Director of Support Services
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With more than two decades of experience driving support services across global enterprises, I bring a deep understanding of what it takes to empower frontline agents, scale operations, and deliver meaningful business outcomes. My most recent role at Expedia Group has sharpened my ability to lead distributed teams while optimizing Salesforce Service Cloud to support over 20,000 agents.
Whether streamlining technical workflows, deflecting support requests from engineering, or building dashboards for executive reporting, my passion lies in bridging people, process, and platform. I’ve consistently leveraged automation, actionable data, and team enablement to solve complex customer service challenges—while managing multimillion-dollar budgets and high-volume operations.
If you’re looking for a leader who thrives in scaling support, elevating customer experience, and modernizing systems to meet the evolving needs of a global workforce, I’d welcome the opportunity to connect.
Forward-thinking technical leader with 20+ years overseeing global support operations, customer experience platforms, and enterprise systems. Expert in Salesforce Service Cloud optimization, operational automation, and scaling customer service infrastructure across diverse environments. Adept at leading cross-functional teams, managing multimillion-dollar budgets, and driving measurable business outcomes with precision and agility.
Expedia Group – Seattle, WA
Director of Salesforce Support Services
Oct 2019 – Jul 2025
Oct 2006 – Sep 2019
Jun 2003 – Oct 2006
Education & Certifications
