Excited to return to my love of community management in a space that values real connections. Camp’s L2 promises an easy bridge for creators to engage with their Web2/Web3 fanbases directly. I lead a team of community managers and volunteer Camp Guides to create an authentic, meaningful community of friends from all over the world.

I led the Level 2 technical support and Twitter/Discord support teams for OpenSea, and worked cross-functionally with the entire Customer Experience, Marketing, and Engineering/Product orgs.

Go to Market hiring and organizational support and operational leadership for the Zoomie Network, a new video-based social network for the benefit and welfare of animals. Hiring, designing processes, and managing content moderation strategy, community and influencer development strategy, and customer support strategy pre-launch, following the exit of most Blockfolio founders from FTX to start this new venture.

I stepped into a newly created role to build and drive customer experience initiatives across FTX US brands, including Blockfolio and mobile apps, FTX NFTs and FTX Pay, and FTX US Exchange.

As the first dedicated Head of Customer Success at Blockfolio, I created, hired and staffed, and managed the customer support and social media teams, processes, and relationships for Blockfolio Trading in partnership with teams at FTX and FTX.US. I managed and directed the daily and weekly activities of two shifts of offshore customer success professionals in the Phillippines and Australia as well as a US-hours team, handling volume and specialized support for a volume retail subsidiary of the fourth-largest cryptocurrency exchange in the world. I also wrote and produced all customer-facing and internal documentation for a Zendesk/Telegram/Twitter/Reddit 24/7 operation that constantly shifted in focus and responsibility.I functioned as a member of the Blockfolio management team, as well as partner with my colleagues at both FTX and FTX.US to solve problems, create better/more efficient processes, and supervise all levels of customer experience and satisfaction. Metrics-driven and qualitative analysis and management, friendly and efficient team player, and all around crypto nerd that likes getting into the weeds and working hard to improve customer experience.

First dedicated customer success hire @ ZenLedger, a leader in the cryptocurrency tax SaaS space. Responsible for overall CX/CS project and task management in Asana, lead/supervisor for all Intercom ticket management and support, marketing projects and copyediting, tech escalations, and UX concerns. CX expert on product team, responsible for raising and supervising the implentation of product improvements based on customer discovery and user feedback. Responsible for growing and leading in a player-coach leadership role a team of first two, then three dedicated CS Specialists in a fast-growing startup.Revamped Intercom Help Documention for ZenLedger for 2019 taxes and 2020 product enhancements and feature releases, and am editor-in-chief for all support documentation (support.zenledger.io). Currently creating all-new product tutorials, videos for customer-led redesign of the product for 2020 tax season, and leading executive support for multi-million dollar and influencer portfolios.Created and launched the ZenLedger Community (community.zenledger.io) in May 2020 for community support, announcements, and more.Subject Matter Expert in cryptocurrency tax, applications, wallets and exchanges, blockchain applications, and technical troubleshooting and escalation. Tools: Intercom, Discourse, Stripe, Asana, Slack, GSuite, Retently, Axosoft.

Contract player-coach role for US Timezones. Worked in both Customer Success and Business Development roles for social media scheduling and reporting SaaS platform with international focus and team. I demoed and cultivated sales leads to demonstrate value and solve their problems, assisted new customers with onboarding, and managed the SmarterQueue user community. Additionally, I was responsible for OKRs that included customer happiness/feedback and worked cross-functionally with marketing and product teams.Also known as the Weekend Warrior by the CEO, I covered weekend inbox/escalations.

Director of Customer and Driver operations for "Your Friend with a Truck". Member of executive team. Builder and leader of best-in-class customer and driver success teams, scaling with great tools and talent. Director of social media engagement, content, customer ops, driver ops, and driver community teams. We partner with Costco, Pier One, and other retailers to disrupt last-mile logistics and get your retail big ticket purchases delivered to your door with a tap on your app! Open in Southern California, Atlanta, South Florida, Phoenix, and New Jersey... and coming soon to a city near you.

I worked with the team at Disruptor Beam, heading up community and social media engagement for a stellar game for iOS, Android, and the web. The company changed focus and sold the IP and game to Tilting Point after a round of layoffs which included myself and most of the community and marketing teams.I assisted the Player Experience Director with CS issues and escalations as well as was part of the Marketing/Publishing team, wrote extensive marketing and informational copy + build notes for updates to game, managed three Assistant Community Managers who were mostly responsible for responding to reviews on the App Store/Google Play, weekend forum cover, and social media customer service. Most CS issues that came to me were executive-decision when our Director was away. Also was a proactive member of the agile Star Trek product team, attended daily standups, and participated in Q&A sessions via Twitch, Facebook Live, and online on the forums. Managed and attended trade shows in Boston, New York and England to evangelize Timelines, and organized in-person gamer meetups in Boston, New York, and England. Veteran of many gamer flame wars, I enjoy turning frustrated customers into loyal advocates and leading by example.

