Greater Sacramento
With over a decade of experience in Customer Experience and Support Operations, I specialize in designing and optimizing scalable systems that improve operational efficiency, tooling effectiveness, and customer outcomes. As a former Senior Manager, Tools & Systems, I partnered closely with Customer CX leadership and Engineering teams to align tooling strategy with operational goals, drive workflow automation, and improve end-to-end support scalability. I am deeply passionate about creating best-in-class customer experiences and building the systems and processes that enable teams to deliver fast, thoughtful, and scalable support. I’m also particularly interested in how AI and automation can be leveraged to improve operational efficiency and enhance support experiences at scale. At Poshmark, I led the strategic development of support systems, focusing on Salesforce Service Cloud to streamline case triage workflows and improve operational accuracy. Collaborating across functions, I drove initiatives to redesign support workflows, reduced manual effort through automation, and successfully prioritized investments aligned with organizational goals. My leadership enabled consistent growth and operational scalability in global customer support systems, leaving a legacy of improved processes and strategic excellence.
- Owned support systems and tooling strategy (Salesforce Service Cloud), driving workflow optimization and automation to improve scalability and operational efficiency. - Set strategy and prioritization roadmap for support systems and tooling in partnership with leadership and Engineering, aligning investments with operational goals and customer impact. - Built scalable case triage workflows by defining routing logic based on case attributes (e.g., keywords, case types), improving accuracy, reducing manual effort, and increasing operational efficiency. - Led cross-functional initiatives with Engineering, Product, and Support to redesign end-to-end support workflows, improving routing accuracy and reducing Time to First Response (TTFR) and Time to Resolution (TTR) metrics. - Defined and tracked key support metrics (SLA, CES/CSAT, quality, volume trends), building reporting frameworks and dashboards to inform strategic decisions. - Managed vendor relationships and contracts for support tooling, ensuring accurate account management, optimizing costs, and partnering with external providers to maintain system performance and support operational needs. - Led root cause analysis of escalated issues, partnering with Engineering and external vendors to implement scalable, long-term solutions. - Facilitated weekly cross-functional prioritization meetings to triage bugs and system enhancements, accelerating resolution timelines and minimizing operational disruption. - Partnered with Support leadership to enhance QA frameworks, training programs, and knowledge management systems, improving agent performance and consistency. - Drove operational improvements that enabled support to scale without proportional increases in headcount.
- Led global, cross-functional programs to scale customer experience operations across international markets. - Managed and developed distributed teams across Canada and India, while building and launching new support operations in Australia, India, and the UK. - Contributed to hiring, onboarding, and development of support operations talent, helping scale team capabilities. - Established operational frameworks and workflows for new regions, enabling consistent support delivery and scalable growth. - Drove performance improvements across Canada team, exceeding Time to First Response (TTFR) goals for two consecutive years. - Designed and implemented standardized processes to improve consistency, quality, and resolution times across regions. - Partnered with Product and Engineering to translate Voice of Customer insights into actionable improvements and influence roadmap decisions. - Built reporting frameworks to monitor performance trends, identify inefficiencies, and drive continuous operational improvements.
- Led a team of 10+ associates, driving performance through coaching, feedback, and quality management to ensure consistent, high-quality support outcomes. - Managed dispute resolution operations, optimizing workflows to improve case handling efficiency and consistency. - Analyzed dispute and escalation trends to identify root causes and drive process and policy improvements. - Collaborated cross-functionally to reduce friction, improve resolution quality, and enhance overall customer experience. - Supported scaling operations through improved documentation, training, and workflow design.