Housing Action Coalition 

CRM Consultant

Angle Health

Head of Customer Operations

Brondell Inc.

Hiring manager for customer support team as departmental strategy stakeholder. Ensured proper reporting, forecasting, vendor management/performance, and high-priority channel partner escalations. 

- Multi-brand omni- channel support w/ BPO vendors
- Established performance and QA standards via Zendesk, Netsuite, and interdepartmental processes
- Directed through major sales spike (2020); reorganization and acquisition (2021)

Head of Customer Support

- First support operations hire
- Managed content, training, and day-to-day direct support operations for bidet, water, and air filtration brands
- Supported big-box, e-commerce, amazon, d2c, and b2b customers
- Created internal wiki (Confluence), added agent efficiency tools, and built agent performance dashboards
- 'Remote-first' comms. reconfiguration, improving ticket turn-around-time
- Zendesk, JIRA, and Confluence system administrator

Customer Support Operations Manager

Chewse

Reporting to the head of Customer Success, tasked with hiring, on-boarding, training, and managing workflows for ~20 customer, order, and live-ops support agents.

- Quarterly OKR and planning initiatives for customer support
- KPI, forecasting, and dashboard management
- Built internal escalation pathways between departments via Slack and Zendesk
- Zendesk and vendor management ownership
- JIRA and Confluence systems administrator
- Recurring weekly training + Q&A w/ support team
- PIP goal-setting and coaching

Operations Manager

Rylo Inc.

Reporting to the Head of Support, built strategy, tools, documentation, and policies as the first support operations hire.

- Managed tickets, escalations, influencer outreach, social media responses, and product review responses
- Built RMA policies and processes, fulfilling cameras via USPS, UPS, FedEx, and in-person
- Worked multiple tradeshows and events demoing and selling cameras
- Zendesk, JIRA, and Confluence system administrator

Customer Experience Manager

Navdy

Built Support function w/ Head of Support, managing tickets, FAQ content, and RMA process

Customer Support Manager

Customer Support Representative

Premier Talent Partners

Created internal communication messaging for global support team regarding product bugs, outages, impacts, and their related resolution information.

- Moderated seller community space and forum
- Managed relevant social media, facility, marketing, and product feedback escalations
- Part of post-mortem bugP

Support Communications Specialist @ Square

High-volume individual contributor for inbound customer support via phone or email; 60+ calls or 200+ tickets per shift

- Submitted JIRA tickets for bugs, feature or knowledge requests

Customer Support Representative @ Square

VoiceBase, Inc.

Associate

The Culinary Institute of America

Recreation & Athletics Intern

John Hancock Hotel and Conference Center

Front Desk Representative

- Uniquely talented operations manager with broad experiences in customer support, process improvement, start-ups, and BPO/vendor management
- Grow mentor high-performing teams, leading to high customer and employee satisfaction
- Thoughtful process, project, and program manager for both large and small teams 
- Experience within Multiple verticals, including SaaS, fintech, e-commerce, and early-stage consumer hardware companies

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