Product, strategic, and functional daily management of Community @Amex within the Shared Service team, driving social and community innovation within customer success and support at American Express. Frequent presentations to senior (VP level and above) directors in American Express business units, trusted advisor on social servicing issues.

Director of Community for innovative social gaming company. Directed and managed social channels and nurtured fan communities for several game titles, as well as managed GetSatisfaction support communities, in-game and social media video and media editorial, game design and troubleshooting, translating geekspeak to user lingo, and general bringing of joy. Shipped two titles (WeTopia, Joy Kingdom) and worked on three pre-launch titles before studio was acquired by Zynga.

Managed and supported social media, community, and online viewer interaction for the Lifetime family of cable networks (Lifetime, Lifetime Movie Network, Lifetime Real Women) as well as advised and supported the social media and community efforts for Lifetime’s associated digital properties such as Lifetime Games, RoiWorld, Dress-Up Challenge, and Lifetime Moms. Managed member support and technical issues. Supervised a 3-person telecommuting staff of moderators. In late 2009 when A&E Television Networks acquired Lifetime, I was one of a handful of employees that began work across all combined brands (AETV.com, History.com, Biography.com, as well as MyLifetime.com). New responsibilities included relaunching three busy established communities on the KickApps platform, building a team of moderators to work across platforms and communities, advising senior management on sensitive viewer relations and viewer conversation issues and ideas across Facebook, Twitter, and the four networks’ sites, and developing and launching a Parature Feedback/FAQ system for all AETN brands. Supervised a 9-person telecommuting staff of moderators and outsourced gaming CSRs.

Worked on design and management of TradeKing Trader Network Community, including blogs, forums, trade notes, groups, and leaderboards, winning the Society for New Communications 2008 award of excellence for social media. Encouraged participation among current brokerage account holders, as well as converting non-client community members into account holders. Wrote and produced original financial content and consulted with the CEO on his thrice-weekly blog entries. Developed the Facebook and Twitter marketing programs for Tradeking in conjunction with the marketing department. Also assisted with video and webinar production for the education department.

Responsible for all technical production, site design, updates, and editorial communications for OSU-Tulsa’s electronic presence. This included coordinating with the main campus for updates, editing and producing web-only content from marketing materials and articles, updating information kiosks around campus, and functioning as a member of the traditional marketing team as an advocate for social media projects including Twitter, Myspace, and Facebook. Involved in daily university media and marketing projects and events in addition to site design and maintenance.

Moderated community projects for LiveWorld, a community management vendor, by client standards and terms of service. I worked on AOL US Teens, AOL UK Kids and Teens, Expedia.com reviews (launch and testing), Kraft.com UGC recipe database (launch and testing), In the Motherhood web series, and TVGuide.com projects.

Wrote, edited, and produced ESPN’s online coverage of BASS Pro and amateur tour events, including copywriting and photo selection and editorial. Created and produced the monthly electronic version of Bassmaster Magazine.

Designed and managed the Dr. Phil online community for Paramount/Harpo from inception through the second season. Managed all aspects of Dr. Phil web audience response and public relations; created cross-content promotion from television to online community and vice versa. Managed, trained, and supervised a small staff of telecommuting moderators.

- Part-time volunteer chat and message board moderator for AOL Keyword: Moms Online/ Momsonline.com from 1996 to 1998.- Hired in December 1998 full-time as Moms Online Community Manager; responsible for community and volunteer management, training, and supervision, technical production, and moderation. Direct liason between Moms Online/Oxygen Media, and AOL, ensuring objectives for community were met for both entities. Supervised 2 (all telecommute) paid staff members and approximately 150 volunteers. - Promoted to Content Producer/Writer/Editor, Ages and Stages for Momsonline.com (July 1999). Responsible for all content acquisition, editorial and writing, reporting weekly family news from wire services, and production of web pages using an in-house CMS and AOL publishing tools. - Promoted to Community Producer/Photo Editor, overseeing all community (chat and message boards) and user-generated converged content for Momsonline.com (January 2000). Member of 4-person management team for site. Responsible for writing, editorial, composing community content, brand evangelism, and liason between Oxygen and Moms Online, including pitching TV content based on user-generated content. Managed 25 telecommuting paid staff and approximately 200 volunteers.- Promoted again to Senior Producer, Community for Oxygen.com in January 2001. Responsible as Senior Producer for all community features of Oxygen.com, technical/HTML production, community editorial, evangelism and marketing online and offline of the Oxygen brand, and ongoing supervision of a large, geographically diverse group of paid and volunteer staff members.