Driving continuous improvement and operational excellence within VIP Support through data-driven problem-solving, efficient processes, and internal education, ensuring a high-value and sustainable experience for our customers and employees. Implementing the vision of the Vice President of Global Support.

Building cross-functional teams of support experts and software engineers; scaling, adapting, future-proofing multiple 24/7 globally distributed teams; shaping career trajectories of our support roles including hiring, onboarding, and teammate development; growing future leaders; ensuring everything we do ties back to our priorities and success of our customers.

Coordinating the strategic direction of the Customer Success division for 6 months; representing the needs of our customers to Product, Sales, Marketing, and Finance on the executive committee; reporting to the CEO; unblocking Customer Success senior leads; continuing to provide guidance to the Support leads until I step back in the Director of Support role in October.

Moving more into strategy and long term goal planning for building resilient 24/7 global support teams. Onboarding, leading, and growing future leaders for the company. Running performance reviews, operations management, project prioritization, professional growth development, mentorship, cross-team collaboration.

Coordinating and hiring for a large support team to help WordPress VIP clients around the globe. Leading leads, 1:1 check-ins with individual contributors and leads, performance reviews, operations management, project prioritization, professional growth development, mentorship, cross-team collaboration.

Working with some of the biggest brands on WordPress https://vip.wordpress.com/clients/. Supporting clients with high-touch, concierge support via tickets and real-time discussions. In-depth research and debugging, detailed error reporting, and documentation updates. Solving tough problems in high-pressure situations with client sites, complex dependencies, multiple stakeholders, themes, and platform tools that often deal with edge cases and WordPress internals at scale.

Co-leading a 45-person mixed team of support, designers, and developers, weekly 1:1s, giving feedback, leading initiatives, writing performance reviews, on top of individual contributor duties.

Helping customers of WordPress.com through a mix of education, documentation, bug-hunting, and feature testing.Support ticket work included: domain, billing, WordPress support; pattern detection; efficiency requests; automation advising.Live chat work included: supporting 5+ people simultaneously; educating support how to be better at live chat; WordPress support; error reporting.Other duties: training; mentoring; travel coordination; event staffing; project management.

Website consulting, technical writing, technical editing, software testing, technical support, illustrations, and software content development.

Taught a broad range of hands-on-laptop courses for 3-70 students per class on a variety of Electric Quilt software subject matter for PFAFF, VSM, VSM Canada, Checker Distributors, NQA, Bloomington Quilt Guild, Nebraska State Quilt Guild, and various quilt shops.

Technical Writing/Print Media:* Wrote multiple company software user manuals (documentation and tutorials)* Worked as Editor on company books for other authors* Served as Technical Reviewer for other company editors* Sought out as Technical Reviewer by other authors/customers/companies * Helped write words for packaging, flyers, contests, and CD artwork* Created Help databases within software programs* Blogger on software tips, company news, and company-related articles* Appeared in numerous magazinesSoftware Training:* Attended 3 to 8 conventions/trade shows a year and worked in company booths* Demoed software to existing and potential customers (in English and German)* Answered questions in both one-on-one and group situations* Educated wholesale customers on ways to "sell-through" to their customers* Presented various back-to-back lectures for wholesale customers at conventions* Taught software in classrooms (25 students on laptops) at multiple conventions* Skilled at keeping the class together & catching up slow students Television Spokesperson:* Chosen as company spokesperson for ability to talk, demo software, deal with the unexpected, and still smile all at the same time* Prepared topics, materials, and demonstrations for television* Adept at recording in "one take" with or without a script* Appeared on 36 episodes of America Quilts Creatively and 6 seasons of Quilting Arts (roughly 80 PBS episodes together), and 16 shows for QNNTV.com * Recorded many impromptu television commercials at trade shows

Web Site Development:* Created and organized 1000+ page company web site for over 10 years (electricquilt.com)* Integrated, managed, and upgraded e-commerce shopping cart system, "blog" software, and forum software* Created and supervised web pages contained in software programs* Trouble-shooted all HTML, ASP, PHP, and CSS issues for graphic designers* Programmed web forms and created SQL databases for customers to sign up for newsletters, register products, and participate in software groups* Configured dedicated server and moved, reinstalled, and updated 4 company sites/software* Installed and configured ASP/SQL eCommerce solution for new ITunes-like site selling digital downloads (myeqboutique.com)* Programmed new and re-programmed existing ASP pages to integrate multiple applications together into one coherent siteSoftware Development:* Tested over 38 software programs for quirks, bugs, repeatable crashes, and typos* Assisted programmers with finding bugs by supplying pseudo-code of occurrences* Created content for software* Recorded tutorial videos of computer screen for software integration* Worked as Project Lead for over 10 software programsTechnical Support:* Extremely familiar with Windows environment and differences in operating systems* Skilled at solving complex software interaction issues over phone, via email, and in person (English and German)* Patient with frustrated customersCustomer Service and Sales:* Quick and courteous over the phone when taking orders* Queried database for sales information* Creative in resolving customer disputes to keep both the customer and company happy* Excellent at data entry* Good at interpreting sales and actuary data and leveraging that for more sales

Website design, website maintenance, website consulting, e-commerce solutions, connecting through social media, blogging

Taught a broad range of hands-on-laptop courses for 24-27 students per class on a variety of Electric Quilt software subject matter over the course of 3 days.

Taught a broad range of hands-on-laptop courses for 30 students per class on a variety of Electric Quilt software subject matter over the course of 3 days.

Taught a broad range of hands-on-laptop courses for 25 students per class on a variety of Electric Quilt software subject matter over the course of 2 days.