My résumé says I’m a Customer Experience & Operations Leader, but I’m much more. I’m a process improver, a “What if we…” thinker, a team nurturer, an explorer, a puzzle solver, and a community builder.

I’ve been fortunate to work for some stellar companies — The Walt Disney Company, Straumann Group, SurveyMonkey, Netflix, Gusto, Starbucks, and ClearCorrect, to name a few. I have years directing global customer & product operations in high volume, multilingual companies. I thrive on being fiscally smart, designing bespoke encounters, and fostering constant innovation that bolsters my customers, my team, and my brand. My experience ranges from FinTech, digital, software, hardware,streaming services, SaaS, MedTech, ecommerce, gaming, CAD CAM,3D printing, and more.

I believe you need great people to have a great company. My track record reflects personal investment in building a company’s reputation for excellence through service to people. I want to be a useful disruptor in the “customer experience” space, constantly driving new approaches, new ways of thinking to make the most seamless, engaging, easy experience for all.

Genuine love for a great customer experience translates well in real life – and the customers sense that honesty. It builds a trustful rapport, not just with the customer, but with the team that serves. Valuing the team, and their contributions, is key towards maintaining the very best experience. 

Specialties include: Global Customer Experience, Product Management & Launch Processes, Customer Success, CRM Integrations, Voice of Customer, Customer Acquisition & Retention, Process Improvement, Localization, Quality Assurance, Bug Management, UI/UX, Release Management, Business Intelligence, Digital Content, Marketing, Privacy & Security, and Training & Curriculum. I’m certified in COPC, Lean Methodology, Agile Methodology, and Project Management Professional – as well as Six Sigma.

Seeking to be inspired, to envision the unlikely, to work hard for things that are worth it, and to be surrounded by those who bring out the best in me. 

Fascinated by the vast “Internet of Things” universe. I love the growly voice of Tom Waits, arboretums, Hip Hop, the smell of old books, baking for others, my Fantasy Football Leagues, complex mythology stories, and songs in minor keys.

Superpowers include: developing an amazingly dedicated team, a strong fiscal track record, reading over 100 books a year, retaining loyal & happy customers, being pragmatic while maintaining a sense of wonder & discovery, and making a mean gumbo.

And that brings us to right now. 
Feel free to take a deeper look at what I’ve accomplished over the years and what I’m able to do for you.

WORK EXPERIENCE

HEAD OF CUSTOMER CARE  (OCTOBER 2021-FEBRUARY 2023)
Gusto | Denver, Colorado United States

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Financial Tech, Payroll, Health Insurance, HR, and Team tools.

• Directed 400+ agents plus outsourced teams to support customers for all payroll, tax and benefits needs, including technical, product, bug, and escalation topics.
• Streamlined advocate help process, reducing customer resolution time by 37%.
• Sponsored priority strategic initiatives: exceeded all goals: reduced handle time by 17%, improved customer to advocate ratio, and reduced costs to serve by 24%.
• Increased productivity by 28% and CSAT by 15% via new QA process.
• Revamped product launch process with result of improving resource quality, bolstering advocate expertise, and reducing time to ramp.
• Strengthened product-customer feedback loop by standardizing process with Engineering and Product to champion customer needs & reduce touch points.
• Sponsored career programs, led to 5% team satisfaction increase each quarter.
• Maximized fiscal impact via capacity planning and monthly staffing review, decreasing labor costs (vs. budget) by 47% in FY23.
• Elevated team expertise through comprehensive onboarding, upskilling, and certification programs for all levels.
• Accountable for end-to-end budget and P&L management with a sharp focus on profitability.

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HEAD OF GLOBAL DIGITAL SUPPORT  (SEPTEMBER 2019-OCTOBER 2021)
STRAUMANN GROUP | Basel, Switzerland

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VICE PRESIDENT, PROVIDER SERVICES (APRIL 2017-SEPTEMBER 2019)
CLEARCORRECT– A STRAUMANN GROUP | Austin, TX United States

• Empowered Tier I-III team to support dentists in digital products and services via omni-channel.
• Leveraged NPS data & segment analysis to optimize support process, resulting in 26% CSAT boost.
• Led NPS program delivering VoC insights and strategy recommendations for improved customer journey.
• Built chat-bot knowledge base, improved handle time by 38%.
• Implemented VIP support: resulting in improvements of 83% in resolution time and 17% in CSAT.
• Launched UX in Zendesk for Help Desk, improved response time by 240%.
• Designed curriculum & training for global teams, facilitating market expansion.
• Established performance goals and KPI for department and provided methods for reaching milestones by improving business process flows and productivity.
• Led complete P&L ownership, ensuring profitability, cost-efficiency, and financial growth for the organization.
• Provided visible company-wide leadership & become the voice of the customer.
• Championed customer pain points with Quality Control, Sales, Manufacturing, Case Receiving and Resources to drive continuous improvement.

