Lead growing team of high-volume, high-quality customer support B2C members who serve customers via phone, ticket, chat, and SMS. Hire, coach, and develop talent and leaders. Interface and serve as senior voice of customer for product and engineering. Serve as senior escalation contact and problem solve with composure in high-pressure situations. Utilize, strategize, and act with a data-first mindset. Monitor performance metrics and quality for exceptional customer experience. • Maintained <5% budget of total revenue• Established BPO partnership (negotiation, contract, integration)• Reduced high-cost phone volume 28% and increased low-cost SMS/Chat/Email channels 46%• Established tiering to create career opportunities and specialized, efficient work streams• Implemented and maximized tooling for optimal agent efficiencyOversee, strategize, and implement executive/department head annual OGSM planning.Serve as key strategist, stakeholder, and executor for competitor acquisitions/mergers• Acquired 4 competitors adding additional revenue.

Support Driven is a community of people in Customer Support and Success helping each other. It’s connected me with other senior leaders across various industries

Aimiable is a venture-funded Customer Support Workforce Engagement Management SaaS delivering best in class scheduling, forecasting, and overall workforce management automation software available on the market.

Led SaaS premium support team of Technical Support Engineers and served as senior Customer Success leader in $15m ARR organization. Provided leadership and direction for team leaders by executing growth plans, goals, and objectives, via successful project management to consistently achieve planned business results. Prepared and presented department KPIs and initiatives to executive team and board members. Leveraged various sources to execute data-based decisions on team structure, strategic and tactical plans, and overall management of team.• Reduced ticket resolution time 37%• Reduced first reply time 50%• Reduced ticket backlog 14% within first quarter, stopping a 20% YOY increase• Helped bring a dozen customers back into the green from red/yellow temperatureServed as product stakeholder interfacing with engineering and product teams to introduce new features and to prioritize existing platform bugs

Managed day-to-day 24x7 contact center responsible for 360k phone calls annually in $2.7b ARR organization• Created automated verification process for all inbound calls• Reduced Average Handle Time 50%• Decreased Missed Voice Calls 95%• Increased Workforce Management Adherence 55%• Increased contact center phone Service Level 30%, maintained 100% SL90 MoMProvided mentorship and delivered training on best-in-class support techniques and processesDrove accountability via KPIs with ambitious targetsMaintained highest performing departmental team with highest employee satisfaction

Oversaw SaaS B2B Customer Support Team annually solving 12k Zendesk tickets and voice calls• Migrated company to RingCentral and Zendesk• Raised compensation 67% for Customer Support TeamOversaw B2C professional services organization, comprised of 3 BPOs employing 130+ staff responsible for contract client projects, client website design, marketing content creation, SEO, PPC campaigns, and ad design• Created BPO partnerships• Annually processed 300k adsServed as a key strategist in competitor acquisition• Acquired 2 competitors including products, teams, customer base, and legacy tooling

Ensured friendly & effective communication with B2B & B2C customers. Managed 15 direct reports, which involved support tooling optimization, daily task management, quality, people management, hiring, training, career development, & conflict resolution.

• Created and maintained written and video product documentation• Managed incident response team• Provided technical & billing support to Nutshell customers• Performed Customer Success duties including product demos• Maintained customer requests for product improvements

• Created and oversaw 24/7 support cycle• Put in place support tools to improve communication and efficiency• Triaged and prioritized all internal and external support requests• Created documentation around support processes.

• Oversaw all Support and Fulfillment team members• Restructured organization and daily operations • Improved customer support response time and issue recurrence• Created training materials

• Oversaw fulfillment of all new orders and cancellations of all products/services• Authored support center knowledge base articles & product/services documentation• Compiled business analytics, provide temporal analyses, identify patterns of communication• Established a system of product/service order placement and tracking• Implemented a detailed process of training-focused order fulfillment documentaton• Trained, supervise, and maintain positive communication with group of 70+ contractors• SMB WordPress-platform website creation and maintenance• Compiled a library of 4000+ business/industry, category-specific stock photos• Provided support to Search Engine Marketing & Search Engine Optimization products

• On-boarded approximately 400 SMBs to the OwnLocal Platform• Fulfilled products/services orders & pioneered system of reporting• Initiated and managed a system of quality assurance for contractors• Author support center knowledge base articles• SMB WordPress-platform website creation and maintenance• Establish library of business/industry, category-specific stock photos• Provide support to Search Engine Marketing & Search Engine Optimization products

• Managed and distributed daily duties to colleagues and ensured their completion.• Reviewed cost reports for accuracy for accounting department• Processed confidential, interdepartmental/human resources information• Assisted managers and supervisors in the completion of their daily duties including, at times, emulating their roles.• Trained new hires• Managed and completed all duties of supervisor on vacation and sick days• Assisted with remote operations• Assisted supervisors with special projects of high priority

Worked with graduate students in the College of Education at the University of Texas at Austin on graduate school preparation. Also worked with graduate students on graduate-level projects and materials.