Workable is trusted by thousands of companies around the world as an all-in-one HR & hiring solution. I built and led global teams of Technical Support, Customer Success, Onboarding, Customer Enablement & Solutions Consulting. I provided strategic leadership for major initiatives including customer implementation, customer training academy & help centers, and implementation of tools like Zendesk, anti-fraud, and AI chatbot.My work enabled 30%+ faster onboarding time-to-value with new implementation program, and 10% improvement in GRR after launching digital success journey. Technical support earned 97.1% CSAT and saw a 24% improvement in ticket efficiency metric through self-service investments. I had cross-functional collaboration with both revenue and technical teams including Voice of Customer input into product development.

Gazelle was the largest online consumer trade-in program for cell phones and other electronics, being named to the INC500 list of fastest growing companies for three consecutive years during my employment. I started in the ecommerce team and moved to the customer experience team (reporting to VP level). I received three nominations as "most valuable" employee.I was instrumental in building the retail sales program, including the launch of Amazon seller channel and achieving eBay Top Rated Seller status. I created customer service processes, and implemented Salesforce service cloud. I created v1 of "certified pre-owned" device program.As CX manager, I owned NPS and customer insights/surveys. I maintained a dashboard to monitor key segments, individually researched detractors, and prepared internal "Voice of the Customer" comms. I led a number of projects tasked to remove customer pain points, with major initiatives being the launch of a quality audit program and various online a/b tests through Optimizely. This resulted NPS improvement from high 60s to 80. Notably, I owned the key "offline" conversion metric which involved managing the high-volume device shipping program. I spearheaded the testing, design and manufacture of a proprietary shipping box that increased conversion rates of key segments over 7%, resulted in higher customer satisfaction scores, and resulted in 6% lower per-unit cost.

BLFAC is a large summer camp and international exchange program for middle- and high-school students. I built a recruitment strategy (presentations, posters, info booth) which was successful in significantly increasing the number of sign-ups over previous years. I conducted over 1000 first-round interviews and auditions for the program using a standardized rating system. I had additional administrative duties for database entry and conducting calls to match exchange students with host families.