A contract-based executive who brings high-level expertise and strategic insights to optimize revenue generation processes, specifically for small to medium-sized enterprises. This flexible arrangement allows these businesses to access experienced leadership without the financial burden of a full-time salary, thus providing significant strategic and cost-effective benefits.

Develop post-sales leaders and leadership teams through defined career experiences, professional coaching, and strategic guidance. Build enablement materials to drive customer success and share-of-wallet campaigns, including facilitated workshops, self-paced learning, SOP documentation, and change management tools. Provide 1-on-1 coaching to develop managers into inspiring people leaders, empowering them to create and communicate a compelling vision, effectively coach and provide helpful feedback, and build winning teams. Build tight feedback loops between customer support and product and engineering teams to uncover customer pain points faster and become the driving force toward a 10X product experience.

At Airtable, I spearheaded strategic initiatives to revolutionize customer support through cutting-edge AI solutions, focusing on case-level translation tools. I led the development and implementation of Objectives and Key Results (OKRs) and crafted comprehensive process documentation for a new live support offering. My role was pivotal in engaging multiple stakeholders across post-sales teams, enhancing the customer journey by translating voice of the customer (VOC) data into actionable insights. These initiatives significantly improved operational efficiencies and customer satisfaction, aligning with Airtable’s mission to empower users through more intuitive and responsive support solutions.

Designed a customer onboarding organization, including compensation structure, leveling, talent profiles, career paths, job descriptions, and talent selection strategies.Led a team of customer success leaders to deliver exceptional customer results while ensuring their continued professional growth.Drove cross-functional collaboration to reduce the time between client acquisition and onboarding — creating value for customers more quickly. Doubled the customer onboarding team to support rapid month-over-month account growth while increasing the caliber of talent. Developed a leadership team optimized for building effective teams, developing direct reports, and driving performance through effective and consistent customer engagement.

Identify and fulfill business needs by devising a long-term BPO strategy to ensure efficient utilization of available workforce.Source qualified Senior Managers through the development of a national talent acquisition strategy.Streamline operational activities by strengthening collaboration between National Operations and Product & Engineering (“P&E”)divisions.Provide strategic leadership direction to a large team of 50+ personnel, consistently driving business growth and achieving set goals.Improve customer satisfaction rate by creating a feedback loop between Operations and P&E with a team for analyzing and reporting trends in customer support data.

Architected and integrated in-product chat support feature to deliver real-time support to Compass customers.Boosted customer satisfaction rate to 97.2% and reduced first response time to 28 sec on approx. 5K chats for 2K real estate agents across 15 markets.Assembled high-performing on-shore tier 1 and tier 2 product support teams, including 4 managers, 1 content manager, 9 product liaisons, and 22 product specialists to substantially reduce cost to serve while improving overall customer experience.Decreased median time to first response from 116 min to 26 min (90 min reduction), and reduced median time to first resolution from 16.5 hours to approx. 3 hours (85% reduction) for product support via email while maintaining an average customer satisfaction score of100%.Support customers on each step by acquiring and driving feedback into P&E to deliver value.Designed and incorporated product improvements to relieve user friction and minimize support volumes for enhancement of user experience.Designed and integrated improvements for quality enhancement in product support for a distributed team of account managers, resulting in 34.92%+ in accuracy of provided information, 36.36%+ in amount of customers’ feedback recorded for P&E, and 23.44%+ in accurate selection of product category and customer issue tags.

Succeeded in delivering outstanding results on Compass product and program adoption targets.Utilized personal expertise to develop and launch a team of 9 subject matter experts, contributing substantially to product improvements by delivering timely customer feedback to product managers.Planned and developed an internal knowledge base system to improve support staff’s knowledge and skills by launching Compass’s first-of-its-kind subject matter expert program.Expanded a team of product trainers from 5 product experts to 12 member team while reforming and revising job role responsibilities to align the role with changing business requirements.

Designed and introduced a new hire training program to improve process efficiency for newly recruited employees.Delivered remarkable services through the development and supervision of a team of 30 support and integrity specialists.Slashed average time to first response, ATFR, and enhanced overall customer satisfaction by incorporating improvement initiatives.Motivated employees to contribute maximum efforts towards organizational success, boosting overall employee engagement rate.Led a team of competent individuals to redefine voice of support and boost customer satisfaction.Consistently achieved and surpassed targets on set OKR’s and KPI’s by spearheading multiple teams.

Fulfilled demand requirements for Genius Bar Services by devising and utilizing various tools and techniques.Maximized NPS rate and maintained on-time rate for Genius Bar Services by using different strategies and restructuring Apple’s customer service and support framework.Redesigned customer journey and augmented number of appointments per hour via deployment of operations management skills.Rendered first-class services to lead a team of 100 Apple Certified Technicians at Apple’s first flagship store in SoHo.Built a loyal customer base by delivering state-of-the-art customer services to satisfy angry customers.