After 20+ years scaling CX/CS functions of all sizes, across many industries, it's time to take that knowledge and use it to build better tools for support!SwiftCX is leading the charge on bringing thoughtful AI and Automation technology to customer-facing teams. Through our smart suite of tools, we make it easy deliver world class experiences to your customers at scale.

I help companies optimize their customer-facing operations and improve the way they capture and leverage valuable customer insights by acting as a fractional support leader.I am currently a fractional VP of Customer Support for an e-commerce startup.

Built and scaled a complex Customer Operation comprised of three key depts: Customer Support, Claims, and Trust & SafetyImplemented multiple programs, such as VOC and Usability Testing, designed to extract and distill the customer's voice into valuable insights for the company.

Responsible for the strategy and success of four key customer facing teams: Implementation, Client Success, Customer Support, and Reimbursement.

Scaled the support operation to become an operations hub, supporting an entirely virtual medical practice. The team was responsible for: Member Support, Clinical Support, Enterprise Support, Billing Support, and Technical Support and was comprised of agents, medical professionals, technical professionals, etc.

Built an entirely remote support operation, from the ground up, which supported patients and providers across the country.

- Created “Voice of Customer” program, designed to capture qualitative customer feedback from various sources; and implemented a process to combine results into the product development lifecycle. - Maintained company's A+ BBB rating and helped reduce total annual complaints filed by 40%. - Facilitated the upgrade and implementation of 2 new systems (Ticket system and VOIP solution), rolled out to over 100+ internal users. - Continued expansion of team to 90+ agents to support rapid business growth and languages spoken by various international segments, such as: German, Spanish, and Japanese. - Launched a 2nd call center in Utah to help increase sales and retention. - Implemented incentive program to motivate agents into finding creative ways to delight customers. - Created an approach to contact logging in order to accurately convey severity and impact of customer's concerns. - Increased CSAT (Customer Satisfaction) and FCR (First Contact Resolution) scores by more than 20%.

- Created and updated various processes and procedures to improve consistency, efficiency, and quality of support. - Grew department from team of 7, handling only email support, to a team of over 40 agents providing phone and email support. - Transitioned team from inconsistent weekly coverage to dependable 24/7 support. - Led team to consistently achieve service targets for email response time, email quality, call answer speed, call handle time, call quality, CSAT, etc.

• Created effective media structures and new processes for 3 local businesses seeking to grow their online communities.• Successfully helped a start-up business increase its social network to 5,000 fans within a 60-day period.

• Managed a team of Community Relations reps and In-World Moderators; monitoring rules of conduct within the virtual world and forum environments.• Developed a user support program called “Tech Experts”, which helped to off-load inbound support requests to the community.• Improved the structure and efficiency within company’s Alpha program, resulting in an amplified amount of successful bugs posted by 200%.• Implemented a quality monitoring program to help observe moderator activities during all 24 hour work schedules.*Company did not secure additional funding and laid off most of its workforce

• Effectively scaled the Customer Care team in order to maximize the number of active users per live rep, thus maintaining lowered costs while company grew exponentially.• Drastically reduced inbound support requests by implementing and configuring a cost-effective 3rd party support solution.• Helped spec out a site-wide communication tool to allow our users the ability to receive daily communication from the company.• Worked with various safety and law enforcement agencies to create safe player conditions and become COPPA compliant.• Designed a “Community Health Report” in order to deliver valuable information regarding the pulse and output of the community.

• Consulted clients on Customer Support operations, while attending school.

• Achieved industry standard service levels and led strategic sales initiatives, which increased phone sales by 10-20%.• Successfully expanded department from a small team of 3 members to a large group of 30 representatives.• Helped department scale to its 4x volume increase over a span of 3 years, while maintaining a consistently low staff turnover rate by creating a team atmosphere of value and respect.

Part of a very small 5 person team that helped shape Zappos customer support.

• Managed and ran a small profitable auto business; handling all daily functions, including sales, marketing, accounting/finances, networking and recruiting.

• Managed and trained a team of approx. 25 customer support reps, and maintained a high-profile client base.• Tracked performance and implemented strategies to increase support volume handled by 2.5x with no additional headcount.• Provided documented analytical information to clients creating a solid customer feedback loop; created new procedures to help obtain the utmost customer satisfaction.