- Built support architecture, scaled CX team from 15 members to nearly 200; launched a new support center to handle all channels of customer support (email, phone, chat) in less than 5 days. - Developed multi-tier support system spanning across multiple support locations- Created new hire and ongoing training programs, inclusive of both e-learning and instructor-led material- Managed LMS, spearheaded internal procedure and policy development and created external, customer-facing content visited by millions of customers each year-Proudest accomplishment: developed a team of young professionals to become leaders within CX and respected members on other ThirdLove teams.

Built all things related to the Customer Experience at Lumo. Including policy and process development and implementation, construction of the self-support architecture, organization and design of the help site, leadership of both in-house and remote employees and communication the customer voice to influence positive change.

Training Program Manager, Training Evangelist- Fitbit Original, key contributor in creating Fitbit’s Customer Support team. - Program Manage a global Support team comprising members in NA, EMEA, APAC, and LTAM. - Primary company cultural link between Fitbit HQ and sales and support teams across the US and around the world. - Coach and Manage Geo Support Managers and Leads. - Create and maintain New Hire Training Program for both sales and technical support teams- Create global training programs to support new product, policies and tool launches.- Well versed in localization and translation Customer Support Management. - Launched Global Support Centers around the world supporting multiple billions in Product Sales.

- Developed and maintained various internal knowledgebase articles to support reference material for domestic and INTL employees. Facilitated key meetings and focus groups with international technical support advocates to help ensure updates and clarify of such instruction.- Facilitated weekly QA calibration meetings, adjusted internal knowledgebase articles and training modules as needed.Represented Fitbit at its first appearance at the Consumer Electronics Show.- Led and trained a group of five employees and facilitated their conversion to FTE by assigning key tasks and responsibilities. Many are still part of the organization; some serve in support while others serve in different departments.