People:-Led 140 teammates across 6 countries (New York, Nashville, Mexico City, Paris, Mumbai, Manila) and 7 departments, including Artist Support, Content Review, and Fraud Prevention.-Mentored and promoted a dozen team members into leadership roles, fostering internal professional growth.-Built high-performing, highly engaged teams, with 16 team members recognized with company awards (Core Achievers and Rockstar Awards).-Achieved above-average engagement scores in company-wide surveys, earning the highest department score in the 2023 EOY period.-Boosted employee retention from <6 months to 3+ years, with a strong internal promotion rate.-Launched a company-wide shadowing program to promote customer-centric solutions across business lines.-Introduced TuneCore Employee Artist Showcase, a now-regular celebration of home grown talentPerformance:-Partnered on company-wide initiatives to deliver data-driven CX insights and guide stakeholders.-Enhanced team efficiency through automation, process improvements, and audits, cutting support response times from 30 days to 5 hours on average.-Expanded operations globally, launching teams in 6 cities and introducing native language support, growing offerings from English-only to 30+ languages.-Reduced operational costs by $500K in 2024 and raised CSAT from 60% to 90%.-Implemented AI/ML self-serve tools, achieving a 50% SSR and increasing coverage to 24/7.-Deployed a multi-tiered support strategy to scale with growth.Public Speaking:-Delivered talks at events like SXSW, ElevateCX, and HypeBot, and prepped C-suites for executive speaking engagements.-Represented TuneCore to top clients, artists, and press outlets, including Music Business Worldwide and Billboard.-Spoke at industry events and collaborated with global communications teams on high-profile projects.

Overseeing the global Artist Support and Artist & Partner Relations teams to provide an effortless client experience, tailored to fit TuneCore's diverse client base.

Managing a global team of agents and leaders across NYC, Nashville, Paris, and Mexico City, to provide a best-in-class support experience for all of TuneCore's independent artists. Additionally, overseeing Copyright Administration operations.

- Applied Six Sigma methodology to drive process improvements across operational and product organizations.- Handled direct management of the company's largest strategic accounts- Managed an international team of 9-12 agents across NYC, the Netherlands, and the Philippines, providing coaching, productivity tracking, goal setting, and development opportunities during a period of significant organizational change.- Unified separate departments into a cohesive, high-performing team.- Launched the company’s first comprehensive help center and chat support channel while maintaining KPI excellence in email support.- Delivered regular CX insights and reports to C-suite and product leaders to inform continuous improvement initiatives.

- Led a remote team of 10-12 support agents in a high-volume SaaS environment, managing call and email channels.- Implemented metric-based productivity tracking and cross-functional process reviews to enhance team and product performance across customer-facing departments.- Developed process and data review systems to ensure CX reporting integrity and create intelligent self-service tools.- Served as a Voice of Customer (VoC) partner for Product leaders, delivering actionable insights and user research to guide product initiatives.

- Led teams ranging from 5 to 100 members, fostering welcoming, supportive, and visually engaging in-store experiences across the fleet.- Oversaw floor set execution in the company’s highest-volume store while coaching sales associates to deliver authentic, customer-focused service.- Implemented a loss prevention program, achieving a 10% reduction in product loss in suburban Pennsylvania.- Forecasted workload requirements to ensure seamless seasonal product flow and in-store support.- Leveraged creative problem-solving to drive success and operational excellence at Gap.