At StubHub, our mission is to give everyone the freedom to access and connect through live experiences. We power the world's most accessible, secure and transparent live event marketplaces.

BP Pulse is a comprehensive electric vehicle charging infrastructure and energy management provider for mission-critical fleets offering solutions for procuring charging infrastructure, electricity costs, and optimized EV charge times through a suite of products that make managing all aspects of fleet charging simple and profitable.

Boundless empowers families to navigate the immigration system more confidently, rapidly, and affordably through proprietary software, industry-leading awareness, and personalized support. - Improved NPS by 40% via CX best practices throughout the customer journey (process, policy, design, and governance) - Increased agent generated sales by 200% from $143K/mon. to $425K/mon. within the first year - Built and led Customer Lifecycle team leveraging email and SMS (WhatsApp) comms for: • Increased avg click-to-pay CVR from 6.24% to 9.47% (+52%) • Improved retention rates (2nd purchase made) from 5.8% to 12.9% (+122%) - Created Voice-of-the-Customer (VoC) feedback loops directly impacting the Boundless Product roadmap in H1 2022 resulting in a new checkout portal, product release guidance, expanded payment options, and successful TTV strategies- Ongoing partnering w/ Marketing to test content, messaging, and promotional initiatives- Managed international (Philippines) and domestic (US) teams, contact center environment of 40+ agents

Publisher / Customer Experience & Acquisition, Onboarding and Implementation, Customer Retention, Sales Enablement, and Operational Scalability Specialized in hyper-growth SaaS environments building world class customer-centric organizations.

Strategic oversight for all Customer Support and Success teams including international expansion (UK, EU), Compliance, Trust & Safety, Sales Enablement, and Systems. Review and execution of software platforms, vendor partnerships, budgetary improvements, department policies, agent staffing/scheduling, agent specialization, product feedback initiatives, and company-aligned KPI’s.Built and managed CS, Internal Solutions and Trust & Safety teams, providing white-gloved support for Sales / Customer Success as well as fraud deterrence and investigation for Ziprecruiter communities.Instituted improved trust and security definitions and procedures while streamlining validation processes. Reduced Monthly Cost of Fraud-Related Refunds by 40.6% Spearheaded Revenue Loss Prevention processes on abusive accounts saving Ziprecruiter ~$900K/annually Built chargeback challenge protocols rightfully reclaiming ~$144K/annually in disputed capital.

Tracking, projecting, and strategizing department efficiency, performance, and systems; Fraud and security mitigation; Ongoing operational support and quality assurance of Customer Support and Customer Success. Responsible for the creation and maintenance of internal Knowledge Base and HelpCenter. Manage, train, and on-board CSR's. Ensure customer satisfaction daily by creating, monitoring, and maintaining qualitative metrics for all Support/Success Agents. Provide assistance and mentorship throughout department.

Career advice for ambitious employees, new, & existing people-managers, and anyone that's ever felt a little out-of-place in the corporate world. www.careerpunk.com

Account Relations & Management, Customer Service, Quality Assurance Follow Up, Email/Phone/Personal Support, Employee Hiring & Training, B2B Sales, Business Development

Formal Writer (ie. Business Plan, Resume', Professional Letter, Copywriting)Creative Writer (Screenplay, Short Story, Stage Play, Poetry)Customization for Wordpress templates.

High-end Residential and New Construction Custom Carpentry. Freelance custom design for residential makeover and renovation.