Your fractional CX partner, offering seasoned leadership without long-term commitment. I help founders and early stage startup leadership establish an operationally-excellent support structure that leverages every customer interaction for growth, frees founders to focus on high-value, unscalable tasks, and makes customer support a key business driver from day one.

Customer Experience:- Developed a comprehensive Customer Success operation from scratch, establishing a solid foundation for long-term customer engagement.- Led change management for a pricing overhaul affecting all existing customers, ensuring a smooth transition.- Implemented Quarterly Business Reviews (QBRs) to strengthen relationships and align customer goals effectively.- Managed the initial round of customer renewals, prioritizing retention strategies and satisfaction metrics.- Designed and executed customer engagement operations, constructing a detailed customer journey tailored to individual needs.- Developed and implemented a support chat structure for real-time assistance, enhancing customer experience.- Streamlined the customer onboarding process, improving initial interactions and satisfaction.- Conducted monthly calls to proactively address customer issues and ensure ongoing support.- Built and maintained a robust knowledge base to empower customers and enhance self-service capabilities.Operations:- Established payment processes in Stripe, effectively managing Monthly Recurring Revenue (MRR) and new account creation.- Collaborated with engineering teams on weekly product updates and customer reporting to ensure alignment and transparency.- Developed processes for managing new customers throughout their journey, optimizing satisfaction and performance metrics.- Managed the onboarding and offboarding processes for new hires, ensuring a seamless transition and integration.- Created and implemented a company-wide Notion instance to enhance collaboration and information sharing.- Established Slack processes to improve internal communication and team efficiency.- Oversaw HR processes, including tech onboarding and legal compliance, to ensure operational integrity.- Managed team meetings and reporting, maintaining alignment and accountability throughout the organization.

- Orchestrated the customer journey from pre-sales to renewal, leading a successful organizational restructuring and implementing new AI-driven ticketing software - Achieved improved efficiencies and customer satisfaction while lowering overhead costs and creating faster response times - Developed and implemented various Customer Success paths, including retention strategies, partnerships, and onboarding structures - Attained world-class KPIs: 83% self-service rate, 95% CSAT, and 20-minute first response time (FRT) with a lean team - Enabled customers to self-serve, allowing the support team to focus on tickets that directly impacted product performance and retention rates - Collaborated closely with the leadership team to provide valuable insights and contribute to strategic business decisions

- Rebuilt and restructured Biteable's support team, improving reactive support performance within the first 30 days - Overhauled the knowledge base, enhanced chat experience, and established a complete feedback loop with product and engineering teams - Managed both internal support agents and outsourced BPO teams, ensuring seamless transitions as the product evolved - Created the Customer Success operation from scratch, developing an extensive customer journey tailored to different segments and their needs - Managed annual renewals, pricing restructuring, and multiple product overhauls in relation to customer requirements - Maintained close relationships with customers of all sizes, including power users, through internal meetings and feedback opportunities

- Joined Stella Connect as Director of Customer Support following the Medallia acquisition - Focused on building and improving the support function for Stella Connect customers during the transition into Medallia’s structure - Ensured seamless operation and continuity of customer service while integrating Stella Connect into Medallia - Spearheaded the implementation of Intercom, enhancing efficiency and streamlining processes for improved overall customer support - Collaborated closely with the GTM/Sales and Customer Success teams to align on the customer journey and maintain consistent expectations at every interaction

- Responsible for the organization, management, strategy, and success of the Customer Experience department - Maintained world-class customer support with above-industry-average metrics - Managed a growing team of 20+ customer support agents - Oversaw the customer-facing content team to ensure high-quality support resources - Reorganized, implemented, and supervised a newly structured Customer Success team

- Responsible for the day-to-day performance of the Customer Support team - Managed a growing team of Support Specialists to address customer inquiries while adhering to external and internal SLAs and departmental mission - Actively involved in interviewing and hiring new team members, providing onboarding and mentorship throughout their ramp-up period - Implemented and conducted new hire training programs - Managed team workflow, morale, and individual career growth - Developed and implemented additional initiatives to enhance customer support and foster a positive company culture

