I specialize in building support functions and knowledge bases from scratch and turning them into efficient, sustainable, well-oiled machines. I also create helpful and actionable content for customer support professionals and job seekers.

I write (and ghostwrite) engaging, expert customer experience-related content for a variety of companies and audiences. Find my whole portfolio and highlights below.

I'm a customer service-centered mobile notary and NNA-certified signing agent serving central Colorado, proving general notarizations, copy certifications, loan signings, and I-9 verifications. I also offer remote online notarizations across the United States and internationally.

ElevateCX has been a much-loved community for me for several years, and I wouldn't be the CX professional I am without it. I highly, highly recommend it for any CX human looking to learn, grow, and contribute to the field!The mission of ElevateCX® has always been to share wisdom and encourage folks to pursue a career in customer experience: support, success, knowledge management, or product. Our community members and speakers are decision-makers in their industry, career support practitioners, thought leaders, Customer Support Managers, Directors of CX, Heads of Support, Customer Advocates, and even QA and Documentation Specialists. You’ll be in good company!

As the transitional Support Engineering Manager and now Head of Support, I lead a 2-person Support team. During this time, I've provided mentoring, feedback, and growth opportunities to my team as they develop their careers at Abstract.I've created a queue management policy with internal SLAs to accommodate a smaller team (during the recent acquisition), as well as a Triage Manager rotation to manage high support ticket volume (ensuring for a meaningful, proactive, and positive experience for all customers during the transition). I've developed an incident management procedure that would accommodate smaller Support and Engineering teams during and following the transition. I've also designed and implemented an Abstract training program for new Support Engineers (delivered via Trainual, Scribe, and Guru) to orient them on our internal processes and policies, teach our support tools, and train them in our product.I work directly with customers on occasional Support calls to hear their concerns, better understand their needs, and provide solutions and recommendations to improve their experience with Abstract, and I serve as the voice of the customer, advising on the needs of our users and ensuring information flows freely between the Product and Support teams.I firmly believe in staying close to the customer (both as a support professional and a leader), so I stay in the queue, triaging and responding to product bugs and issues by investigating error, CLI, application, and crash logs. I reproduce, document, and prioritize product bugs/issues in for current and future sprints, managing customer relationships through to resolution.As a support engineer, I was the primary support engineer responsible for managing and triaging the incoming ticket queue, and as Head of Support I continue to identify outages and incidents, escalating to the engineering team and managing user communications from the beginning of the incident to resolution.

As a fractional Head of Support at Jyve, I collaborated closely with the C-Suite to assess their support needs, identify risks and opportunities, and develop a customized support strategy aligned with their business and operational goals. As part of this strategy, I acted as a liaison between the Support team and other departments, fostering cross-functional collaboration and ensuring effective communication that centered the Jyver, Store Banner, and Brand Partner experiences.I developed documentation and training to ensure a seamless and effective hand-off to the permanent Support team, including performance management recommendations, support reporting and key metrics, future recommendations broken down by impact and urgency, and customer-centric product improvements / considerations.I defined the role and responsibilities for a Support Specialist position, successfully recruiting and onboarding 2 new team members to Jyve Support and fostering a culture of collaboration, accountability, and customer-centricity. I developed and documented processes and policies for queue management, social media support, escalations, and incident management and communication so the Support team could provide excellent, sustainable, and scalable customer support.I configured Jyve's Zendesk platform, fully launching email and outbound phone support channels and the Jyve Help Center, including underlying infrastructure such as a customized ticket form, a tagging structure, triggers, automations, ticket priorities, SLA policies, macros, and integrations with other tools and platforms.Following the transition to the permanent team, I've continued in an advisory capacity as needed, providing expert consultations to the Jyve C-Suite on support strategy, customer communications, and other topics as requested by the Executive team.

As a Community Support Lead at Khan Academy, I was embedded as the voice of the customer on the Learning Platform and Test Prep teams, advising these cross-functional teams on the needs of our users, identifying trends in user issues, and ensuring that information flowed freely between the product teams and our frontline support team. Additionally, I worked closely with the Test Prep engineering and product teams to identify and prioritize high-impact user issues to be worked on in upcoming sprints.I co-led a team of 8-15 contracted frontline support agents, keeping them unblocked and facilitating communication between our team and product managers, engineers, and other teams to resolve or investigate escalated issues. I mentored team members, provided feedback and collaborated to help them grow toward their goals.I was also primarily responsible for the Khan Academy Help Center, managing all processes for updating and maintaining each. I planned and led our yearly audit of the entire Help Center (650+ articles across 3 languages) for accuracy and quality.I built and encouraged a healthy, safe, and productive community on Khan Academy and in the Support Community as Community Liaison. I conceived and managed our community safety investigation program to proactively identify and respond to risks to protect the safety, privacy, and security of our learner community.As Community Liaison, I also recruited, coordinated, and trained 20-30 community volunteers in the Challenge Council, Guardian, and Support Advocate volunteer programs. In 2020, I refreshed the Guardian volunteer program by producing a volunteer handbook, designing and delivering online training, and updating the program's internal knowledge base.

At Shortcut (then Clubhouse), I provided excellent, empathetic support to users over email and the occasional tweet. I introduced new users to Shortcut, explaining product features and integrations, and offered a webinar on how to get started with and get the most out of Shortcut. I was an advocate for customers, collaborating with other teams to optimize user experiences and test new features and releases.Continuing my love for documentation, I frequently contributed to the internal knowledge base, the Shortcut Help Center, and occasionally marketing materials, with an emphasis on matching the joyful, people-first tone of the Shortcut app.At an Operations level, I assisted in writing and documenting internal Support processes, including establishing a process for updating and maintaining the Help Center, and I provided training on Shortcut to new employees.

As a Happiness Hero at ProTrainings, I offered compassionate, timely and personalized support to individual customers via phone, email, chat, and social media (Twitter and Facebook) and troubleshooted the website, courses, and often even our customers' hardware. I also worked B2B, providing first-line group sales and onboarding to small to medium sized companies.On the Support Operations side, this is where knowledge management became a passion! I built a public help center from the ground up (writing over 60 articles). I wrote style, use, and content guidelines for content published in our knowledge base, advised on the best support and knowledge base software solutions to meet our company's evolving needs, and I developed guidance for Support social media engagement.

As a Customer Advocate and Consultant at Mod Squad, I moderated content and images for social media platforms, following established client guidelines to ensure a safe and fun experience for all users. I also provided Tier I and II support for a major SaaS helpdesk platform, helping enterprise customers resolve technical issues and set up their helpdesks, help centers, and reporting.

2014 - 2015: Mason County Parent Liaison, MLO Great Start Collaborative, Remote 2010 - 2012: Staff and Freelance Reporter, Glimpses of Guam, Remote2010 - 2011: Program Analyst IV (Joint Region Marianas), FSS Alutiiq LLC, Nimitz Hill, Guam2010 - 2010: Purchasing and Logistics Assistant, Shimbros Inc., Maite, Guam2009 - 2009: Marianas Range Complex Sustainment Support, GuamTemps, Naval Base Guam2009 - 2009: Certified Nurse Assistant (PRN), Centura Health, Colorado Springs, CO2009 - 2009: Medical Records Administrator, WSI Personnel Staffing, Colorado Springs, CO2007 - 2008: Special Operations Technician, Casper-Natrona County Health Department, Casper, WY