As the Global Director of Customer Support at Bitly, I lead transformative initiatives to enhance customer service operations on a global scale. Leveraging my expertise, I successfully united dispersed full-time and BPO teams into a cohesive and specialized unit, maximizing efficiency. Notable achievements include orchestrating the migration of the European-based team from Intercom to Zendesk with minimal disruption, implementing Zendesk best practices tailored to each team, and reducing inbound support ticket volumes through targeted process improvements. By fostering collaboration with engineering and product teams, I streamlined customer communications and achieved record-high CSAT scores month over month. Pioneering our leap into AI tools, I introduced a chatbot via Ada to modernize our customer experience and improve response times for our customers. My role centers on driving excellence in customer support, ensuring a seamless and elevated experience for Bitly's global user base.

As Director of Customer Support at PriceSpider, I lead the frontline Tier 1 Support teams in all aspects of their daily activities. I represented the department for both the tactical and strategic operations to our internal partnering teams for the benefit our client-facing agents. I provided insight to internal teams regarding customer needs, driving improvements in day-to-day processes and internal tools. I worked directly with each member of the team to provide constant feedback and mentorship to help maintain a positive and healthy team culture, reducing the previously high turnover on the team.Stand-out Accomplishments:- Lead international teams comprised of FTEs, contract agents, and partners within recently purchased companies.- Launched company’s first customer-facing Help Center, Knowledge Base, and Ticket Portal - replacing all other forms of client-facing documentation.- Consolidated multiple teams using disparate softwares to Zendesk.- Integrated applications utilized by partnering departments to streamline customer issue ticket workflows, creating a holistic view of a client’s experience with PriceSpider - through Support, Success, Engineering, Operations, and Development.- Created Customer Support’s first complete onboarding training program, reducing the ramp time for a new hire to solve tickets - from 6+ months to 6 weeks.- Reported customer ticket trends to Product Management, highlighting areas of friction in products and tools, resulting in improved experiences for both employees and customers.- Designed the department’s first Career Development model, providing individuals with clear opportunities for growth, resulting in improved morale and employee retention.- Mentored outstanding individual contributors to become engaging leaders that then, in turn, facilitated the overall excellence of their teams.

As the head of the Customer Experience department, my primary goal is to ensure that any customer, no matter who or where they are, can count on receiving seamless and empathetic support across all RED locations. RED is able to provide white-glove level follow-the-sun support to our customers by upholding industry leading standards, technical knowledge, and customer service techniques across all locations worldwide.

As the account owner of the company's instance of Zendesk, I am in a unique position to be able to quickly and efficiently implement changes and updates to our customer-facing ticketing solution and self-help offerings. My expertise in the system has benefited our department by being able to quickly identify opportunities to improve processes, increase efficiencies, and elevate our customers' experience with RED. In this role, I have introduced many improvements, some of which are listed below:- Zendesk Chat support channel- Twitter support channel- Automated Known Issues Lists- Open & Closed forums for BETA testing and Product Feedback- Customer-Facing Repair Service Tracker with Push Email Notifications- Automated communication from support agent to customer- CSAT levels above 92%- Improved Self-Service Ratio by refining Help Center offerings that increased search results from customers which relates to fewer tickets created, allowing support agents time to provide higher quality customer support- Successfully merged sister-company's support team into RED Support; including data migration, Zendesk Brands tool, ticket workflow setup, and best practices training

As the manager of the Tier 2 Product Support team, I am responsible for both guiding the day-to-day performance of our Technical Support team as well as driving new processes and tools to help our teams continue to uphold the standard of awesomeness that RED Product Support is known for.

Lead the growth and development of the Remote Technical Support (Level 2) team in customer service initiatives as we continue to provide the best customer support in our industry.Administrate our Zendesk ticketing system and customer Help Center by continuously driving new innovations in customer self-service solutions.Work alongside engineering teams to help develop new ways of reporting customer feedback to affect meaningful change and improvements on products and systems.

Lead the growth and development of the Level 2 Support team and Level 2 Product Support initiatives.Administrate our Zendesk system, continually update our customer facing Knowledgebase / FAQ and maintaining the back-end agent facing ticketing system.

Lead the growth and development of the Level 2 Technical Support team and Level 2 Product Support initiatives.Administrate our Zendesk system, continually update our customer facing Knowledgebase / FAQ and maintaining the back-end agent facing ticketing system.

Product and Workflow Support for end-users worldwide with RED Digital Cinema cameras and Post-Production solutions.While working as a customer-facing support agent, I successfully launched Zendesk as the solution for the company's ticketing system and knowledge base/FAQ. By continuing to administrate our system functionality, the support department can stay nimble and have the ability to drive innovative solutions for RED's customer service solutions.

Advised and refreshed Seek Thermal's Zendesk instance and support content offerings, including:- Data Collection: Ensuring that the appropriate data on each customer interaction was being collected- Data Reporting: Setting up reports and training staff on pulling crucial data- Zendesk System Optimization: Made improvements and applied best practices to existing Zendesk instance to facilitate team growth and company scaling- Efficiency Improvements: Updated macros and knowledge base content to assist agents in responding and resolving customer issues more quickly and accurately- Business Rules & Routing: Add and improve automatic routing of inbound tickets through all channels - email, web, & talk- Customer Behavior & CTA: Providing a clear path to customers to contact support based on desired channel- Establishing SLAs: Providing tools and expectations for agents with reply and resolution times as well as time to answer inbound calls- General Administration Training: Set the in-house team up for success and empowered them to make any additional changes themselves while knowing that their choices will benefit any future scaling

Defined the role of AV Admin as the first of it’s kind in the company. Supported Quiksilver/DC Shoes/Roxy users in all aspects of AV; Sales Meeting Support, Trade Show Installation, In-House Learning Sessions, Conference Room AV design & support, Video TeleConferencing System support, In-Office & On Campus TV/AV installations, Remote Event Support, Remote System Management and Retail Store Installation/Management/Retrofitting.

