Developed and led a 4-person, high-performing Customer Experience (CX) team to enhance the customer journey by conducting customer discovery to understand customer pain points and tailoring solutions to meet customers’ unique needs. ➢ Achieved 100% passing rate among the CX team members by successfully mentoring and guiding members through two (2) rigorous CX certification training courses, bolstering the team’s skillset, and ensuring alignment with industry best practices. ▪ Drove change management efforts during the introduction of a new CX job family and CX craft skills, seamlessly integrating this novel skillset into Intuit’s ecosystem. ▪ Expanded customer segments by leading research initiatives to better understand customer needs, translate customer feedback into actionable insights, refine customer personas, and craft comprehensive customer journey maps. ▪ Enhanced customer experience by developing tailored, comprehensive support and onboarding models for ProTax Online (PTO) and Intuit Tax Advisor (ITA) customers.

Managed a distributed team of five (5) responsible for contact center routing, digital assistant development, conversation design, agent tool enhancements, and budget management. ➢ Pioneered the rapid development and launch of an integrated Digital Assistant, capturing 40% of customer interactions within 12 months, optimizing capacity, and improving routing accuracy by 10%. ▪ Implemented a transformative shift from Concierge Routing to Interactive Voice Assistant routing that enhanced insights and predictive suggestions, improved customer interactions, and streamlined support processes. ▪ Led the "Intelligent Contact" project, customizing Salesforce with real-time data integration and automated AI call summaries.

Led a seven (7) person team responsible for Voice of Customer (VOC) insights, contact center reporting, and budget management. Optimized processes related to budgeting, expenditure tracking, invoice management, accruals, and purchase order (PO) management. ➢ Revolutionized reporting for enhanced customer success by recruiting a Senior Data Business Analyst and collaboratively engineering a customizable, Tableau-based dashboard that enables weekly operational reviews, tracks key metrics against historical data, and bolsters overall operational efficiency.▪ Transformed Intuit’s outsourced service inspection process, achieving <2% accrual to invoice accuracy while delivering early trending predictions for agile intra-month corrections, ensuring consistent departmental budget adherence. ▪ Revamped VOC insights by developing cutting-edge Speech-to-Text Analytics tools to simplify extracting insights from call recordings, providing categorized taxonomy and readily accessible customer sentiment data for informed decision-making. Spearheaded the design and implementation of Tableau HWD and EOD Reporting.

Oversaw a distributed team of 5-6 professionals dedicated to streamlining workforce and contact center operations, specializing in forecasting, capacity planning, expert scheduling, real-time adherence, and incident management. ➢ Optimized agent allocation and resource utilization by implementing a novel agent shift bid mechanism.▪ Elevated customer satisfaction and operational efficiency by achieving multiple YoY enhancements in transactional Net Promoter Score (tNPS), Average Speed of Answer (ASA), and forecast accuracy.▪ Bolstered contact center capabilities and performance by pioneering the successful launch of the ININ ACD system in 2014 and introducing the new AMZ Connect ACD system in 2018.

Reported to the CFO. Hired and led the team responsible for all WFM capabilities for an 800 seat multi-site language interpretation service.• Project Managed the launch of a new WFM Suite with Verint.• Improved YOY Occupancy +5pts while improving ASA to <15 sec.

Responsible for all offshore customer success, via multiple partners in India.• Led the India outsource RFP initiatives, and end-to-end vendor selection.• Improved YOY C-Sat while reducing support costs by over 50%.• Spearheaded EMEA vendor selection across Poland and Hungary.

Microsoft Accounts – Customer SuccessResponsible for client & contact relationships with Microsoft on a $30M and 1,200 headcount book of business which spanned 6 sites across US, Canada, and India. This included compliance audits, change management, and new prod launches.• Designed and implemented an employee retention incentive plan that reduced annualized attrition in India by over 50%.• Grew new business by $6M YOY.• Managed new site launches in Canada & India. Traveled abroad frequently.

Microsoft Accounts – Customer SuccessLed a 200-seat customer success operation in Tucson for Microsoft’s NT Server and NT Workstation support, with 10 team managers reporting directly to me.• Customer Satisfaction Award for Q2 2001 from Microsoft in recognition of leadership directly translating to performance across the entire project.

Microsoft Accounts – Customer SuccessLed a 120 HC tech support operation, with 6 team managers reporting to me.• Highest CSAT Quality project for 10 consecutive months

Microsoft Accounts – Customer Success• Team Manager of 12-20 L1 agents. Responsible for quality and coaching.

Microsoft Accounts – Customer Success• Level 2 Technical Lead for Windows 95, responsible for mentoring,

• Provided Level 1 helpdesk technical support to Microsoft Windows 95 consumer customers

Computer hardware and software retail sales.

Computer hardware and software retail sales.

Fine jewelry retail sales.

VHS video clerk and sales duties.