Bad Ass Wines. Straight Outta Virginia.

Scaling with high-quality supply yields the optimal experience.Lead organizational prioritiesScaled supply in 19 countries by 105% Increased Perfect Orders by 110%Optimized marketplace margins globallyHanded over $600 to Danish CustomsHad a blast with great people

Held key role on the Global Customer Experience Leadership Team. Accountable for team of 75 that manages and develops our Top Buyers, Top Sellers, Concierge and Corporate Clients.Transformed customer experience organization by creating mission, vision and strategies for a mid-year 2018 roll out. Created alignment with enterprise-wide objectives, specifically focusing on "We'll Get You There" mission which immediately increased global net promoter score (NPS) 2-points.Successfully overhauled the customer experience on StubHub website. Built a matrixed team focused on identifying and resolving numerous functionality issues. Efforts lifted conversion of impacted users 10% to bring in an additional $125K in top line during month of testing and uncovered $120MM annual opportunity by identifying, testing, and prioritizing additional improvements.Increased overall team productivity and morale by spearheading monthly sessions with employee/leaders to discuss issues, define actions, and share results. Initiative resulted in employee satisfaction scores of 82 (ESAT) - an increase of 18-points from previous year.

Focused efforts on identifying and resolving internal and external issues, managing team to prioritize items based on customer impact. Continually streamlined internal processes and tools to efficiently handle customer interactions and owned CRM and BPM systems, ensuring full functionality.Decreased customer payment time from five days to same day, reduced internal costs $3M, and minimized untimely payments by introducing ACH payment option to sellers.

Held oversight of critical buyer satisfaction metric NPS, working to streamline and improve pre/post purchase process to mitigate any friction.Significantly reduced wait time for gift certificates by 12 days, doubling the amount of gift certificate purchases year over year ($4M). Identified opportunity to automate the system by leveraging an internal business process management tool to deliver the positive results.

Guided customer operations for 7 states, hiring, and staffing locations to facilitate last minute ticket pickups for hundreds of events annually generating mid double digit growth year over year. Streamlined inventory processes for on hand tickets nationally, identifying requirements and resources to automate process and deliver real time results.Assistant Regional Manager from 2006-2007Regional Coordinator from 2005-2006

All kinds of fun stuff:Web Designer/Host/Tech Consultant -Built and hosted sites for clients.Band Manager/Agent - Blue Yard Garden, James Turner Productions, Empyrean Records.Partner In OC Kayak & Exterior Motives.Concessions Partner - US Open(s), Kemper Open(s), US Senior Open(s).Really fun stuff:Air Force Special Ranger - "Species 2 (that's me with the rubber M16)Location Manager DC - "Traffic"Stage Manager - Los Lobos, Equality Rocks, DC July 4th, Tibetan Freedom