Liquid I.V.

I lead the executional and strategic voice of customer for Liquid I.V, overseeing the customer support operations and providing crucial voice of customer insights while exceeding industry operational best in class performance metrics for efficiency and satisfaction by over 50%.

Director of Customer Experience

I brought Liquid I.V.'s Customer Experience department from 0 to 1, implementing full scale customer support operations and voice of customer analytics. 

I oversee the daily operations in chat, email, phone call, social media, and customer reviews. 

I developed a proactive hiring model to predict need for growth in customer support as the company scaled 20x in revenue. 

I developed the quality complaint reporting process, tracking trends and sharing customer feedback to improve packaging. 

I created all Standard Operating Procedures (SOP's) and training curriculum for all new hires (coordinators and managers). 

I introduced qualitative analytics for each product launch, sharing customer feedback about flavor requests, complaints, and product trends. 

I introduced CSAT and customer surveys as a part of our customer journey and product roadmap. 

During this time, I decreased first response time by 88%, improving customer satisfaction by 26 percentage points, and improving website user experience, increasing retention by 18 percent.

Senior Customer Experience Manager

FLO Vitamins

Customer experience, quality assurance, and regulatory expert for FLO vitamins.

Customer Experience Lead Consultant

Hum Nutrition Inc

Oversaw the daily operations and CSAT for HUM Nutrition. I owned and implemented all standard operating processes. Managed the customer quality complaint process and working with quality assurance to track product trends. Trained and developed team members on email, phone call, Facebook Messenger, and chat.

Customer Support Manager

Pullias Center For Higher Education

College and Financial Aid Advisor

Council for Advancement & Support of Education

Marketing Analytics Coordinator	

Daniel Atwater Strategies

Strategic Communications Specialist 

University of California

Student Lobbyist

RoTalent Management

Talent Management Assistant

Voice of Customer, Customer Satisfaction, Customer Engagement, Operational Excellence Leader

All things customer experience, customer support, and Voice of Customer data. Results driven and passionate about people.

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