About Me

Results-oriented operations professional offering progressive management experience leading key growth initiatives and driving data science-focused process improvement. Delivers innovative, reliable, cost-saving solutions and strategies that streamline processes and drive business growth in a dynamic environment. Committed, analytical, and hands-on with a proven track record reflecting proactive leadership experience that inspires and motivates teams. Known for collaborative work ethic, problem-solving and communication skills, and successful delivery of work.

 

Core Competencies

  • Continuous Process Improvement

  • User Experience (UX) & Customer Experience (CX)

  • Customer Success

  • Budget Management & Cost Management

  • Regulatory Compliance

  • Strategic Data Analytics

  • Project Management & Program Management

  • Performance Improvement

  • Quality Assurance (QA) & Quality Control (QC)

  • Risk Analysis

 

Experience

Enklu

February 2022 - Present

Head of Customer Experience

Promoted July 2022

Coming soon

 

Senior Client Success Manager

Coming soon

BandLab Technologies

November 2021 - February 2022

Senior Manager, Support, Billing, & Operations

Coming soon

ReverbNation

May 2012 - November 2021

Senior Manager, Support, Billing, & Operations

Promoted January 2021

  • Expand client engagement, creating a complex helpdesk ticket tagging system to quickly identify trends in client engagement and product questions to report to product managers and quality assurance teams.

  • Streamline data analysis for an internal team of 100+ employees, facilitating quick escalation of unknown bugs, product issues, and other client trends.

  • Launch multiple Zendesk Help Desk systems for sister companies, Zire and PlayMetrics, creating FAQ articles, macros, triggers, automation, ticket tagging, and report systems, onboarding, and training 8 employees.

  • Collaborate with product managers to analyze subscription checkout rates through A/B testing, implementing process automation throughout checkout flow to improve conversion rates.

  • Create an audit system for the digital marketing campaign product quality controls and approval processes, collaborating with developers to improve approval time by 140%.

  • Increase release submission flow first-time success rate from 60% to 96%+, partnering with digital distribution aggregate vendors to correct metadata issues and reduce Apple Music quality check corrections.

  • Champion and enable rapid information access, developing a comprehensive knowledge base for use as an ongoing onboarding tool for information on admin system, helpdesk, product knowledge, and site navigation.

 

Manager, Support, Billing, & Operations

Promoted December 2016

  • Innovated customer support processes, finding creative strategies to improve both new and pre-existing processes, including team training session scheduling and proactive learning for trending industry techniques.

  • Led a proactive learning environment by modeling and mentoring through shared knowledge, access to training, and encouragement toward professional development.

  • Implemented an API system, pulling client data from the database and populating the ticketing system for team members to quickly identify account information, dramatically improving first-reply and overall resolution times.

  • Managed daily operations for support, billing, and fraud prevention departments, supporting 12+ employees.

  • Drove consistent, daily communications with employees, customers, product developers, development operations, and QA to ensure optimal issue resolution during customer support escalation.

  • Analyzed and identified areas requiring increased vigilance, creating customized reporting to develop and improve customer support processes.

    • Innovated customer support processes, finding creative strategies to improve both new and pre-existing processes, including team training session scheduling and proactive learning for trending industry techniques.

    • Led a proactive learning environment by modeling and mentoring through shared knowledge, access to training, and encouragement toward professional development.

    • Implemented an API system, pulling client data from the database and populating the ticketing system for team members to quickly identify account information, dramatically improving first-reply and overall resolution times.

    • Managed daily operations for support, billing, and fraud prevention departments, supporting 12+ employees.

    • Drove consistent, daily communications with employees, customers, product developers, development operations, and QA to ensure optimal issue resolution during customer support escalation.

    • Analyzed and identified areas requiring increased vigilance, creating customized reporting to develop and improve customer support processes.

    • Promoted to a leadership position to oversee and manage billing team and processes, reliably displaying excellent critical thinking skills when resolving escalations with complex billing systems.

    • Resolved chargeback disputes and communicated directly with payment providers, utilizing excellent communication skills and teamwork when engaging with internal and external stakeholders.

    • Answered incoming emails and phone calls regarding general customer support and billing-specific inquiries.

    • Communicated with banks and payment providers to assist chargeback claims, reproducing and reporting bugs to the QA team.

 

Certifications

Programing With Python, Codecademy (2019)

Learn SQL From Scratch, Codecademy (2019)

 

Technical Proficiencies

Zendesk, Google Suite, HTML, JIRA, Microsoft Office Suite, MS Excel, MS Powerpoint, MS Word, Python, Salesforce.com, Slack, SQL, Trello, Zoho, Freshdesk, Photoshop.