Founded in 2017, we work with entrepreneurs in Europe and the APAC region as well as venture capital funds and business in the high growth tech sector. We support our clients internationally via our offices in Dublin and Munich as well as partners throughout Europe and Australia.

As Global Head of Customer Experience and HR at tado, I am responsible for delivering a delightful experience to both tado's talented employees and our B2C and B2B customers. Upon joining tado in May 2018, I formed a central CX focus by aligning all of tado's customer-facing teams into one organization. Together we formed a strong vision for delivering the best in class customer experience to our entire customer network. Today, CX at tado is a multi-disciplinary team, that delivers technical support, product consultations, community, and brand reputation management for our ever-growing network of customers and partners. In addition, this organization also act as the "Voice of the Customer", and are integrated into the product development process, where customer feedback and sentiment actively informs development priorities, helping to make tado products and service truly customer-centric. At tado, our #1 goal is to make tado a great place to work and cultivate the tado heartbeat. Happy employees deliver great customer value, and happy customers deliver outstanding company value. This is our order of operations and mission within tado Employee Experience (HR).

As VP of Consumer Operations, I led Bragi's global consumer support, eCommerce, and OnlineMarketing teams. Led the transformation of Bragi customer support from an internally resourced organization to an agile and scalable global support network with 80% of all support outsourced to multiple vendors in EU, North America, and China. We achieved this transformation in less than 9 months, while Bragi brought two additional hardware products to market, and opened sales in many new countries/regions.Led the development of Bragi's online sales and marketing strategy, as we shifted focus towards blended retail and online sales. This included establishing multiple online sales channels through platforms such as Amazon, eBay, Groupon, etc. Provided sales paths for products throughout their entire lifecycle from new to market to refurbished goods.For Logistics, I led the transition in the EU from an outsourced warehousing contract to an internal warehouse operation staffed and run out of Munich. As part of this project, we successfully cut fixed and variable B2C costs by over 47%.

In this role, I focused primarily on developing internal Digital Marketing, Advertising, and Social Media growth and engagement teams. The objective was to grow Bragi's direct audience while pushing brand awareness and reach primarily focused on DACH; UK, and North America.

In this role, my objective was to blend the support solution to provide processes and services for both B2C and B2B customers of Bragi. This included but was not limited to, establishing account management teams to handle product concerns received directly from B2B partners and redeveloping Bragi's RMA (Return Material Authorization) processes for both B2C and B2B.

In my initial role in Bragi, my objective was to develop the After-Market Services team, which included, EFFA (Early Field Failure Analysis), product refurbishment, and warranty processes and services. This culminated in the deployment of a fully functional refurbishment line built at our logistics partner's (UPS) warehouse facility in Louisville Kentucky.

I joined Apple in 2015 to help redevelop their B2B Channel Support teams for EMEIA, servicing over 1500 service partners and resellers.I led the deployment of a new partner support portal and live chat system that helped to dissuade over 40% of previous incoming support queries and reduce the live chat AWT (average wait time) from 25mins to less than 5 mins in under 3 months.This team was also responsible for developing all warranty repair strategies for AASPs (Apple Authorized Service Provider) in the EMEIA region.

In 2013 I transitioned from my role in CS management and took responsibility as HR Business Partner, partnering directly with the EU Customer Service, IT, PR & Marketing teams.Among others, my responsibilities included leading the deployment, analysis, and action planning of the employee engagement and opinion surveys for the EU operation, which consisted of over 1800 employees.

I joined Blizzard in Nov of 2007 as they opened their new EU support center in Cork, Ireland.As one of the first new hires on-site, I assisted in the growth of the support center from approx. 60 employees in Dec 2007 to over 1100 Customer Service advisors on-site by Dec of 2008.I directly led multi-lingual and multi-channel Customer Support teams in excess of 60 direct reports, providing CS for Blizzard customers in English, German, French, Italian, and Russian.