Independent consultant/advisor mentoring early-stage start-ups seeking to develop CX strategy and scale customer experience teams.

• Grew CX Team from 3 agents to 70 in three years• Grew CX channels from email only to include chat and phone• Designed customer-facing style guide and brand standards for best-in-class customer interactions• Designed and implemented in-person and remote training curricula to scale the CX org• Managed QA and performance metrics to ensure strong NPS• Led crisis management team that handled social media escalations with 100% Happiness Guaranteedresolution rate• Conducted cross-functional project management with company stakeholders in manufacturing operations, marketing, finance, product, and engineering

• Managed a remote team of 15 customer service representatives and ensured metric-driven and qualitativeperformance to hit daily and weekly goals for the East Coast amid a continually scaling business• Created a calibration program to instill standards across cities of similar size by working with city GMs andusing customer service data to determine project prioritization based on customer need• Developed and launched a communication system for city GMs to request support content creation to support new initiatives• Selected for a team of five support content specialists that wrote, codified, and standardized 100% of Uber's U.S. support macros for both rider and diver operations

• Ran Uber's DC Twitter handle (@Uber_DC), maintaining a content calendar for marketing tweets andmanaging customer social support, delivering weekly metrics on social engagement• Sought out and formed strategic partnerships with local and national brands including Kind Bar, Home Depot, and UrbanStems• Developed and executed marketing promotions and events, notably around the launch of UberX• Developed a content strategy to support Uber DC promotions and oversaw content delivery through blogs, social media, and email as well as content A/B tests and engagement analysis

• Managed a corps of freelance writers• Edited up to 20 vacation pacakges a week for grammar, style and voice before distribution to an audience of more than one million readers• Enforced daily deadlines and processes invoices for payment • Wrote an extensive library of travel destination descriptions that live permanently on the LivingSocial site• Team lead for SEO best practices and social media strategy • Performed regular A/B creative tests to develop best practices to increase revenue. • Managed layout design

• Managed the editorial production for all local e-commerce markets in Maryland and Virginia and e-commerce partnership promotions for Amazon.com in Montgomery County, Maryland• Hired, trained, and managed a corps of freelance writers, processing invoices, providing feedback, and enforcing strict deadlines• Edited deal promotions for grammar, style and company voice before distribution to an audience of more than a half million subscribers. • Proofread daily deal e-commerce markets in the Midwest and the Northeast to ensure precision and accuracy

• Wrote collection copy for high-end furniture and lifestyle boutique for publication on the company’s e-commerce site.

• Created and implemented daily lesson plans for English and creative writing courses with concrete objectives• Managed more than 100 students with tailor-made lesson plans based on students needs • Daily record-keeping• Taught video-and-sound editing and writing for television for students andsupervised the production of a daily ten-minute news broadcast with original feature stories• Taught literature and creative writing • Able to deal tactfully with parents and students

• Managed a team of 85 athletes during four, four-month-long seasons• Designed and implemented seven practices a week• Strategic meet planning to maximize winning potential; won the 2011 Championships • Organized a training trip for 40 swimmers to Ft. Lauderdaleweek over Christmas Break, requiring impeccable organization• 2009, 2010 Washington Post District Coach of the Year • 2011 Washington Post All-Met Coach of The Year• 2011 National Catholic Championship Coach of the Meet• 2011 WMPSSDL Coach of the Year

Wrote and edited quarterly class column for Alumni News Magazine. Recipient of Elmer E. Huhn ’24 Class Correspondent Award (2006) for column excellence. Seven years experience.

English TeacherStudent Newspaper AdvisorTeacher of the Year, 2007

Wrote press releases and presentations for New York City toy-and-entertainment company to meet magazine deadlines for holiday gift issues. Represented brands including Disney, Fisher Price, Comedy Central and FOX. Summer.