Wesley Dolan
Lewisville,TX
Summary
Metric and process design driven operations and customer success leader. Reputation of quickly building departments from the ground up or "righting the ship" of an existing team while driving quick growth. Excels at process design and process improvement. History of maintaining high team morale and growing future leaders through coaching, accountability, and recognition. Flourished through the start-up life cycle through acquisition and integration into LegalZoom.com.
Overview
7
7
years of professional experience
Work History
Head of Regsitered Agent & Virtual Address
Bizee.com
12.2023 - Current
- Lead and designed organizational scaling across all 50 states + Washington D.C.
- Lead and implemented qualitative and quantifiable goals and metrics for the department centered around "Objective and Key Results."
- Lead efforts in cooperation with customer success and development teams to implement new processes leveraging both AI and general automation technology to both improve efficiency operationally but improve user experience for our subscribers.
- Oversaw the complete rebuild of network of offices across the United States to incorporate a Hub and Spoke model to eliminate bottlenecks and improve throughput.
Product Owner, Registered Agent & Virtual Address
Bizee.com
01.2023 - 11.2023
- Responsible for fulfillment, staffing, compliance, subscription health, and customer satisfaction related to Registered Agent and Virtual Address subscriptions.
- Reduced time to scan for registered agent and virtual address mail from a 3 week average to 3 day average by leveraging Lean Six Sigma methodology for process design and improvement.
- Designed and implemented numerous new processes to increase transparency of operations for the customer service team as well as increase visibility of employee performance.
- Responsible for over 60 million dollars of annual subscription revenue.
- In first 6 months of employment reduced annual reoccurring operating expenses by over 4 million dollars through the elimination of unnecessary processes and vendors.
- Negotiated a shipping cost decrease of 35% with FedEx resulting an immediate savings of 60 thousand dollars annually.
- Within the first 7 months of employment, helped increase the count of new virtual address subscribers from 2,000 to nearly 6,000 monthly by more than doubling the amount of jurisdictions offered.
- Acquired commercial real estate and employees across 24 states.
- Achieved 0 employee turnover in a department that had historically high turnover rate.
- Lead a department headcount increase from 3 to over 30 in 9 months.
- Oversaw the corporate compliance for all 50 states including Washington D.C. with 0 penalties.
Head of Customer Success
Breakout Experiences, Inc.
08.2022 - 01.2023
- Introduced KPIs and OKRs to the Customer Success department.
- Mapped out the customer life cycle including onboarding using process maps and value stream mapping.
- Identified and introduced strategic improvements to the customer experience.
- Created Customer Health metrics based on clients' activity with our service.
- Introduced NPS survey and automated the survey.
- Monitored KPIs and developed actionable insights to improve efficiency and performance.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Senior Manager, Service & Operations
LegalZoom.com (Legalinc)
01.2021 - 08.2022
- Assisted in the increase subscription renewal rates from 50 to 70%, decreased late order count by 25%, supported 52% order growth YoY, and reduced labor costs by 23% increasing overall margin by 11%.
- Increased throughput of operations team by 35% in first 10 months by introducing independence, eliminating "check-with-me" bottlenecks, and accountability.
- Mapped out and designed the operations fulfillment process for both filings and registered agent services.
- Contributed to the merging of Registered Agent mail and Virtual mail at Legalzoom through its acquisition of Earth Class Mail.
- Introduced department-wide metric to measure throughput, accuracy, and individual performance allowing metric driven accountability and efficient resource scaling.
- Achieved 70+ NPS Score and 80% CES (Customer Effort Score).
- Regularly partnered with the product team, marketing team, sales team, account management teams, and developer team on various projects, enhancements, and maintenance tasks.
- Built out and maintained Service CSM in HubSpot and ZenDesk.
Manager, Customer Success
Legalinc Corporate Services, Inc
06.2019 - 01.2021
- Maintained a 50% YoY average account growth with the account management team and a 36% YoY average account growth on smaller accounts managed by the Customer Success Team.
- Consistently achieved a NPS score of 70+.
- Directed staff of 8 personnel and managed budget totaling $502,000 annually.
- Set and update Key Performance Indicators throughout the year.
- Develop new methods to acquire client feedback and other quantifiable review scores.
- Monitor and analyze customer's usage of our product and push bugs and new product offerings to the development teams.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Customer Success Account Management Lead
Legalinc Corporate Services, Inc.
01.2019 - 06.2019
Account Manager
Legalinc Corporate Services, Inc.
04.2017 - 01.2019
Education
Lean Six Sigma Green Belt -
Simpliearn
Online11.2020
Lean Management Certification - Lean Six-Sigma
Simplilearn
Online09.2020
Bachelor of Arts - Political Science
Texas A&M University, College Station
College Station, TX05.2015
Timeline
Head of Regsitered Agent & Virtual Address
Bizee.com
12.2023 - Current
Product Owner, Registered Agent & Virtual Address
Bizee.com
01.2023 - 11.2023
Head of Customer Success
Breakout Experiences, Inc.
08.2022 - 01.2023
Senior Manager, Service & Operations
LegalZoom.com (Legalinc)
01.2021 - 08.2022
Manager, Customer Success
Legalinc Corporate Services, Inc
06.2019 - 01.2021
Customer Success Account Management Lead
Legalinc Corporate Services, Inc.
01.2019 - 06.2019
Account Manager
Legalinc Corporate Services, Inc.
04.2017 - 01.2019
Lean Six Sigma Green Belt -
Simpliearn
Lean Management Certification - Lean Six-Sigma
Simplilearn
Bachelor of Arts - Political Science
Texas A&M University, College Station
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