- Spearheaded operational enhancements enabling a 500% year-over-year increase in group coaching sessions, facilitated 400+ sessions with streamlined processes and configurations.- Led cross-functional teams to assess, streamline, and implement new coaching processes, reducing time to completion by 60%.- Collaborated with stakeholders to address process issues, develop strategies, and provide training on implemented solutions.- Utilized Salesforce reporting to analyze Voice of Customer feedback, informing product roadmap decisions and enhancing client satisfaction.- Presented progress updates and resource allocation recommendations to senior stakeholders bi-weekly, highlighting efficiencies and addressing concerns.- Recognized with CEO Award for representing company value Be Bold for ruthless cross team collaboration and driving change within change adverse teams

- Directed strategic initiatives overseeing a £1M cost center and managing budget adherence, resource allocation, and tooling utilization.- Managed, coached, and developed a multinational Customer Support team of 50 employees, fostering career progression and performance motivation.- Orchestrated the integration of two support teams post-acquisition, implementing new systems, processes, and feedback cycles.- Tracked and reported KPIs to executive leadership, including a 95% customer satisfaction rate and 20% decrease in operational costs.- Project-managed the implementation of Salesforce Service Cloud and migration to a new telephony provider, achieving operational efficiencies and cost savings.

- Led global expansion of Tier 1 support program, including training initiatives in India resulting in increased customer satisfaction.- Managed a team of 4-8 employees, facilitating performance reviews and career development.- Established bug escalation process and fostered cross-departmental collaboration, reducing product performance cases by 20%.- Recognized with the Rising Star award for outstanding contributions to the organization and culture development.

- Scaled Tier 1 support program globally, spent one month in India training and certifying 13 employees on product and support processes, phone, chat, and email- Implemented and codified external and internal processes including Customer Satisfaction ratings for all Client Services, Tier 2 support for customer escalations, expedited move of phone to InContact- Oversaw mentoring of Tier 1 support geared at increasing CSAT rating- People manager for 4-8 employees, facilitated weekly 1:1, performance reviews, career pathing- Developed bug escalation process and built strong cross-departmental relationship with engineering and product, leading to decrease in product performance cases from 50% - 30%

- Served as liaison between customers and the product and engineering teams- Provided in-person white glove service to VIP customers as part of relationship management for Account Managers- Facilitated screen-shares with customers to diagnose bugs and provide training

-Opened facility and received campers-Taught sailing to a diverse group of kids ages 5-15-Responsible for the safety and education of children,many of whom have never been on the water-Sailed children with disabilities and created a safeand enjoyable experience