Leading our Global Customer Success and 24-hour Customer Support organizations in providing world-class customer experiences during the sales/trial, onboarding, customer support, customer experience, renewal, and growth stages in our customer’s business life cycle.

Designed and implemented the Customer Support, Onboarding, and Customer Success teams in providing world-class customer experiences during the sales/trial, onboarding, customer support, customer experience, renewal, and growth stages in our customer’s business life cycle.

• Responsible for ensuring the Customer Success, Technical Support, Professional Services, and Educational Programming teams all provide unparalleled customer experiences during the onboarding, support opportunities, and growth stages in our customer’s business life cycle.• Established feedback strategies/standards and then improved NPS over 50 points and Customer Satisfaction 30 points.• Developed/Implemented departments, workflows, reviews, SOPs, and SLAs.• Doubled the size of my teams while instilling the polish and world-class principles of the global corporations I previously led.

• Piloted, developed, and implemented the modern Customer Support experience. This designed a virtual queue for customers that would allow them to be helped same day. It results in a 200% increase in available appointments for same day customers and increased overall access to technicians by 75%. This allowed customers to be seen on their time.• Piloted, developed, and implemented Buy Online & Pickup In Store. Ensured that the customer experience was unmatched and seamless between online and in store. Provided training and support to teams in San Diego Market so that when go-live commenced, success was inevitable.• Led organizational teams through large changes and improvements. Improved process and accountability such that Physical Inventory scores reached levels of 99.57% accuracy by independent auditors.• Utilized reporting data and observable behaviors to focus on developing and delivering an unmatched customer experience. Raising Net Promoter Score in stores to 77 (5 above company average).