Customer Experience & Operations Leader at Beat The Bomb / Task Force Zero (2024-04 – Present)
Progressed through broad customer experience, operations, marketing, training, technology, and business-development responsibilities within a fast-moving immersive entertainment company.
- Lead high-volume CX operations supporting a multi-location business, including reservations, payments, escalations, events, service recovery, technical issues, and customer communications.
- Manage and coach a distributed customer service team through staffing, scheduling, onboarding, training, KPI expectations, quality standards, productivity targets, and escalations.
- Build customer-service SOPs, knowledge-base content, FAQs, training resources, and operational playbooks that improve consistency and accelerate agent ramp-up.
- Own and optimize workflows across ZOHO Desk, RingCentral, Roller, Make.com, Zendesk, Slack, Klaviyo, Mailchimp, Google Workspace, and related systems.
- Develop KPI frameworks covering response volume, resolution volume, first-contact resolution, productivity, quality, and customer experience outcomes.
- Work directly with APIs, webhooks, JSON, automation workflows, and technical partners to connect systems, improve data flow, and eliminate repetitive work.
- Directly assisted with creation and implementation of AI-powered chat, SMS, and email agents, including escalation logic and handoffs; serve as the voice of Bombie, Beat The Bomb's AI customer-service agent.
- Developed Beat The Bomb's RingCentral IVR, including call-routing and announcement-only lines, and recorded the system announcement voice.
- Developed an internal Beat The Bomb application, translating frontline operational needs into a practical technology solution.
- Manage remote technical troubleshooting and digital-asset recovery using TeamViewer, RustDesk, OBS Studio, and Unity, supporting CCTV, Photobomb, and custom-video workflows.
- Built automations for social-message intake, review escalation, payment follow-up, customer asset recovery, and other operational workflows.
- Use advanced Excel and spreadsheet workflows for operational tracking, reporting, analysis, scheduling, and decision support.
- Use ApplicantPro and Gusto for recruiting, workforce management, scheduling, and people-operations workflows; use Slack for team communications and bot-enabled workflows.
- Lead and support marketing initiatives, customer communications, sales, lead development, account nurturing, and account growth through direct customer engagement and relationship management.
- Partner with technology, operations, marketing, and events teams to turn frontline trends into process and product improvements.
Customer Service Manager at Clearcover (2022-01 – 2025-01)
- Led customer service operations with responsibility for team performance, coaching, quality, customer outcomes, and daily execution.
- Developed and led the Employee Council, creating a structured channel for employee feedback, engagement, communication, and organizational improvement.
- Created internal newsletters and marketing campaigns to strengthen employee and customer communications.
- Supported hiring and recruiting using Greenhouse, helping identify, onboard, and develop customer-service talent.
- Managed workforce planning and scheduling workflows and supported performance management through data-driven practices.
- Built sales and lead-development skills through customer nurturing, account development, relationship management, and conversion-focused communication.
- Used Slack for team communication and operational coordination.
