Accomplished executive with extensive experience in leading customer experience teams, driving strategic initiatives and transformative growth within technology-driven environments. Proven track record of enhancing customer engagement, driving product adoption, and achieving significant revenue gains through innovative customer experience strategies. An individual adept at learning new products, processes, policies, and procedures. Motivated and looking to continue to support a customer centric organization in creating world-class experiences for the end userCareer Highlights- Managed a global customer operations team overseeing more than 2,000 FTEs, enhancing customer experience across 80M+ active accounts and supporting revenue growth to $1.5B.- Drove a 300% improvement in customer experience (NPS) and a 70% reduction in cost per contact through strategic initiatives and data-driven process optimizations.- Executed on the delivery of Venmo's first chatbot, reducing chat contact volume by 1m, realizing a cost savings of 3.75m- Pioneered Venmo’s first Social Media Support team, leading a cross-functional effort to enhance brand presence and customer engagement on social platforms.Areas of Expertise- Developing strategic plans and actions for customer service / business development- Team leadership, direction and training- Cross-Functional collaboration and relationship building- Management of global projects and policy changes.- Driving key performance metrics- Clear, transparent communication to all levels within the organization
