CX Operations Manager, Support & VoC Strategy
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I design support systems that scale - equally comfortable executing solutions as I am leading teams to implement them. My hands-on experience allows me to create customer experiences that deliver results while empowering employees.
Key accomplishments include migrating an entire app's enterprise tickets to Zendesk to reduce resolution times by 15%; implementing self-service tools that increased CSAT by 30%; and developing a temp-to-hire staffing model that cut costs in half while improving SLAs by 25%.
I've also rebuilt a struggling team's performance, taking their CSAT from the 60s to 85+ and NPS from 40s to 70+ in six months through targeted coaching, all while maintaining 99.8% SLA compliance for tickets about regulated consumer medical devices.
What sets my approach apart is the ability to connect frontline operations with business strategy. Having worked at every level from individual contributor to manager, I understand how to align customer support with company objectives. My solutions work because they're grounded in real execution experience while maintaining a leadership perspective.
The gray area? As a high-impact manager who has operated as a director without the title. I've:
Currently leveraging my deep operational knowledge to prepare for my next leadership role. I'm particularly interested in connecting with organizations that value leaders who truly understand both the work and the people doing it.
What sets my approach apart is the ability to connect frontline operations with business strategy. Having worked at every level from individual contributor to manager, I understand how to align customer support with company objectives. My solutions work because they're grounded in real execution experience while maintaining a leadership perspective.
My academic background is Sociocultural Anthropology with a focus on Public Health systems serving underserved populations. I am also a data hobbyist that brings a lot of analytics into the mix.
