Supervisor - GEICO
(2025-07 - 2026-06)
- Managed a team of 10 agents in a high-volume call center environment, supporting performance, engagement, and day-to-day operations.
- Managed team KPIs and metrics, resolved escalations, and supported agent career development and individual personal development.
- Analyzed associate performance data and used results to align team performance with business needs and exceed operational expectations.
- Developed individual coaching plans and provided proactive daily coaching, feedback, and training to support performance improvement.
- Maintained personal licensing/compliance standards per company expectation
- As an associate, provided licensed customer support for Personal Lines insurance products, including Auto, Homeowners, and Dwelling policies while delivering KPI results in the top quartile of all agents companywide
- Served as a primary point of contact for customers, using customer relationship management practices to address policy inquiries, changes, and concerns through phone and digital channels.
- Mentored new agents and led team engagement across multiple initiatives.
- Resolves complex issues and escalations through clear communication, policy knowledge, and problem-solving.
- Leveraged Salesforce CRM to document customer interactions, track service activity, and support data accuracy and continuity.
Remote Bookkeeping Professional - The Nonprofit Plug - Remote
(2024-02 - 2026-05)
- Managed bookkeeping operations for 18 nonprofit clients simultaneously, supporting accurate financial tracking and reporting as part of the Financial Management Team.
- Perform account setup, transaction recording, bank reconciliations, payroll support, and basic financial reporting.
- Manage online banking connections and integrations to ensure data accuracy across systems.
- Collaborated directly with organizational stakeholders to understand financial workflows, communicate requirements clearly, and ensure compliance with reporting requirements.
- Maintained strict deadlines and organized multiple client engagements while balancing competing priorities.
Customer Obsessed Product Escalation Manager/Team Lead - Intuit
(2011-07 - 2024-09)
Oversaw product escalation funnels for QuickBooks Self-Employed and QuickBooks Online Banking, partnering cross-functionally with customers, front-line experts, engineers, product managers, and senior leadership to resolve complex issues and improve the end-to-end customer experience.
- Led high-impact escalation management efforts, resolving critical customer and internal escalations while identifying root causes and driving long-term preventative solutions.
- Reduced Online Banking escalations by over 80% in under six months by training additional staff, streamlining workflows, and improving queue management-decreasing ticket volume from a daily average of 150–400 to fewer than 70 open tickets with an average backlog of 7 days.
- Served as the TeamLead and primary escalation owner for 78% of Online Banking escalations for a four-person team, ensuring timely resolution and clear stakeholder communication.
- Collaborated closely with internal stakeholders to address recurring issues, improve support processes, and reduce future escalation risk.
- Designed and implemented a Closed Loop Email process in Salesforce, improving proactive communication with customers impacted by product defects; the process was later adopted across multiple business units and remains in use enterprise-wide since 2015.
- Centralized Salesforce alert management by integrating alerts into a Slack-based escalation channel and training the Supportability team, eliminating bottlenecks and improving response times since 2021.
- Applied Intuit's Design for Delight (D4D) methodology to customer-facing and internal workflows, improving efficiency, issue resolution speed, and customer satisfaction.
- Provided onboarding, training, and mentorship to new hires and peers across the Small Business & Self-Employed Group (SBSEG) ecosystem, supporting products including QuickBooks Online, QuickBooks Self-Employed, Payments, Payroll, and QuickBooks Desktop.
- Developed and delivered training on communication tools, escalation workflows, and cross-channel support strategies to improve expert effectiveness and customer outcomes.
- Mentored and trained and facilitated curriculum for new hires across multiple lines of business within Customer Success.
- Acted as a trusted subject-matter expert and advisor across teams, supporting both operational execution and strategic initiatives.
Customer Support Specialist - Sprint
(2011-01 - 2011-07)
Logistics Team Lead - Target Store #1863
(2008-05 - 2011-01)
Store Manager - Chipotle #372 S
(2008-03 - 2008-11)
District Training Manager - Blockbuster Video
(1994-01 - 1996-03)
District Training Manager - Blockbuster Video
(2004-03 - 2008-03)
Roadside Assistance Dispatcher/Supervisor - Cross Country Automotive Call Center
(2001-07 - 2004-03)
Sportswriter/Copy Editor - Long Beach Press Telegram
(1988-08 - 2001-07)
