Full Track Record
Core Competencies
Professional History
Director of Member Services (B2B & B2C)
A SaaS platform specializing in professional advisory connections for enterprises and consumers.
2019 – 2026- Sustained 95% CSAT: Cultivated a culture of trust and psychological safety that empowered a global team to maintain elite service levels during a 0 to 80 headcount scale in under four months.
- 344% Upsell Revenue Growth: Rebuilt fragmented support operations and replaced an underperforming BPO with a scalable partner, converting a cost center into a significant profit center.
- Crisis Systems Migration: Directed the enterprise migration from Desk.com to Salesforce Service Cloud. Later architected and executed a full migration from Service Cloud to Zoho CRM in under 14 days following a leadership pivot, ensuring zero downtime in member support.
- 85% Time-to-Value Reduction: Redesigned enterprise onboarding by integrating AI triage and API automations, accelerating the customer journey while boosting six-month renewals by 40%.
- 40% Contact Volume Drop: Engineered a live chat channel and agentic AI triage system to automate repetitive tasks, allowing the team to focus on high-empathy interactions.
- 30% Resolution Time Reduction: Streamlined technical support workflows and queue logic in Salesforce to eliminate manual toil and improve global response speeds.
- 20% Annual Renewal Lift: Deployed automated health scoring and lifecycle mapping to proactively identify at-risk accounts and trigger early retention interventions.
- 50% Drop in Escalations: Established structured resolution tiers and provided agents with the autonomy and playbooks needed to own customer outcomes.
- 45% Complex Case Improvement: Optimized resolution times for high-priority cases through specialized team structures and clear frontline ownership.
- Brand Sentiment Recovery: Improved public ratings from 2.5 to 4.5 stars on Trustpilot and Google within six months by aligning review strategies with peak customer milestones.
Onboarding Manager (B2C)
2018 – 2019- 60% Activation Increase: Revamped onboarding workflows and built automated reminder systems that significantly reduced early-stage drop-offs and drove new revenue.
- Technical Leadership: Built a technical onboarding support team that decreased implementation timelines by 30% while increasing CSAT.
- Change Management: Facilitated critical strategies during a company-wide restructuring to ensure service continuity and team morale remained stable.
CX & Operations Consultant (B2B)
A healthcare quality assurance firm providing hospital auditing services and proprietary results-analysis software.
2018 – 2023- Zoho CRM Implementation: Led the full-cycle implementation of Zoho CRM, including custom workflow engineering and the development of comprehensive training and adoption strategies for internal teams.
- Executive Decision Support: Designed and implemented real-time dashboards for healthcare executives, enabling data-informed decisions based on hospital audit results.
- Regulatory Compliance: Led QA and compliance operations aligned with HIPAA requirements, designing escalation protocols and performance dashboards for regulated environments.
- Audit Systems: Delivered operational audits that uncovered systemic inefficiencies and reduced regulatory exposure for SaaS and healthcare clients.
Director of Customer Operations (B2B)
2013 – 2018- 95% Enterprise Retention: Achieved a 95% client retention rate across enterprise healthcare accounts through proactive outreach models and white-glove onboarding.
- Operational Architecture: Launched and scaled a QA function that unified support, sales, and quality oversight into a single service model.
- Self-Service Strategy: Developed a customer education portal and feedback loops that decreased inbound ticket volume by 35% and improved satisfaction scores by 20%.
Store Manager
2011 – 2013- Sales Leadership: Managed retail operations and sales teams to achieve a consistent 15% increase in revenue.
Metro Training Store Manager
2006 – 2011- Staff Development: Oversaw high-volume retail operations and staff development across up to seven store locations.
Education
B.S. Business Administration | Purdue Global
Anticipated 2026