Functional Skills

Business Analysis
Business Development
Business Operations
Change Management / Org Design
Crisis Management
Customer Experience
Customer Relationship Management
Customer Service
Digital Transformation
Leadership Development
Operations Management
Revenue Growth
Strategic Planning
Talent Acquisition
Business Process Outsourcing

Software Skills

Shopify
Salesforce
Jira
Intercom
Asana
Sisense
Zendesk
Zoom
Looker
G Suite
Rippling

Sector Experience

Consumer Goods
Healthcare
Retail
Technology
Travel & Hospitality

Languages

English

Experience

CXCellence Consulting Corporate Strategy & Development
Founder
4/2025 - Present
At CXcellence Consulting, I partner with growth-stage and scaling organizations to transform their customer experience and operational strategy into competitive advantages. Leveraging over 15 years of experience leading high-performing Customer Operations, Quality, and Vendor (BPO) teams across healthcare tech, hospitality tech, and managed marketplaces, I help businesses deliver scalable, efficient, and human-centered support.

I offer a tailored approach to each engagement, combining data-driven insights, AI-enabled CX innovation, and operational rigor. Whether you're navigating rapid growth, needing to unify your CX and QA frameworks, or seeking clarity through strategic advisory support — CXcellence is here to elevate how your business serves and retains its customers.

Services include:
• End-to-end Customer Operations and QA audits
• Telephony & CRM strategy and implementation guidance
• Executive advisory for CX, Support, and Retention orgs
• Scalable playbooks for AI-enhanced self-service & efficiency
• Leadership development and org design
Grow Therapy Operations
Head of Global Customer Operations
9/2023 - 2/2025
Led global customer operations for Series-C healthcare tech marketplace ($800M+ revenue), overseeing 160+ staff across Support, Vendor Ops, Contact Center & Enablement while partnering with C-suite to scale CX during hypergrowth. Drove CSAT to 92%, cut SLAs to 2h, and launched HIPAA portals, real-time chat, and telephony. Built 60% BPO/40% W2 model saving $3.4M annually, achieved 60% AI self-service, and created a sales contact center generating $80M+ revenue. Reduced tickets 38% and cost-to-serve from 1.08% to 0.93% of gross profit. Instituted vendor RFPs, BI reporting to C-suite/board, and a career framework boosting eNPS to 92.
The Pros Closet Operations
Head of Customer Experience
3/2022 - 8/2023
Led Customer Experience for Series-B ecommerce outdoor brand ($100M revenue), overseeing Sales, Support, and Retail teams across virtual contact center and in-person store while managing $4M budget. Maintained 50% revenue attribution with < 8% return rate and drove 20% efficiency gains through workflow redesign during three RIFs. Introduced company-wide OKRs, created career pathing boosting internal mobility 22%, and revamped success metrics (CSAT, SLAs, revenue) to achieve 90%+ monthly goal attainment. Scoped, negotiated, and implemented new contact center platform while strengthening culture and employee experience.
Engine Customer Service
Head of Member Experience
2/2021 - 3/2022
Led Member Experience for Series-C travel tech company ($300M revenue), managing 80+ global staff in a 24/7 contact center handling 45K+ monthly cases (250% YoY growth). Created SLAs, workflows, and CSAT programs across chat, email, and phone. Scaled team from 14 to 80 in 12 months via new hiring, training, and forecasting models, cutting attrition 15% and boosting internal promotions 30%. Launched automation-focused CX teams to unlock efficiency, and drove scoping, negotiation, and implementation of a companywide telephony system while collaborating closely with C-suite on strategy and growth.
EVOLVE Sales
Director, Reservations
10/2016 - 2/2021
Led Reservations for Series-E hospitality managed marketplace ($1B+ revenue), overseeing 55 staff handling 40K monthly travel requests and driving 78% YoY growth. Built automated lead distribution system improving efficiency 15%, achieving 25% close rates and 90% call answer rates while exceeding all SLAs. Orchestrated two companywide sales reorganizations (100+ people), boosting revenue and CX. Managed pandemic response team of 175, resolving 27K backlogged tickets, and co-created a travel benefit program for 500+ employees. Partnered closely with C-suite on crisis protocols, workforce design, and operational scaling.
CLUB HOLDINGS, LLC Sales
Director of Sales/General Manager
4/2013 - 9/2016
Ran sales team of 6 in a members only luxury rental company
Stop Spot LLC Sales
National Sales Manager
8/2010 - 3/2013
Managed 26 independent reps in the commercial furnishings industry
Lucky Strike Lanes/Jillians Sales
Sales Manager
3/2006 - 8/2010
Responsible for corporate and private event sales for a restaurant/entertainment facility.