Independent Consultant, Customer Experience & GTM Operations - Various Early-Stage B2B Companies - Atlanta, GA
(2024-01)
- Partnered with early-stage logistics, supply chain and Product Management (General Assembly) to deepen technical fluency across modern CX and GTM platforms
- Conducted frontline operational immersion at an Amazon Delivery Center to study last-mile logistics execution and inform scalable operations strategy
Director, Sales and Customer Success Strategy & Operations - TPN Health - New Orleans, LA
(2023-07 - 2023-12)
Early-stage healthcare technology company serving multiple market segments
- Led platform selection and deployment of a new Customer Success Operations platform by translating business requirements into specifications engineers could build against, reducing manual data entry by 50% and increasing client engagement by 20%
- Implemented automated client health monitoring systems that improved visibility into function points and drove a 40% improvement in onboarding efficiency and satisfaction scores
- Developed account managers into trusted customer advisors through structured coaching and capability-building programs, improving reporting productivity by 30% and driving revenue growth through renewals and upsells
Manager, Strategic Program Management, Customer Experience - Flexport - Atlanta, GA
(2022-01 - 2023-04)
Venture-backed B2B logistics platform, enterprise customers are manufacturers and brands managing complex global supply chains
- Led the transformation of Flexport's enterprise pricing process for North American clients, implementing a centralized workflow and dedicated team to handle high-volume pricing tasks, increasing Sales and CSM engagement by 30% and reducing friction across the customer journey
- Established escalation pathways and live chat dashboards in Salesforce and Looker, giving all internal stakeholders visibility into customer-impacting issues and enabling proactive resolution before churn escalated
- Served as strategic liaison to Product and Engineering, translating ambiguous business needs into precise, build-ready requirements and communicating progress to executive stakeholders across geographies and organizational levels
Manager, Enterprise and SMB Customer Success Managers (CX) - Flexport - Atlanta, GA
(2019-07 - 2021-12)
Owned enterprise customer success operations with a $70M freight portfolio and full P&L responsibility
- Led and scaled a high-performing team of 3 CSMs managing portfolios of 10 to 30 strategic enterprise accounts, positioning the team as trusted advisors to Logistics Executives and consistently exceeding retention and expansion targets by 18-25% year-over-year
- Directed white-glove implementations for key enterprise customers, coordinating complex logistics requirements across internal teams and ensuring successful product adoption across customer supply chain operations
- Led executive-level OBRs and MBRs, presenting voice-of-customer insights, CX transformation progress, and expansion recommendations to senior stakeholders
- Built capacity and workload models in Excel and Looker to rebalance client portfolios based on performance, complexity, and skill alignment, supporting $70M+ ARR growth without additional headcount
- Reduced retention loss by $3M per customer on average through financial controls, root-cause variance analysis, and cross-functional accountability across Operations, Finance, and Sales
Head of Customer Experience Strategy & Supply Chain Operations - True Glory Brands - Atlanta, GA
(2018-06)
PE-owned retail company executing strategic pivot from brick-and-mortar to e-commerce
- Directed CX operations during a major business transformation, aligning Operations, Supply Chain, and Finance around consistent customer experience standards and continuous improvement frameworks
- Drove 20% gross margin improvement through customer-focused process optimization and cross-functional operational alignment
