Functional Skills
Customer Experience
Sales Operations
Business Development
Performance Management
Leadership Development
Data Visualization / Reports
Customer Service
Business Process Outsourcing
Customer Analytics
Customer Relationship Management
Sales Strategy
Business Operations
Operational Efficiency
Employee Engagement
User Experience Design (UX)
Software Skills
Salesforce
SurveyMonkey
Mailchimp
Netsuite
Hubspot
Monday
Zapier
Typeform
Zendesk
Certifications
CCXPCertified Customer Experience Professional
Sector Experience
Business Services
Consumer Goods
Financial Services
Manufacturing
Retail
Notable Clients
CMTC
Lowe's
Yum Brands
Experience
Tight Ship CX
Corporate Strategy & Development
Founder/Principal Consultant
9/2022 - Present
Acting as a primary (Freelance Consultant) or third party (Contract Consultant) for a variety of companies and industries including manufacturing, e-commerce, financial services, insurance, and construction – primarily in a Customer Experience Director, Tech Implementation Specialist or Fractional Leadership capacity.
● Client Companies have ranged from small to medium size companies, primarily private, start up to SMB within several industries including Interior Design, Manufacturing, Financial Services, and Construction
• Primary client groups include Manufacturing/E-Commerce businesses or Professional Services.
• Performed customer experience audits and conducted gap analysis sessions to determine pain points in customer journeys.
• Influenced and helped implement software solutions (HubSpot, Salesforce, NetSuite, Gong.io, Front, etc.) for organizations to improve operational efficiency and ensure organizational alignment
• Designed several customer journey strategies and job family structures to maximize budget and personnel
• Lead various training sessions for operational leaders surrounding coaching strategy, sales strategy, and customer experience best practices
● Client Companies have ranged from small to medium size companies, primarily private, start up to SMB within several industries including Interior Design, Manufacturing, Financial Services, and Construction
• Primary client groups include Manufacturing/E-Commerce businesses or Professional Services.
• Performed customer experience audits and conducted gap analysis sessions to determine pain points in customer journeys.
• Influenced and helped implement software solutions (HubSpot, Salesforce, NetSuite, Gong.io, Front, etc.) for organizations to improve operational efficiency and ensure organizational alignment
• Designed several customer journey strategies and job family structures to maximize budget and personnel
• Lead various training sessions for operational leaders surrounding coaching strategy, sales strategy, and customer experience best practices
Olea Kiosks Inc
Sales
Manager, Customer Experience & Sales Operations
9/2022 - 3/2024
Olea Kiosks Inc. is the leading Kiosk design and manufacturer of standard and custom Kiosks. For over 40 years.
• CX/Sales Manager responsible for driving the people and operational strategies for the Customer Experience, Tech Support, and Sales Operations departments, through close collaboration with Director of Sales and CEO, to build a high performing team, increase revenue, and increase customer satisfaction for enterprise level customers (AMC Theatres, CLEAR, Universal Studios, Apple, etc.)
• Managed a team of (5) Account Executives, (4) Sales Support Specialists/Project Managers, (2) Tech Support Specialists and (1) Graphic Designer
• Implemented several strategic CX initiatives that led to a 27% increase to the customer satisfaction score, a 58% decrease in response/resolution time and a 68% decrease in project delays within the 2023 calendar year
• Optimized Salesforce usage and developed deal criteria to improve pipeline accuracy and increase conversion rates by 12%
• Onboarded and leveraged software systems to implement automation and generate analytics within existing workflows.
• Led focus groups with department heads to identify issues with order documentation and utilized feedback to generate new order forms and develop processes for order processors, leading to a significant reduction in order errors
• Designed and launched a Company Values nomination procedure that contributed to increased employee morale according to employee engagement surveys.
• Cre
• CX/Sales Manager responsible for driving the people and operational strategies for the Customer Experience, Tech Support, and Sales Operations departments, through close collaboration with Director of Sales and CEO, to build a high performing team, increase revenue, and increase customer satisfaction for enterprise level customers (AMC Theatres, CLEAR, Universal Studios, Apple, etc.)