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DIRECTOR, GUEST EXPERIENCE GLOBAL (2011 – 2016)
THE WALT DISNEY COMPANY – DISNEY INTERACTIVE | Glendale, CA UNITED STATES

• Empowered team of in house, BPO, and remote teams of 500+ with 35+ languages for $10B+annual sales.
• Implemented NLP and AI to enhance agent productivity and promote self-service, leading to increased efficiency.
• Launched quality program:68% CSAT improvement and 44% NPS improvement.
• Drove bug process improvements with Product & Dev to reduce guest down time, results of 37% increase in annual average spend per player.
• Developed Product Launch Process for 14 divisions, for 100+ products; resulting in increasing player retention by 39%, improving advocate knowledge of products, reducing ‘make goods’ cost by 41%.
• Directed teams of: Analytics, Project Management, Platform Services, CRM, Community, QA, Safety & Security, Guest Support, and Workforce.
• Launched social media strategy for 200 products, increasing traffic 227%.
• Negotiated multi-million-dollar vendor proposals and contracts on global scale.
• Organized training for 500+ agents covering new hire onboarding, product launches, hardware, and play labs.
• Established and relocated offices globally for coverage, optimized fiscal impact.
• Led complete budget and P&L ownership, ensuring profitability, cost-efficiency, and financial growth for the organization.

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MANAGER, CUSTOMER SUPPORT (2009 – 2011)
SURVEY MONKEY | Portland, OR UNITED STATES

• Managed international support, design, and knowledge team of 50+.
• Implemented tech stack for omni channel support to serve base of 10 million.
• Implemented design services, resulted in ~$2million annual revenue.
• Launched social strategy to increase customer membership and engagement by 23%.
• Boosted custom survey design team, driving increase of 35% revenue for company.
• Created quality processes to track & reduce fraud and phishing by 48%.
• Created community forum in to engage customers and improve self-service by 15%.
• Launched international offices for scalable coverage with tax benefits for bottom-line.
• Developed 5-year strategy; identified new business opportunities resulting in increased revenue.
• Empowered team with onboarding, upskilling & certifications, boosting productivity, retention, and employee satisfaction.

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MANAGER, CUSTOMER SUPPORT (2007 – 2009)
NETFLIX | HILLSBORO, OR UNITED STATES

• Led call center of 500+ with team of 50+ with over 6 million contacts per year.
• Increased CSAT by 11% via improving agent product knowledge and improving tools for more efficient support.
• Saved $1.9m in support costs by using customer data to partner with engineering to improve self-service UI for customers.
• Created & implemented tech to capture support data track impact of company promotions and customer sentiment.
• Evaluated metrics to champion VoC and be customer advocate in prioritizing bug fixes.
• Nurtured social presence into robust forums to drive virality.
• Advised Microsoft, LG, TiVo & Roku in streaming launches for customer UI needs that drove expansion of revenue.
• Developed more efficient training curriculum and facilitated training of over 100 employees.

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DIRECTOR, CUSTOMER SUPPORT (May, 2016 – November, 2016)
HIGHFIVE TECHNOLOGIES Redwood City, CA

•  Created strategies driving success in retention, adoption, and NPS, resulting in 7% NPS growth.
• Roll out personalized programs driving customer value, renewals, and long-term account growth.
• Use complex sets of data and A/B testing insights to improve products & support.
• Partnered with Marketing to support customer acquisition and retention campaigns.
• Cultivated a strong, passionate culture focused on delivering great customer experiences.
• Designed and implement support tools and processes, elevating customer satisfaction, retention, and response times.
• Drove productivity and efficiency through effective management of annual budgets, achieving cost savings and revenue growth.
• Devised tech roadmap for improved service delivery and heightened customer satisfaction in customer service.
• Provided company-wide leadership & become the voice of the customer.
• Forged social media strategy with Marketing for unified tone and brand, maximum engagement, and support across all customers.
• Partnered with Product to implement, monitor, and analyze NPS via i.o. Promoter, including customer follow up.
• Leveraged tools such as ZenDesk, Intercom, Google Analytics, Big Query, Marketo, and i.o. Promoter for intelligent support analytics and insights.
• Maximized customer satisfaction by documenting, testing, and escalating technical issues to engineering and product teams promptly.

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LEADERSHIP TRAINER/STORE MANAGER/REGIONAL GREEN TEAM LEADER (2000 – 2007)
STARBUCKS COFFEE COMPANY Chicago, Tampa, Las Vegas, Portland

• Managed multiple multimillion dollar grossing stores concurrently.
• Consistently achieved 125% sales over budget, earning Top 10% Zone award for 24 consecutive quarters, driving exceptional business growth.
• Awarded Manager of the Quarter and Bravo! award 7 times for exceeding sales and improving controllable contribution.
• Trained all District Store Managers with results of 20% labor costs district-wide.
• Optimized inventory management and scheduling, improving processes to achieve 150% total contribution over budget for all stores.
• Optimized inventory processes to reduce shrink to 3%.
• Oversaw opening of 10+ new locations, managing end-to-end construction, permits, vendor relations, recruitment, training, marketing, and community relations.
• Coached and trained 500+ corporate partners, delivering new hire and continuing education classes and implementing LEAN-oriented processes.
• Achieved 100% score on all financial and training audits.
• Mentored 93 employees to promotions to managerial or training positions.
• Recruited, hired, and trained for 13+ stores.
• Increased business profile by organizing community projects including: Habitat for Humanity, Elizabeth Glaser Pediatric AIDS Foundation, Oregon Reads, and AMFAR.