Global Customer Success Manager at SEEN Safety (2025-09 – Present)
Leading customer success strategy and end-to-end lifecycle for enterprise industrial clients deploying LiDAR safety systems across global markets.
- Own the full post-sale journey, onboarding, training, rollout coordination, and account strategy, across international time zones to accelerate adoption and renewals.
- Serve as the primary cross-functional liaison among sales, engineering, product, and operations to triage issues, remove blockers, and shorten time-to-resolution.
- Designed and implemented SOPs for customer success, technical support, and administrative workflows to ensure consistent, scalable delivery and enable faster expansion.
- Oversee CRM governance, customer health scoring, and executive reporting cadences to enable proactive outreach, surface risks early, and protect retention.
Director of Customer Success & Logistics at Chroma Color Corporation (2023-10 – 2025-01)
Directed a 15+ person, multi-site customer success and logistics organization for a leading North American color concentrate manufacturer serving enterprise manufacturing clients.
- Drove a 26% improvement in On-Time Delivery within six months by aligning customer service, logistics, and production planning around shared KPIs and release windows.
- Reduced customer response time from three days to under one hour, boosting satisfaction and generating approximately $300K in annual cost savings through process automation and triage redesign.
- Managed domestic and international logistics, transportation, inventory flow, carrier performance, and 3PL relationships, maintaining service continuity during supply chain disruptions.
- Led escalated service recoveries and executive-level communications to retain high-value accounts and protect revenue.
- Partnered with sales, production, and executive leadership to deliver a 5% margin improvement and $3.2M in annual revenue growth via pricing strategy and order-to-cash optimization.
Customer Service Manager at Pentair (2020-01 – 2023-10)
Oversaw North American customer service operations for two major industrial product lines and acted as primary liaison to European manufacturing sites.
- Achieved a 30% increase in service team efficiency through Lean process redesign, workflow standardization, and targeted coaching programs.
- Collaborated with Operations, Logistics, and Sales to improve on-time fulfillment and drive measurable gains in customer satisfaction across channel partners and direct accounts.
- Managed ERP and CRM systems to improve order tracking, reporting, and account management, enabling data-driven performance oversight.
- Built and maintained SOPs for order processing, logistics coordination, and customer service to create scalable, repeatable operating standards.
Progressive Customer Service Leadership at UScellular (2002-01 – 2020-01)
18-year career spanning frontline supervision, quality assurance, hiring management, technical support leadership, and operational administration in a high-volume telecom environment.
- Supervised customer service teams, coaching, performance management, and scheduling—consistently achieving 80%+ Top-Box CSAT.
- Served as Hiring Manager for frontline and support roles, building high-performing teams through structured recruiting, onboarding, and development programs.
- Acted as Quality Advocate, evaluated interactions, identified performance trends, and delivered data-backed coaching to improve service quality and compliance.
- Managed escalated customer concerns and complex account issues; recognized company-wide for problem-solving and leadership development.
