- Annual recurring revenue- Implementation- Technical support and customer service

Ecommerce- First CX hire, 15th hire in the entire company- Scaled the team from series A startup through series C funding - Managed dozens of brands and thousands of products across multiple marketplaces and DTC- Set up first international team at Heyday, moving our Philippines BPO into an in-house "captive" team- Systems admin for Zendesk, Medallia, Tymeshift, and more...- Owned Amazon Channel Operations,including the catalog, compliance and reporting of Seller Central

Reservation Tech- Won the 2020 Golden Stevie for best support department of the year- Scaled Peek's series A SaaS support and success center and carried it through to the series C phase of growth.- Implemented for the first time an incentive structure, attendance policies, quality auditing team, training, and workforce. - Transitioned team to 24 hour support, including an offshore BPO team in the Philippines, Chile and Colombia. - Vetted and negotiated contracts with third party tools for the support center, including Zendesk, Stella Connect, and Client SuccessResponsibilities include:- Lead the business to business relationships of our SAAS customers. - Manage daily operations of technical support teams in San Francisco, Salt Lake City, and the Philippines.- Managing 3rd party vendor services for tour companies across the U.S. We act as an extension of their companies in answering their customer’s questions and assisting in the booking of travel activities.- Manage customer service and website support for Peek.com.

- Managed an organization of 8 teams of digital customer service reps- Supported, trained and mentored 8 people managers of various experience levels and skill sets- Worked with other senior leaders across 5 support centers located in the USA and EU

-Provide strategic leadership and vision to a 400+ associate call center.-Direct digital sales and customer support via chat, email, mms, and various social channels.-Direct the customer service quality auditing of all sales and service channels e.g. phone, web, etc...-Direct the internal supervisor resources for our front line associates, known as "Customer Care."-Direct the internal "Associate Development Program" designed to strengthen our leadership pipeline and help front line associates become future managers.Other positions held during my tenure at 1-800 Contacts include:- Associate Director of Workforce- Sales Manager- Retention Manager