•Built and oversaw the e-commerce customer support experience for the online launch of Mishima Reserve, the company’s luxury Wagyu beef brand; provided support 7 days a week while also creating systems, FAQs, and documentation for future customer support team members •Streamlined and provided all e-commerce customer support for Beecher’s Cheese; created training materials and trained other members of the e-commerce team so that they could provide additional support as needed through the 2018/19 holiday season•Created and acted on weekly core KPIs and metrics to ensure excellence and share crucial information across the e-commerce team (average Zendesk customer satisfaction rating of 96%)•Collaborated with Sugar Mountain marketing, social, IT, and kitchen development teams to turn customer feedback into actionable items and internal changes whenever needed; (e.g., communication with in-store operations director to improve employee interactions with customers at brick and mortar locations)•Worked with third party logistics coordinators and shipping companies to streamline communication and fulfillment processes•Identified opportunities for surprise and delight and elevated experiences whenever possible

•Conceptualized and built ChefSteps' customer support experience from the ground up for the ecommerce launch of Joule, the company’s first hardware product•Recruited, trained, and led the CX team from 1 to 4 team members (located in Seattle and Italy) over 2.5 years; the team now provides support for 7 SKUs and responds to ~2 K inbound messages monthly with an industry-leading customer satisfaction score of 95%•Managed the customer experience elements of key partnerships (e.g., Amazon, Sur La Table, Snake River Farms)and designed customized customer experience processes to ensure happy and satisfied ChefSteps / Joule customers across multiple channels and platforms (e.g., Amazon reviews, Facebook, Instagram)•Served as the primary customer advocate within ChefSteps and influenced key outbound communications (e.g., price changes, significant launch delays) to ensure a consistent, pro-consumer voice and approach•Researched and selected all ecommerce CX platforms and served as the main point of contact with all platform providers to ensure the availability of key features and data

•Involved in all planning and outreach around media pitching and consumer engagement with a leading food-based industry association, representing over 4K growers and 100+ handlers•Assisted with orchestration of various trade shows, consumer/health professional communications and yearly Harvest Tour event of key stakeholders (health professionals and social media influencers)

•In-house execution of all media and public relations inquiries and features. Placements include The Wall Street Journal, Food & Wine, Bon Appetit, Wine Spectator and Wine Enthusiast•Assisted Brian Canlis (owner) and Jason Franey (executive chef) with all local and national offsite events including the detailed planning of itineraries, booking travel and serving as culinary liaison and coordinator