Experience Matters
Industry & Scale Knowhow
Retail to fintech, first support employee to multi-site global contact centres, high growth to staff restructuring, basic servicing to advanced bots for deflection. There are many challenges you may face, and I've seen most of them! The learnings from each company I worked for and every client I've worked with across stages and industries goes into my toolbox to help future clients.
CX Architect
Whether building teams and products from scratch or improving existing structure, I have a wealth of experience and training across the spectrum of "blocks" that go into building a support organisation. Big or small, I'm able to work with the right people to build the foundation and floors of CX organisations. 🏗
Data Whisperer
Making informed decisions and exceeding results are typically achieved by identifying and measuring the right data points. With a keen quantitative eye, I have collaborated with the right people to build the right CX data infrastructure and work across organisations to evangelise results via custom reporting and work sessions to ensure the numbers speak to change on behalf of the customers. 📊
Collaborative Refiner
Rarely do great ideas take the effort of only one person. From merchandising to marketing and design teams, I have collaborated with stakeholders as an advocate for the customer and the support member to ensure change in propelled throughout the organisation. Effective CX goes beyond the walls of support, and I ensure the right people and data are connected to create transformative change. ⚡️
Hines CX
Wellington
2021-Present
Management Consultant
Comprehensive CX consulting for businesses to build, scale & improve their customer approach and support infrastructure. Direct contracting is tailored to the needs of each business, resulting in product, service & revenue improvements.
● Develop custom scope, action plans & progress reports for each engagement
● Available to guide the selection of software solutions, implementation & systems training
● Optimise CX systems, including automations, bots, integrations, & self-service content, increasing sales conversion and efficiency with prior contracting work in Zendesk & Shopify
● Evaluate existing CX data reporting and improve the value of customer data insights. Previous work with clients to build new fields, forms, reports & workbooks, resulting in 50+ branded new reports and a new monthly CX report delivered to C-suite and head of department stakeholders
Wellington
2021-Present
Partner
Provide CX management consultations with a focus on the holistic health of support structures. Work in a select global partnership of CX experts with a passion for building and scaling high-caliber CX teams.
● Expert knowledge in CX solutions via hands-on experience, partnerships, and certifications in Zendesk, Intercom, Freshdesk, Shopify, Ada AI, Aircall, Medallia & more
● Guide helpdesk selection, implementations & advanced integrations, including prior work in Intercom, Cloudtalk, Whatsapp & Zapier
● Optimise & manage services for existing CX teams, including prior optimisations in JIRA & Zendesk, resulting in increased efficiency
● Provide comprehensive CX business assessment, reviewing 50+ assessment areas with up to 500 evaluation criteria, based on the structure, scale & requirements of each organisation
Koda Support
Rippling
San Francisco
2020-2021
Customer Support Manager
Expanded Benefits & Insurance customer support for an employee management platform post-Series B through insurance enrollment season. Directed the development of vital infrastructure while managing high volume in a fast-paced environment, and doubling the workforce.
● Developed subject matter expertise in the U.S. insurance/benefits industry
● Worked with a cross-functional team to identify infrastructure needs, build expectations for team members, and improve the customer experience.
● Propelled efficiency, and profitability through the expansion of Help Center content for customers, macros and procedures.
● Collaborated with Engineering, Content, Design, Account Executives & Implementation to identify process and informational gaps & system enhancements to streamline the product.
Step Mobile Banking
Palo Alto
2019-2020
Head of Customer Experience
Directed the development of CX for a mobile banking app for young adults. CX Leader from Post-Series A with waitlisted pre-launch through initial launch phases. Implemented & developed systems, automation, data structuring & collaborated with entire organisation to develop an amazing experience.
● Journey mapped customer inquiries and identified quantitative paths to critical insights from customers to accelerate CX gains
● Prepared organization to scale, increase efficiency & profitability. Implemented bots & other automations, macros, forms, fields & tags
● Managed an amazing experience for early customers, with formation of a servicing ethos program, and positive results with a 91.3% Top Two Box Percentage (T2B%).
● First customer hire for the company
LendingClub
Bank
San Francisco
2013-2019
Senior Manager - Member Support
Transformed the service organisation as the architect of support infrastructure during a period of accelerated growth. Scaled business from startup to a publicly traded company. Directed leaders in multiple verticals & channels, including Auto Refinance, Consumer Advocacy, and Personal Loans.
• Drove significant organizational change & improved revenue generation
• Reduced Balance Transfer contacts 30% through collaboration with Marketing, Product & Design to identify and remove friction in customer lifecycle.
• Shifted org structure. Migrated, stabilized & scale of Auto Refinance. 94% drop in abandonment rate, 178% improvement in service level, increased conversion & originations.
• Implemented new channels including text, chat social media, and applications by phone, increasing application conversion & loan issuance
• Collaborated, built & delivered “Lending Care," ethos-based service training to an 800-person organization resulting in a 27% NPS increase
• Slashed operational costs. Amplified CX sophistication with footprint expansions to global customer care provider sites, and established a second internal site in Lehi, UT.
REI
Santa Barbara
2001-2013
Sales Manager
Acted as brand ambassador for Recreational Equipment, Inc. (REI), relocated to Santa Barbara to build and scale the first retail location in-market. Directed opening operations, including hiring, community outreach, and operational management. Managed store through ramp process and derived strategic insights from data to exceeded performance standards, resulting in the store receiving New Store of the Year honors.
• Established brand in the market through recruitment, outreach, collaboration with government agencies & events.
• Maximised performance results, directly managed inventory control, worked with Merchandising to adjust assortments, improving sales & achieving high contribution margins through inventory cycling.
• Developed leaders in performance management, data analysis, budgeting, visual merchandising, payroll, and other tasks with use of development strategies.
• Supported company initiatives, collaborating to transform, including critical system migrations from proprietary systems, training facilitation, and procedural content for all retail locations.
• Built leadership foundation. Graduated Retail Management Training. Managed all departments and multiple sized stores, directly managing up to 75+ employees at a time.
• Managed store finances, including the general ledger. Exceeded stretch goals for operating costs, contribution margins & other KPIs.
• Built and scaled market footprints. Worked in different capacities in 5 store openings across CA.