- Managed the day-to-day workflow of a 12-member team dedicated to supporting an Enterprise client with their online presence - Oversaw the rollout of a new service contract, including SEO training and White Glove Support - Managed the onboarding of new team members, ensuring team culture scaled with growth - Implemented process changes and new initiatives based on valuable feedback from clients and team members - Tracked weekly team metrics and led bi-monthly retrospectives and project stand-ups to keep the team on track - Focused on maximizing team effectiveness while maintaining high morale throughout - Utilized Zendesk to manage communication between the team and clients, including designing the Help Center and creating support request forms

- Contributed to building and innovating the Enterprise Support Specialist team from its inception - Created process documents, policy guidelines, and efficiency tools for both internal and external use prior to launch - Developed email correspondence and informative content for onboarding new clients and supporting them throughout their subscription - Designed external landing pages, team images, and branding graphics to enhance the team’s identity - Provided dedicated support through phone, email, live chat, and training post-launch - Troubleshot technical issues on the backend of the software to ensure a positive client experience - Addressed client inquiries regarding all aspects of the software and its functionalities

- Successfully onboarded over 1,000 clients monthly to the Yext dashboard, tailoring each call to optimize learning and increase product engagement - Planned team-specific and cross-team events to promote positive morale and foster team bonding - Identified pain points in daily processes and developed new procedures for increased efficiency - Documented and reported technical issues to ensure optimal product performance - Consistently exceeded team averages in key metrics, including lowest turnaround time, most package upgrades in a week, and highest product installation rate

- Ensured campers were entertained, happy, motivated, and engaged, creating a positive experience for all - Adapted to a flexible and dynamic daily schedule with various moving parts - Connected with a diverse group of women, fostering inclusivity and community - As an Activities Captain, designed, planned, and executed creative programs and activities for campers - Organized and led large groups in various programming events - Collaborated with a team to tailor weekend programming specific to each camp’s environment

- Collaborated with the Executive Board to innovate, organize, and execute a highly successful Dance Marathon event - Helped Dance Marathon UF raise over $1.5 million for Children’s Miracle Network and UF Health Shands - Led, motivated, and inspired a team of 35 Morale Captains responsible for planning event activities and spreading awareness for the cause - Ensured high energy and uplifting spirit throughout the year to drive excitement and support for the cause - Played a key role in making Dance Marathon UF the most successful student-run philanthropy in the Southeast

- Simplified and made the week-long Panhellenic recruitment process enjoyable for participants - Acted as a supportive soundboard for women making big decisions and navigating stressful days - Disassociated from my own organization to remain impartial and available to assist with concerns - Maintained high energy and a positive atmosphere throughout the recruitment process

- Assisted with fundraising initiatives, donor outreach, and event planning - Supported Eco Africa Social Ventures’ mission to empower unemployed and unskilled women with income-generating crafting skills - Contributed to the creation of self-sustaining crafting enterprises in local communities - Helped lay the groundwork to improve the overall quality of life for participants beyond skills training

- Spread awareness about rural development, social entrepreneurship, agriculture, poverty alleviation, micro-finance, and food security on campus - Conducted events to inform the campus community about One Acre Fund's mission and relevant global issues - Planned programs to raise funds supporting One Acre Fund's initiatives - Recruited undergraduates for careers in international development, educating them on various paths and opportunities available

- Reviewed and classified historical photos and documents for website launch - Tagged materials with key information including date, subject, and place - Focused on historical data related to Middle East and Eastern African immigration - Contributed to the rollout of an archival website

- Planned and organized educational and recreational programs for campers ages 13-14 - Managed day-to-day activities, education, and overall care for campers - Served as a mentor and peer counselor to campers - Collaborated with programming staff to deliver a well-rounded camp experience