I've created a Consulting business to take on some of the most common Operational issues facing fact-paced business today:◘ Quality Customer Operations (Customer Experience, Support, Warranty, Training, Quality & more)◘ Reduce Spend (Let’s save money through assessing staff, processes & technology tooling to make sure you’re spending when & how you want)◘ Organizational Structure (How & when to scale your teams, hiring correctly the first time)Contact me to learn more - I would love to help!

My team led operational excellence for Motive’s Post Sales organization through streamlined department execution, investment in efficient & value-driven customer experiences, and strategic implementations.Post Sales includes: ◘ Professional Services ◘ Customer Onboarding ◘ Customer Success ◘ Technical Customer Support ◘ Customer Shipments Operations Teams include: ◘ Knowledge Management & Motive Help Center ◘ Customer facing video development ◘ Customer Success Coordination/Back-office◘ Customer Experience◘ Project Management (PMO) ◘ Quality Assurance & Performance Management (Sales & Support) ◘ Workforce Management & Resource allocation

Leading Support Operations & Enablement teams focusing on; enhancing Customer Experience, driving rep efficiency, ensuring staffing to exceed SLAs, creating Technical & service training across Support, and a customer-first quality program. Scaled team from 17-47 establishing Project Management, WFM, Analytics, & Customer Experience teams. ◘ Technology - Implementation of Ada chatbot & SFDC LiveAgent chat as a support contact channel resulting in 10% channel mix and 30% deflection rate, implementation of GetFeedback survey platform for CSAT/NPS/Churn/Help Center feedback surveys, ongoing tool stability & outage management across tech stack◘ Workforce Management - 110% achievement of global SLAs for staff of >400 agents◘ Analytics - Roadmap for Snowflake integration for 5+ data sources & Tableau dashboard creation◘ Help Center - Establishment of multilingual experience, content templates, image guidelines, User rating score, migration from SFDC to Zendesk platform, increasing writer output by 50%◘ Project Management - Implementations; Multilingual support (French), Support readiness for KT to Motive re-brand, revision of Tier structure from 3 to 2 Tiers, Global Escalation process ◘ Training - New Hire Onboarding program revision resulting in reduction in training time by 20%, T1 & T2 certification programs, leadership certification program for Support management, Trainer certification program of in-house & BPO trainers, development of Facilitation, Instructional Design & Learning Strategy teams ◘ Quality - Implementation of proactive QA program & reporting, DSAT analysis program, low performer improvement program resulting in QoQ 40% increase in agent QA scores ◘ Customer Experience - Built out Motive's Customer Experience program including; ongoing NPS analysis and company action, CX insights team to the loop with all detractor & DSAT customers & enrich data, Customer Journey mapping program, survey strategy & listening posts

◘ With process improvement, bug analysis and automation implementation, reduced team workload by 20%. ◘ Created key metrics to drive efficiency and reduce launch errors, established tracking of all work items. ◘ Led implementation of standardized Product launches for global Compliance, Tax and Wholesaler Portals; resulted in clearly defined technical & business requirements across the organization. ◘ Identified opportunities in the customer journey and delivered insights to the Product team for execution.◘ Developed a framework for taking on new workstreams from Product & Engineering teams that allowed for aligned project scope, timelines to execute and resourcing identification. ◘ Guided team through two company reorganizations, restructured team to support Product strategy pivots.◘ Department team strategy and program management; led Product team offsites, defined organization meeting cadence and reporting cadence with VPs of Product & Engineering.

◘ Assessed contact volume strategy resulting in missed calls reducing from 50% to under 5%. ◘ Drove improvement of CSAT scores from 68% to 92%.◘ Streamlined support structure from three tiers to two; led the outsourcing of T2 team to BPO.◘ Created the Medical Safety Review Team (US) responsible for reviewing and classifying health events reported by JUUL customers in compliance with FDA regulations. ◘ Standardized performance of two BPO vendors across four sites and launched executive global reporting.◘ Developed global contact center operational excellence SLAs; CSAT, FCR, FRT across phone, email & chat.◘ Grew team from 6 to 27 across three countries, with a focus on employee engagement, performance management and coaching.

◘ Established internal workflows and Zendesk configuration to support customers across multiple brands. ◘ Created streamlined processes for customer to agent hand-offs with brand partners. ◘ Established and reported on CSAT, team SLAs, and return rates to executive leadership for both internal business and external brand stakeholders. ◘ Wrote and maintained one-to-many literature for customer FAQs across brands including Returns & Exchanges. ◘ Defined email touchpoints for customer purchase journey (Order, Shipping, and Return confirmations). ◘ Acted as brand point-person for all customer related escalations and cross-company communications.

◘ Led implementation of Zendesk, including multi-channel support that tied user data to the main database. ◘ Identified root cause of excess volume and reduced by 65%. Reevaluated complex security measures for vehicles, reducing volume by additional 14%. ◘ Implemented in-app Help Center, including content development, to eliminate need for overnight staffing. ◘ Worked cross-functionally with engineering and mechanic teams to solve recurring issues related to software, firmware, and vehicle maintenance, through bug triaging, reporting and wireframing solutions.◘ Hired, trained, and managed 8 new support agents in user, vehicle and technical support.

◘ Supported business continuity by ensuring Consultant compliance with the Direct Selling Association (DSA) & Federal Trade Commission (FTC) regulatory channels including field communications.◘ Provided support to the Legal Department; subpoenas, notarized documents, owned BBB complaints.◘ PCI Committee Member; highlighted legal PCI issues, drove changes in processes with IT Infrastructure team. ◘ Implemented & conducted monthly audit of Consultant spending practices, assessed fraudulent spending activity and investigated policy violations. Summarized & recommended disciplinary actions to executive staff for review.

◘ Fast paced, call center environment phone & email channels, consistently performing in the top 5%.

◘ Communicate with vendors to asses inventory needs to fulfill customer orders.◘ Address questions by phone, email and in-person support. ◘ Accounts payable and accounts receivable.