- Built and maintained agile, empowered, empathetic, and industry-leading support department during a period of extreme organizational growth.- Established and directly managed a cross-functional team of Tier I + Tier II support agents.- Integrated and trained Product Management team as Tier III + Tier IV technical support for internal and external requests.- Developed an iterative approach to self-solve database for B2B and B2C customers, which provides 94% ticket deflection vs email.- Implemented workflows that led to 72% YOY response rate decrease in first year.- Led department to 97% CSAT.- Created a company culture of empathy through trainings and presentations delivered to the entire organization (including C-Suite).- Developed team members directly using: weekly reflections, exchange journals, precise qualitative + quantitative data, and in-the-moment feedback.- Provided organizational strategy for Support Ops by serving as primary Zendesk administrator. Scaled 70 agents to Enterprise Zendesk Suite utilization with Talk, Guide, Answer Bot, macros and automations to increase both agent efficiency and opportunities for empathy-centered communication.

- Senior support and sales position at an international flagship Apple Store- Achieved highest linked Enterprise/Business sales while exceeding expectations for non-Enterprise sales (top 2%)- Co-developed and presented training for a company-wide B2B that intimately engaged 1500+ local businesses in Chicago- Led record-high conversion rates for new business (top 1% of North American market)- Established new standards for B2B communication with an 80% personal response rate- Mentored and trained new hires at regional level

- Managed contracts, budgeting, invoicing and payroll for multiple in-school and after-school programs- Successfully developed, fundraised and staffed NBC’s SMASH: Make a Musical with some of Pittsburgh’s most at-risk students- Created culturally responsive curricula for student matinee series alongside artists of various diasporas- Built digital marketing materials alongside Marketing Director