining strict financial controls.

• Developed and executed a highly successful merchant advertising model, driving a significant 10% increase in gross revenue. Led comprehensive training sessions for the sales team to effectively promote and sell the advertising services, resulting in substantial revenue growth and enhanced client relationships.

• Established standard operating procedures for Billing and Accounts Payable teams.

• Formulated and deployed a robust system to enhance transaction security and prevent fraudulent purchases made with stolen credit cards, resulting in a remarkable chargeback to transaction ratio of 39 basis points. By releasing this system, we effectively mitigated financial risks and safeguarded the integrity of customer transactions, ensuring a seamless and secure user experience.

• Led the transition to NetSuite, ensuring a seamless execution as the business began scaling.

• Oversaw and coordinated the annual 1099K reporting and transmittal process, ensuring compliance with IRS regulations and accurate submission of required tax documents.

• Supported the COO and Finance Director in preparing financial reports.
   

Primarily focused on ensuring customer satisfaction in a two-sided marketplace by empowering and guiding agents to provide prompt and effective solutions to address concerns at all stages of the ordering process.

• Leveraged order data and buyer behavior analysis to generate valuable recommendations for merchants, enabling them to enhance their offerings and optimize customer satisfaction. Developed data-driven tools and strategies to improve customer service and support, resulting in an enhanced overall customer experience.

• Developed and carried out a comprehensive customer service training program.

• Maintained open communication with customers to gather feedback and address concerns.

• Managed a large team of customer service agents and established performance metrics.

• Applied new technologies and tools to streamline operations.

Dedicated to delivering prompt and satisfactory solutions to customers.

• Recognized for exceptional problem-solving abilities and unwavering commitment to delivering exceptional customer service, leading to a rapid promotion.

• Monitored and resolved end-user checkout issues in a timely manner.

• Managed live merchant inventory and maintained up-to-date information.

• Provided excellent customer service and follow-up support.