At Reflex Media as Vice President of Customer Experience, promoted from Director Customer Service, I oversee customer relations and the full spectrum of customer experience, from inquiries and technical support to billing and user-generated content moderation. I lead both local and international customer service teams, ensuring that customer interactions align with our brand’s standards. I also established a Customer Advisory Council, which gathers feedback from surveys, direct conversations, and focus groups, providing valuable insights to improve user engagement and overall customer satisfaction.

In this role, I provided strategic and operational leadership to align customer support with IXL’s overall vision and objectives. I managed multiple support teams across technical support, family membership, and customer engineering to ensure effective service delivery. My focus on building cohesive and high-performing teams enabled us to enhance the customer journey, foster engagement, and maintain strong relationships with both B2C and B2B clients.

At BillGO, a FinTech startup, I developed and led customer support strategies that reinforced our commitment to customer success and regulatory compliance. I worked closely with banks and payment processors to establish secure, compliant systems, while also focusing on customer journey mapping to refine the user experience. By collaborating with the engineering team, I introduced tools and processes that supported seamless customer interactions, driving engagement and adoption of our mobile bill payment app.

At Istation as Vice President of Customer Support and Implementation, promoted from Director Customer Support, I provided leadership and strategy for the technical/customer support and implementation team for SaaS educational products for K-12 educational institutions internationally. Project management of statewide implementations from customer sign up (sales), on-boarding (support) and on-going usage and increased usage (implementation). Found a need for the SaaS product that customers were not using completely, so created an implementation team to monitor customer usage and measure their increased usage. • Researched, developed and hired an implementation team with the intention to drive customer usage by engaging with the customer to ensure the customer is getting the most out of the product, the effort resulted in usage increase of 40% in two years• Developed “health of customer” dashboard to help recognize customer’s usage and provide training or guidance to customers which has increased renewals by 20%• Project management for statewide programs from initial marketing, sign-up, set-up and continued usage for Texas and Florida statewide implementations which has renewed for three years with increased customer expansion and user growth• Lead, coach and mentor team members for continued company growth, team members promoted to team leads and into other departments• Change management included revision of processes and team refocus, using LEAN process• Hiring, training and mentoring high impact contributions to handle increased volume from increase in state-wide deals which has resulted in improved ramp up time• Project manager for implementation of technology such as Concur expense tracking software for sales team• Continuous improvement of the customer experience by engaging with customers on product improvement opportunities

Promoted from Director Solution Center to Sr. Director Customer Support as I led the customer support organization for the healthcare revenue cycle management and spend division, overseeing the integration of support centers into a cohesive, efficient unit. I implemented strategies to enhance service delivery, improve first-contact resolution, and align support processes with business objectives. I also played a key role in training and development, designing certification programs and performance metrics that empowered team members to grow professionally and deliver exceptional support to our healthcare clients.

As Performance Manager at Nielsen, I was responsible for the day-to-day operations of a large outbound call center, focusing on team performance and operational improvements. I analyzed and optimized training programs to elevate center productivity and implemented motivational strategies to boost team engagement. My role involved collaborating closely with management to identify process gaps and streamline operations, ultimately enhancing efficiency and service quality within the center.

At Google, I was given the opportunity to transition to Singapore to establish and lead a new Sales Technical Operations team, expanding my role from managing technical support for Radio Automation to supporting enterprise clients across the Asia Pacific region. I built this team from the ground up, developing streamlined processes to enhance response times and collaborating with sales, product, and engineering teams to provide seamless support for AdWords, YouTube, and mobile solutions.