- Helping Etsy sellers and entrepreneurs achieve financial independence by leveraging our expertise-driven strategies to grow their businesses.- Foster lasting relationships with clients by providing ongoing support, addressing challenges, and identifying opportunities to enhance their business strategies, empowering them to scale effectively and reach new revenue milestones.- Champion the needs and feedback of Etsy sellers, working cross-functionally with product and service teams to enhance our offerings and ensure that our solutions align with the evolving needs of small business owners.- Work closely with our Sales, Marketing, and Product teams to ensure that the unique needs of Etsy sellers are reflected in our service offerings, helping us continually improve the support we provide.

• Directed a global team of 7 Customer Success Managers across 5 countries, managing a portfolio worth $20.5 million.• Led the transition from an in-office to a remote work model during the pandemic, achieving permanent adoption due to cost reductions and enhanced productivity and employee satisfaction.• Boosted customer satisfaction by 15% and reduced churn by 5% through strategic feedback implementation and data-driven engagement strategies.• Developed and led outbound dialing strategies, reducing call labeling and blocking, thus improving business KPIs related to contact rates.• Provided expert consultation on advanced telecommunications and contact center solutions, including dialers and omni-channel platforms, to a diverse range of clients, including several Fortune 500 companies.

• Founded and developed the Customer Success team, implementing strategies that significantly improved client support and service delivery.• Led an urgent recovery mission for 30 companies, successfully recovering over $1 million in merchandise from a bankrupt competitor's warehouse and identifying the owners of the recovered property.• Facilitated swift operational restorations for affected companies, minimizing business disruptions.• Managed customer success for 50 clients, ensuring high satisfaction and operational efficiency during critical transitions, including a major warehouse move involving over $5 million worth of merchandise.• Expertly handled interactions with highly challenging customers, successfully de-escalating volatile situations and resolving issues with professionalism and tact.

• Expanded online sales channels to include Amazon, OfferUp, Facebook Marketplace, and direct wholesaler transactions through our website, increasing sales by 125%.• Led electronic recycling initiatives, aligning with the company's mission to reduce global waste and promote environmental sustainability.• Managed comprehensive e-commerce operations, including SEO optimization, product procurement, creating and managing listings, and producing compelling listing content.• Oversaw the company's social media presence, enhancing brand visibility and engagement across digital platforms.• Maintained a high customer satisfaction rating, managing to keep an average of 4.8 stars across all selling platforms, reflecting exceptional customer service and product quality.

• Led a team of 30 in all roles including front of house and kitchen at a busy restaurant and bar, waitressing myself during shifts to optimize labor costs and ensure top-quality service.• Handled face-to-face interactions with difficult customers at the bar, quickly managing conflicts and ensuring guest satisfaction, which helped maintain a positive dining and social environment.• Boosted employee satisfaction through effective leadership and supportive management practices.• Enhanced the restaurant's reputation on popular review platforms like Yelp and Facebook, significantly improving customer ratings through dedicated service and response strategies.• Managed a critical transition in payroll practices, shifting from daily tip payouts to paycheck-based disbursements without disrupting employee morale or customer service.• Implemented operational efficiencies that improved service delivery and customer experience, contributing to a noticeable increase in repeat patronage and positive online reviews.