Freelance consulting across a wide-breadth of crafts in the Customer Experience field.• Offering project, program, and operational/organizational design consulting • Providing guidance in the areas of: Customer Success, Operations Management, Revenue Expansion, Quality Assurance, and Business Development• Engaging with a variety of industries including: Professional Training & Consulting, Food & Beverage, Health & Wellness, Managed IT Services, and SaaS HR Platform

Shopify is a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size. Shopify’s platform and services are engineered for reliability, while delivering a better shopping experience for consumers everywhere. Shopify powers millions of businesses in more than 175 countries and is trusted by brands such as Allbirds, Gymshark, PepsiCo, Staples, and many more.• Direct Leadership to a wide array of crafts including: Service Design, Self-Service (technical writing, community, localization), Voice of Customer, Analytics & Research, Product Launch & Insights, Project Management, Learning & Development, Quality Assurance, and Events & Engagement• Setting Vision & Strategy for numerous work groups relative to delivery cycles and frequent re-orgs• Driving delivery of a multitude of large-scale programs and initiatives including: Skill Development Curriculum, Quality as a Service (multi-craft), Dashboard development, Insights Flywheel, PMO establishment, and Craft playbook creation & iteration

Adobe is the global leader in digital media and digital marketing solutions. Its game-changing innovations are redefining the possibilities of digital experiences. It connects content and data to introduce new technologies that democratize creativity and inspire entirely new categories of business. • Led Customer Support Development, Knowledge Management, KCS, Quality & Training for Adobe DX Support • Architected a unified Digital Support Experience, with a self-help first approach, across multiple DX products, platforms and CRMs• Drove Global Support Strategy and Operational Initiatives

Marketo Engage offers end-to-end engagement for modern demand marketing. Marketo was acquired by Adobe in November 2018.• Delivered CX strategy across the Global Support Team• Led and Managed: VoC, PMO, L&D, QA & Analytics for the Marketo Global Support Organization• Owned the strategic direction of the Customer Journey program

Continuum is the technology industry's only channel-exclusive provider of fully integrated managed IT services solutions. Our SaaS-based platform supports over 5,800 partners and monitors more than one million endpoints. The platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients’ IT infrastructure from a single pane of glass, all backed by an industry–leading NOC and Help Desk. Our Partners leverage Continuum’s pay-as-you-grow business model to scale IT services without committing to long-term contracts and to reserve in-house staff for strategic initiatives.• Established and administered Customer Success programs and initiatives focused on partner engagement, revenue growth, account retention, employee development, and divisional scalability• Led and coached international teams of Technical Support Managers and Sales Engineers responsible for driving the successful adoption and expansion of the Continuum platform • Designed and facilitated career-development training for a global Customer Success organization

Guardian Protection is the world's largest privately-held security company, with more than a quarter-million subscriber accounts throughout the U.S.; consistently ranking in the top 10 of SDM's Top 100 security firms.• Provided direct leadership to the Learning & Development team at call centers in Pittsburgh, PA and Phoenix, AZ• Planned and implemented all functions associated with launching training activities at the Western Operations Center (remote start-up call center location)• Drove a number of programs and initiatives in collaboration with Customer Service Leadership including: New Hire Orientation, Product Launch, Quality Assurance, Career Progression, Mentoring, and Tool Development

ADI is a start-up venture offering a complete mobile ultrasound solution. The company was founded in Pennsylvania in 2012, with Westward-expansion explored in 2014.• Assessed operational expansion opportunities in the Greater Denver area• Created and delivered sales presentations on customer premise and remotely • Administered legal, accounting, and I.T. functions since company launch

Armstrong Cable is the 14th largest multi-system operator in the nation. Offering video, telephone and internet service across Pennsylvania, Ohio, Maryland, West Virginia, and Kentucky. • Provided direct leadership to the Supervisory Staff, Workforce Operations Team, and Training Division• Maximized the performance of a 250-seat customer service, sales, and technical support contact center• Directed projects including implementation of Verint Impact 360 (WFM), Avaya Elite Multi Channel (CRM), and Avaya Voice Portal (IVR); launched the Web Chat and E-mail customer contact channels

PNC Financial Services group is the 7th largest U.S. Bank in terms of total assets; providing deposit, lending, cash management, and investment services to more than 6 million consumer and business customers across 19 states. • Coordinated the development and implementation of strategic projects that involved changes to call routing, applications technology, and workforce efficiency • Managed the intra-day allocation of call volume to over 800 tele-banking consultants with discretionary control of overtime and voluntary unpaid time off budgets; implemented recovery plans as needed • Generated daily, monthly, and annual performance measurement reports; briefed members of management as needed

America’s Navy is the world’s premier naval power and holds the distinction of being the most multidimensional force serving the nation; conducting missions on all fronts: in the air, on land, and at sea. It fulfills a broad role that encompasses everything from combat to peacekeeping to humanitarian assistance.• Held Security clearance level- Top Secret SCI• Provided tactical and strategic signals intelligence and information warfare support to surface, subsurface, air, and special warfare units• Sent, received, and disseminated encrypted message traffic while serving in communication stations at the Pentagon and National Security Agency