Consulted several high growth SaaS startups on how to improve aspects of their Customer Experience and customer feedback loop. Topics included: workforce and queue management within a Customer Support org; gathering, processing, and acting upon a variety of customer feedback channels; and automation and AI, finding the right balance between efficiency and CX

Hired to own product release operations and build a new Voice of the Customer program. In my short time at Fountain, I revamped the product launch process and program managed two large launches, receiving positive feedback from internal stakeholders and customers such as, “By far the simplest and easiest big product change I’ve been a part of at Fountain”. In addition, stepped in as Interim Product Manager for Integrations and Partnerships, driving new processes to increase the velocity of new and the quality of existing partners and integrations. Unfortunately, laid off alongside 30% of the company and the majority of the Product org.

Took a year-long sabbatical to read some history books, learn a little bit about NFL play calling + build a model to predict offensive and defensive efficiency (performed at 86% accuracy for the 2022-23 NFL season), beat Elden Ring, and train my first dog!

Focused entirely on Customer Support and Customer Experience, building out a larger team to focus on Project Management, Workforce Management, team efficiency with a focus on AI and automation, and our Voice of the Customer program

Focused more on Support Operations, while still helping on the Rev Ops side when I could! Key accomplishments: - Led a customer segmentation project across Post-Sales and implemented a new tiered support model - Ran a new customer A/B test (see blog post below) that showed the revenue driving power of real time support - Ran product analytics for our internal usage of Intercom, driving key product changes (see blog post below)

Provided operations support across Sales, Success, and Customer Support, e.g. Sales: revenue reporting, Success: renewal playbooks, Support: volume forecasting and headcount management

Learned the Intercom product suite and provided support to our customers. Hold the all time record for support tickets closed in a week (516), with a career CSAT of 96.7%

Headed media relations, developed go-to-market strategy for ZL's new analytics product, and generated collateral for technical and nontechnical audiences.ZL Technologies is a leading enterprise software company focused on providing large enterprises with an information governance and analytics platform spanning across all unstructured data for the purposes of legal and regulatory compliance, risk management and revenue-driving business analytics.ZL focuses on corporations in the Global 1000, primarily in the highly regulated sectors, including Finance, Insurance and Technology

Cleaned complex and unstructured web data sets using Stata and Excel, and discovered critical insights on user habits and characteristics

Interviewed and briefed senior education agency executives on high-profile education reform issues. Coauthored a report that provided a critical evaluation of Louisiana’s Course Choice program (a program that enables K – 12 students in failing schools to take over 90 remedial, core academic and advanced course offerings). The report serves as an implementation guidebook for states considering developing similar family / student choice programs

Integrated competitive intelligence on the financial data, social media presence and lobbying activities of rival firms into a strategic database. Also collaborated with the firm’s senior partners to organize The Education Success Project Symposium, a project to bring together education leaders from throughout California’s public education system