Consulting with companies small and large to set up and scale Customer Support and Experience systems in a variety of industries.

Managed Customer Support for San Francisco waste management company. Modernized support operations - including customer facing systems. Implemented cloud based email, faqs and phone systems - and reporting too.

Scaled North and South American customer support for China's number one, app connected, consumer robotic vacuum and window washer as they aim to knock off iRobot :) Implemented a CRM and an RMA system. Built a domestic and offshore Support team. Created metrics, reporting, QA, training, kpis, forecasting models and more. Oversaw an offshore and domestic support team that handles Tier 1 and 2 support, returns, sales support and RMAs.Worked hand in hand with Engineering, Product and Sales teams - delivering timely customer data and feedback that improves the product and user experience.

Building and implementing reporting, systems and procedures to maximize Customer Support's impact on users and the rest of the company.

Managed an enterprise level Customer Support operation based in the US and India. Oversee an integrated email, chat and phone team that services large and small firms.

• Managed a metrics driven customer service team of fulltime and remote contractors that cover email, chat and phone support.• Implemented a successful and revenue generating Live Chat system on marketing and ordering pages.• Built extensive reporting systems to track performance and capture metrics.

DVDyou.com is a DIY,online video yearbook service which allows users to upload photos, videos, and music, then easily edit them together to create great school or sports videos. This one-of-a-kind service is a cutting edge, yet inexpensive alternative to traditional yearbooks.

Built and Managed Customer Support Team that serviced SAAS online users and physical product customers.Ran the DVD and Photobook fulfillment and shipping center.