Editor and 1st Assistant Camera Operator for feature film "Bloodsucka Jones"Shot on Panasonic HVX-200

My Production Company. Specializing in all areas of Pre-Production, Production, and Post-Production on Short or Feature length films, Action Sports productions, Broadcast Media, and Computer Hardware / Software.Shot on a mix of Sony BetaCam, Canon GL1/GL2/XL1/XL2

Director of Photography for Feature Film "Homeless Joe" filmed in 2006.Shot on Panasonic HVX-200Director of Photography for Feature Film "Bloody Wedding" filmed in May 2011.Shot on Canon 7D

Citrus District is a One-Stop-Shop for Web / Video / Motion Graphic / Graphic Design / Sound Design / Photography.We are a group of creative professionals that can solve any problem and can elevate your product or idea to the next level.

Media Specialist/Production Coordinator.

Camera Operator & Editor for daily YouTube reality show “Unstrapp’d”. Managed all media productions for Social Spin, a Web-Video based Social Media Marketing group, consisting of Video Training Materials, Webinars, Product Launches, and Motion Graphic based advertising.Unstrapp'd was a YouTube-based Reality TV Show for Entrepreneurs with weekly videos that highlight the journey of a group of young entrepreneurs who risk it all moving to Southern California and raise capital to become the World's Premier, Social Media Marketing Company.Shot on a mix of Panasonic HPX-200 and Canon T2i HDSLR

Camera Operator & Editor for daily YouTube reality show “Unstrapp’d”. Managed all media productions for Social Spin, a Web-Video based Social Media Marketing group, consisting of Video Training Materials, Webinars, Product Launches, and Motion Graphic based advertising.Unstrapp'd was a YouTube-based Reality TV Show for Entrepreneurs with weekly videos that highlight the journey of a group of young entrepreneurs who risk it all moving to Southern California and raise capital to become the World's Premier, Social Media Marketing Company.Shot on a mix of Panasonic HPX-200 and Canon T2i HDSLR

Onboarding 1000+ employees to a Mac/iPhone/Google platform.

Onboarding 1000+ employees to a Mac/iPhone/Google platform.

- One on One Personal Training on Apple software and hardware.- Apple Certified expertise in Final Cut Pro and Final Cut Studio.- Apple Certified expertise in Apple's iLife and iWork suites.- Apple Certified in Small Device maintenance and repair.- Organized Music Events, Professional/Consumer/Business Workshops, On Site Employee Training, Organized All-Store Training Events.- Facilitated free Workshops for customers in both Consumer and Professional Applications.- Facilitated workshops for employees to further their education on products and software.- Created and maintained scheduling for a team of 15+ employees as well as a website to reference. Including an iCal and Address Book database.- Created and maintained a training courses for potential Personal Training employees to follow. These courses were used to elevate the individual's skill in adult learning techniques and personal knowledge in software applications to perform at an elevated level required by the job.- Assisted the Business Team in organizing events, creating newsletters and generating interest in business functions.- Created and Designed multiple Video/Photo/Music projects for In-Store use and functions.

Sales of all Apple Computers and accessories.Responsible for the training of both Apple hardware and software programs to incoming employees.

Director of Photography and Editor for the Short Film "voyeur".Shot on Canon GL1 & XL1

Director of Photography on the Feature Film "Homeless Joe"Shot on Panasonic HVX-200

Director of Photography on Feature Film "Graven Image".Shot on Sony HDR-FX7

1st Assistant Camera for the Short Film "Expendable". Directed by David Malki!Shot on Canon XL2

2nd Assistant Camera for Feature Film "Any Night But Tonight" or "Pink Lemonade". Directed by Randy Van Dyke and David EdmundsonShot on Sony F900Camera Operator & Social Media Specialist for Documentary Feature Series "Geek Legacy"Shot on Canon 7D

Wiped things down, washed dishes, poured a few drinks.

Director of Photography, Key Grip/Gaffer for Short Film "Thorazine". Directed by Jason HooperShot on Canon on Canon XL2

Checked ID's and cleaned up.

DVD duplication/archiving.Tape dubbing/archiving.Avid System digitizing / capturing.Final Cut digitizing / capturing / workflow editing.Designed music for Honda Asimo Robot's show at Disneyland.

Worked with Paul Higgins as a Camera Operator, Editor, Production Assistant, Set Designer, Lighting Designer and Producer for In-Studio and Field based Television productions. Aired on ESPN2, EXPN, Cox Communications, CSTV, XBS Sports Television.Shot on a mix of Shot on a mix of Sony BetaCam, Canon GL1/XL1

Elite Interactive Trading Cards: (Winter 2002 – Summer 2003) International Scooter-cross Association: (Spring 2003)

Classic retail job, assembled skateboards, folded clothes, talked about snowboarding and made tons of friends.