To me, Operations isn’t just the “nuts and bolts” of a business -it includes commitment to continuous improvement & operational excellence. I am a leader who doesn’t just execute a list of “checkboxes”, but defines the list of initiatives to make the team operate more effectively. A great leader thinks big picture and fine details. While big-picture thinking is critical, I’ve also found that the best employees also know the devil is in the details. Running a business requires meticulous attention. I focus on being a proactive agent for change – focused on improving the overall customer journey as well as customer service strategy. I enjoy driving efficiencies and cost savings by leading teams to develop, analyze and interpret performance, project cost, and customer activity to increase effectiveness of projects.

I’ve led a diverse team of Support & Operations that have a deep connection to our customers’ overall experience. These teams I’ve created & led include global teams of: Product Support, Operations, Quality, Business Intelligence, Ecommerce, Client Success, Workforce Management, Billing, Social Media, Fraud, Security & Safety, Vendor Management, Product Specialists, Platform Services, Training & Continuing Education, Tools & Support Services, CRM/ERP Administration, and Finance. These teams have led key customer operations for a diverse array of products & platforms including: Hardware, Software, Saas, Enterprise Software, E Commerce, Internet of Things, Retail Merchandise, Mobile Apps, Digital Gaming, Digital Streaming, Subscription Services, websites, social media, and more.

I’ve guided organizations through growth, acquisitions, and sales – while driving development and implementation of end-to-end service programs that ensure optimal deployment of processes as well as exceeding defined targets. I aim to redefine how my team engages cross function, to add value to all areas of the business. This manifests in many ways – from working with product marketing on customer engagement, developing product adoption campaigns that flow through customer success, creating a system to drive & track end-user training adoption in the customer base; developing a playbook for serving our customers. My teams & I have executed on programs, processes, and playbooks that enable our customers to become successful and grow in maturity. I love to manage operations so that employee & customer tools are aligned and providing accurate data to best capture the “Voice of the Customer” concerns & comments, always driving to improve products & services, and glean insights.That’s a mission critical way to improve not only your product/ service, but the morale & alignment of your teams.

My years of experience leading high growth, high profile teams have allowed me to plan for scalability to meet growth, as well as to support new programs and initiatives. I’ve been lucky to lead & inspire a large, passionate team to always ensure that our mission and beliefs thread through the team and set the tone for our service philosophy and approach. I set the strategy and drive operational while having a deep and authentic passion for our customers’ experience, as well having a strong analytical bent with the ability to set strategy & direction for the business. This, partnered with a strong belief in ‘servant leadership’ to always be humble and striving to support and foster my teams and partners, is a main tenant of my Operations focus.

EXAMPLE

At Gusto: Introduced new QA and NLP processes that increased agent productivity by 28% and CSAT by 15%.
At Straumann Group: drove customer journey improvements in UI that increased self service by 32%.
At ClearCorrect: Implemented Zendesk for our internal Help Desk process, improved Help Desk response time by 240% within 2 months.
At The Walt Disney company, I cultivated a Global Operations team to unify strategy for success: Business Intelligence, Project Mgt., Platform Services, Marketing & CRM/ERP Software, Tools, Product Services, Community Mgt., QA, Safety & Security, Guest Support & WFM. Via this Guest Experience organization, we were able to partner to increase our supported portfolio by 300%, while improving satisfaction scores by 68%.

SKILLS INCLUDE

Cross Functional Leadership
Thought Leadership
Business Intelligence & Analytics
Budgeting & Finance, Annual Operating Plans
Strategic Planning
Organizational Leadership
Knowledge Transfer Systems & Processes
Product Launches, Product Management, Release Management
Project Management
Customer & Product Roadmaps
User & Play Testing
Tools & Systems Integration
CRM & ERP systems, Contact & Call Centers, Call Center Technologies
BPO & Outsourced Support Management
Agile Methodology
Compliance, Payment & Customer Data Security, Consumer Rights, COPC
Six Sigma Methodology, Performance Optimization
Quality Assurance
Mobile Technologies (iOS, Android app development), Mobile & Console Gaming Technologies
Jira & Bug Management
Change Management
Efficiencies & Cost Savings
KPI
Policy & Procedure
Customer Success, Customer Journeys
Voice of Customer, Net Promoter Score (NPS), Customer Satisfaction
Workforce Management
Technical Writing
Coaching & Mentorship, Training & Curriculum
Accounts Receivable, Subscriptions, Order Management, Fraud Management
Inventory Fulfillment & Management
Supply Chain Management, Shipping & Receiving
Software & Tools: Tableau, ADP,SAP, Expensify, Lithium, Capterra, Adobe Suite, Omniture, WordPress, Marketo, Basecamp, Visio, Airtable, Basecamp, Jira
CRM: Salesforce, Zendesk, ADP, SAP, Oracle, Netsuite, Sage, Pager Duty, Ring Central, Intercom, Avaya Systems, Cisco Products

Product + Account Management

Customer Touch Point Design