Who I AM

With a passion for understanding customer needs and a knack for streamlining processes, I bring a unique blend of technical expertise and operational acumen to the table. Throughout my career, I have consistently demonstrated my ability to lead and motivate teams, develop innovative solutions, and drive measurable improvements in customer satisfaction and operational efficiency.

My professional journey began with a deep understanding of customer experience, cultivated through my years as a Customer Support Technician, Manager, and Director at NationBuilder. I relished the challenge of resolving complex issues, training and mentoring team members, and implementing strategies that directly impacted customer satisfaction.

At NationBuilder, I created and spearheaded the implementation of a tiered support model that reduced customer wait times by 50%, and I conceptualized a chat-first support workflow that resulted in a 90+% CSAT score. My passion for customer-centricity extended beyond my direct responsibilities, as I actively collaborated with cross-functional teams to ensure that every aspect of the organization aligned with the goal of delivering exceptional customer experiences.

My expertise extends beyond customer support, encompassing a broad range of skills and knowledge that are invaluable to any organization. I am proficient in HTML, CSS, SQL, and API development, giving me the technical understanding to effectively manage and oversee complex projects. Additionally, my strong leadership, communication, and problem-solving abilities enable me to navigate challenges, motivate teams, and deliver results.

Beyond my professional pursuits, I am an avid storyteller, archivist, brand designer and creative. I enjoy crafting compelling narratives that engage audiences and creating visual identities that resonate with brands. These passions have not only enriched my personal life but have also infused my professional work with a creative edge.

I envision the best work environment being one where every process is optimized, every team is empowered, and every customer interaction is a testament to the organization's commitment to excellence. I am confident that my skills, experience, and passion for customer-centricity will enable me to make significant contributions to any organization that seeks to elevate its operational performance and deliver exceptional customer experiences.