• Managed a team of (5) Account Executives, (4) Sales Support Specialists/Project Managers, (2) Tech Support Specialists and (1) Graphic Designer
• Implemented several strategic CX initiatives that led to a 27% increase to the customer satisfaction score, a 58% decrease in response/resolution time and a 68% decrease in project delays within the 2023 calendar year
• Optimized Salesforce usage and developed deal criteria to improve pipeline accuracy and increase conversion rates by 12%
• Onboarded and leveraged software systems to implement automation and generate analytics within existing workflows.
• Led focus groups with department heads to identify issues with order documentation and utilized feedback to generate new order forms and develop processes for order processors, leading to a significant reduction in order errors
• Designed and launched a Company Values nomination procedure that contributed to increased employee morale according to employee engagement surveys.
• Cre
SEMIHANDMADE INC
Customer Service
Director, Customer Experience
1/2019 - 9/2022
Semihandmade Inc. is a lifestyle e-commerce brand specializing in kitchen cabinets, and various home products.
• Responsible for driving optimal customer experience strategies to align and drive business goals. Used a variety of CX/UX techniques, tools, and strategies to focus on increasing revenue, optimize customer journey, and achieve support/service excellence. Successfully led several re-org of Customer Experience job families, and created Business Development Teams, Remote Showroom Locations, and Trade Resources.
• Directly Managed (2) Sales Managers, (2) Customer Service/Support Leaders, (1) Showroom/Trade Supervisor and (1) Training and Knowledge Base Coordinator. Indirectly managed (41) within our CX/Sales Department
• Developed a paid concierge sales solution and implemented new coaching model which allowed for customers to have a guided order experience which directly increased sales revenue an avg of 15% YOY between
● • Closely partnered with VP of Operations to build, develop, and staff a centralized high-performing Customer Experience team, increasing team size by 46%, creating accurate job families, successfully presenting a reconstruction of compensation models to align with market values and led several management trainings to increase skills of unit leaders
• Created customer engagement surveys and began integrating the use of customer feedback and analytics to help inform customer journey optimization and implement multiple new customer interaction opt
• Responsible for driving optimal customer experience strategies to align and drive business goals. Used a variety of CX/UX techniques, tools, and strategies to focus on increasing revenue, optimize customer journey, and achieve support/service excellence. Successfully led several re-org of Customer Experience job families, and created Business Development Teams, Remote Showroom Locations, and Trade Resources.
• Directly Managed (2) Sales Managers, (2) Customer Service/Support Leaders, (1) Showroom/Trade Supervisor and (1) Training and Knowledge Base Coordinator. Indirectly managed (41) within our CX/Sales Department
• Developed a paid concierge sales solution and implemented new coaching model which allowed for customers to have a guided order experience which directly increased sales revenue an avg of 15% YOY between
● • Closely partnered with VP of Operations to build, develop, and staff a centralized high-performing Customer Experience team, increasing team size by 46%, creating accurate job families, successfully presenting a reconstruction of compensation models to align with market values and led several management trainings to increase skills of unit leaders
• Created customer engagement surveys and began integrating the use of customer feedback and analytics to help inform customer journey optimization and implement multiple new customer interaction opt
Lowe's Home Improvement Customer Support Center
Operations
Customer Support Operations
3/2017 - 1/2019
• Responsible for the coaching and development of the Executive Support Team, the execution of strategic Lowe's initiatives to ensure consistent and quality performance and the fostering of a customer-centric culture
• Managed team of (18-20) Executive Support agents, that varied across business units (Customer Care, Sales, and Warranty Services)
• Developed and Launched "Servant Heart" empathy training that was piloted by my team and then rolled out to the rest of the organization leading to a 7% increase in sitewide CSAT and NPS scores achieving an average of 89% or higher for the remainder of my tenure.
• Utilized a personalized coaching framework to achieve Top Performing Team (monthly award) 3x and maintained the lowest team attrition rate 2% during my tenure.
PREVIOUS EXPERIENCE
• Managed team of (18-20) Executive Support agents, that varied across business units (Customer Care, Sales, and Warranty Services)
• Developed and Launched "Servant Heart" empathy training that was piloted by my team and then rolled out to the rest of the organization leading to a 7% increase in sitewide CSAT and NPS scores achieving an average of 89% or higher for the remainder of my tenure.
• Utilized a personalized coaching framework to achieve Top Performing Team (monthly award) 3x and maintained the lowest team attrition rate 2% during my tenure.
PREVIOUS EXPERIENCE