I am an operations and customer experience leader with more than a decade of experience improving service delivery, team performance, and cross-functional execution. I have led large teams in customer service and support environments, with direct responsibility for 30+ employees and broader oversight of 100+ team members across onshore and offshore operations.
I specialize in process optimization, workflow design, and building scalable operating models that maintain quality while improving efficiency. In my recent roles, I redesigned SOPs, strengthened documentation, and introduced a remote staffing model that preserved service levels while increasing productivity.
I am comfortable working across analytics, customer operations, compliance, and leadership functions. My background includes using tools such as Salesforce, Tableau, Alteryx, Zendesk, Jira, Confluence, and cloud-based communication platforms to support operational visibility and team coordination.
I have a strong track record of coaching and developing teams, managing hiring and onboarding, and creating a culture of accountability and engagement. I value clear communication, consistent standards, and practical solutions that help teams perform at a high level.
I also bring experience partnering with engineering, policy, and technical support teams to resolve complex issues and improve customer outcomes. My work has included handling sensitive data, supporting regulatory compliance, and acting as the voice of the customer in product and process discussions.
I am now looking for opportunities where I can apply my leadership, operational strategy, and customer experience expertise to help an organization scale effectively, improve service quality, and deliver measurable business impact.
