• Expanded the Customer Support Team by 10x with departments and career paths includingQA, Workforce Management, Disputes, Training & Doc, Social Media, Risk Ops, and CX Ops• Launched bilingual BPO operations with TaskUs in two locations MX and CO• Introduced and Scaled 24/7 Support across Chat, Email, and Phones with strict SLAs• Established support services for the Uber Pro Card launch and financial product offerings• Implemented CX software projects including AI and Chatbot. Tools included Zendesk, Jira,Confluence, Ada, Snowflake/Tableau, Playvox, and Docebo• Spearheaded cross-department CX RCI including categorization, IVR efficiency, handle time, fullyautomated contact, and agent experience using Lean and AGILE methods

• Rapidly grew the Support team aligned with sales growth from under 20 to over 80 with new depts for Training and Doc, QA, Social Media, and Chargebacks and providing high-quality customer service operations to over 2.6M+ B2C customers and 40k+ B2B customers• Migrated to ZenDesk CRM, achieving significant customer service improvements• Prepared for major product & enterprise launches cross-functionally including Target and Gamestop• Co-founded a Parents Employee Resource Group (ERG) as part of DEI initiatives • Restructured for acceleration and rapidly grew a Support Team by 4x over proportional sales growth• Cross-functionally prepared for major product launches and enterprise partnerships for successful launch including Target and Gamestop• Transitioned ticketing system to ZenDesk and launched additional channels with adequate staffing and training models. • Thoughtfully planned the information design of ZenDesk and other integrated systems for customer experience, continuous improvement, great reporting, agent experience, and automation.• Involved in all aspects of operational development including role definition and staffing, leadership development, organizational resources and tool setup, executive summary on KPI insights, budget planning, and headcount projection models- 95% reduction in first response time. 20% of tickets resolved by automations. 4.9 Star TrustPilot score.- See https://www.zendesk.com/customer/sezzle/

Supervised an in-house Tier 2 team and outsourced Philippines Tier 1 team.• Oversaw resolution of 15k+ tickets and 13k+ chat conversations during which we saw the following KPI improvements: - Decreased Ticket Backlog from over 2000 to under 160 unresolved tickets - Decreased average Full Resolution Time by 3x - Increased Chat CSAT from 71%-89%• Assisted with Support processes for SOC II, GDPR and CCPA strategy, execution, and audit. • Collaborated on the extended executive staff team on company OKRs and business strategy.• Analyzed product friction points and provided feedback to Product and Engineering.

• Supervised a global team of Technical Customer Support Analysts in 5 geographic locations.• Managed all incoming Product issues for a portfolio of over 200 Online Retail clients.• Oversaw the resolution of over 20,000 Salesforce tickets from internal and external customers.• Reviewed and implemented new processes to provide the best service. This included developing several new Partner relationships, new products, and standardized handoff procedures.• Evaluated and mentored staff in performance, accuracy, and training.• Provided regular executive updates and championed cross-team initiatives.

As a team within Customer Support, Client Health is the "proactive" side of issue management. I was responsible for inspecting, monitoring, and escalating issues on all active sites and integrations across the RichRelevance portfolio of Fortune 100 and IR500 clients. Client Health ensures that RichRelevance's products are being fully utilized, as well as driving Client Services opportunities. In the manager role, I designed the processes and team from the ground-up with insightful KPI's and an easily understood deliverable describing SaaS instrumentation health.

As a one-person Client Services Training department I developed internal and external training programs; I focused on getting the right information in front of the right people at the right time.• Identified training needs and established scalable and effective training programs. This included project management, content creation, and business administration using documentation, videos, online webinars and live training sessions.• Created curriculum and content using the ADDIE model for Instructional Design • Analyzed and acted on feedback and KPIs for training improvements and needs• Managed business process improvements including self-sustaining and crowdsourced content creation methods and triaging urgent re-training needs.• Implemented leading enterprise software and delivery tools throughout the stack of information exchange and content creation, including the business case and value of each tool.• Interviewed Subject Matter Experts and assisted them in fulfilling training sessions• Managed shared resources across many departments including people, budgets, and software.• Fulfilled hundreds of Salesforce login tickets both to alleviate Support and to identify opportunities• Recorded, Edited, Marketed, and Tracked training videos, meetings, and webinars for effectiveness.Tools used include: MindTouch, Salesforce, Confluence, HipChat, Jira, Google Forms, Google Docs, Google Hangout, iMovie, Vimeo Pro, GoToMeeting, GoToWebinar, GoToTraining, ReadyTalk, Snagit, Audacity, Sugarsync, Outlook, Excel, Powerpoint, Cornerstone-on-Demand, Camtasia, Articulate, Captivate, Adobe Presenter, Marketo, and Litmos.Topics of training include: Introduction to New Products, UI/UX, Release Notes, Implementation, Debugging, Use Cases, Analytics, OmniChannel, eRetail, Sales Training, and Best Practices.Products and languages include: JSON, HTML, CSS, JQuery, RichRecs, RichPromo, RichConnect, and RichRecs+Email

I was ultimately tasked with starting and exploring the possibility of US operations for a German based solar product.• Defined the scope of liability and safety and outlined strategies for mitigating risk• Developed the european product to meet the needs of the US codes and regulations (including NEC, IBC, IEEE) including preliminary investigations with UL and contributing to symposiums with authorities (inspectors, code boards, and the Department of Energy)• Project managed a variety of facets to launching a new product in a new market, including contracts and vendors from the entire supply chain from design, engineering, fabrication and warehouse management.• Found and sourced vendors of a variety of services and components.• Designed and developed test installations of a new and innovative product, including applying for alternative methods and materials for local AHJ's.• Managed intellectual property assets and assisted in appropriate patents.• Developed training plan and instruction manuals for US audience.

• Designed photovoltaic solar systems for residential homes.• Performed structural and electrical calculations to ensure safety and compliance with code• Managed and coordinated projects with sales, contract verification, and installation crew• Drafted engineering plans in AutoCAD for submittal to local Authority Holding Jurisdiction• Ensured compliance with NEC, IBC, and local requirements of building and utility• Prepared bill of material, EPBB, and PV Watts reports

• Designed and drafted HVAC and plumbing systems in collaboration with PEs.• Integrated with a team of Engineers, Architects, Contractors, and Owners• Confirmed onsite installations according to design specifications

• Prepared lessons and worksheets highlighting core concepts• Led between 8 and 95 students in learning exercises• 20+ hours of leadership training, 3000+ student contact hours• Record-breaking number of participants attending sessions

• Researched the manufacturing environment of a newly developed material• Tested properties of the new material to establish performance benchmarks• Integrated with a team on RCI events to meet formidable manufacturing goals• Designed, built, tested and implemented competing machine modifications• Learned and implemented A3, Lean, 5S, Kaizen and Kanban strategies

• Grew crystals of rare-earth metals to study their unique properties• Tested superconductive, electromagnetic, and thermal properties of these crystals• Analyzed data and statistics from test results• Reviewed and edited post-doc papers and presentations