San Francisco Bay Area
I am a Customer Experience and Operations leader with 20+ years of experience building and scaling high-performing support organizations within FDA-regulated and medical device environments. Throughout my career, I’ve focused on transforming customer operations into strategic drivers of retention, revenue, and long-term growth. I’ve led large-scale operational improvements, built customer lifecycle strategies, and implemented systems that improve both performance and customer satisfaction. In my current role as Director of Customer Success, I lead end-to-end customer experience strategy across 500+ accounts, driving engagement, retention, and operational excellence. My team consistently exceeds service level expectations, maintaining 98%+ performance across responsiveness and resolution while improving overall customer trust and satisfaction. Previously, I’ve led global customer care transformations, scaled teams, improved resolution times, and held full P&L responsibility for a $20M operation—driving measurable improvements in retention, efficiency, and cost reduction. I am passionate about aligning cross-functional teams—Sales, Operations, and Support—to deliver seamless customer journeys and scalable infrastructure. Core focus areas include: • Customer Experience Strategy & Lifecycle Management • Support & Success Operations • Retention & Revenue Growth • Process Optimization & Systems Integration • Cross-Functional Leadership I’m always open to connecting with leaders focused on elevating customer experience and building high-impact teams.
Medical device company focused on innovative aesthetic technologies. ● Lead end-to-end customer experience strategy across a portfolio of 500+ accounts, driving retention, engagement, and long-term customer value ● Built and scaled Customer Success and Support operations, including onboarding, technical support, and account management functions ● Consistently exceeded service performance targets, achieving 98%+ SLA adherence across call response and service resolution ● Designed and launched customer membership and payment programs, increasing recurring revenue and program adoption ● Directed capital equipment operations, including order management, fulfillment, billing, and white-glove delivery experience ● Optimized CRM (Salesforce) and ERP (NetSuite) systems, improving operational efficiency, reporting accuracy, and cross-functional visibility ● Established and managed third-party financing partnerships, streamlining purchasing processes and mitigating financial risk ● Partner cross-functionally with Sales, Operations, and Training to improve onboarding, compliance, and time-to-value ● Led escalation management and complaint resolution processes, strengthening customer satisfaction and retention outcomes ● Drove continuous improvement of the end-to-end customer journey, aligning teams around a customer-first strategy
Global medical device company focused on light-based therapeutic technologies. ●Led transformation of Customer Care operations, relocating support from Canada to the U.S. and building a high-performing team ●Increased customer satisfaction to 99.5% through improved service delivery and team performance ●Reduced North American ticket resolution time to an average of 3.1 hours, significantly improving responsiveness ●Implemented NetSuite ERP, streamlining support workflows, order processing, and internal operations ●Reduced Asia-Pacific response times from 2 weeks to 24–48 hours, improving global service consistency ●Acted as Voice of the Customer, influencing product development and cross-functional decision-making ●Established scalable processes and KPIs to support continued growth and operational excellence
FDA-regulated dental laboratory delivering high-quality restorative solutions nationwide. ● Held full P&L responsibility for a $20M operation, overseeing manufacturing, operations, and client services ● Led and developed a workforce of 150+ employees, driving performance, engagement, and operational excellence ● Increased customer retention from 55% to 93% and new customer conversion to 84% through improved service and client experience strategies ● Designed and directed relocation to a 37,000 sq. ft. facility, reducing operational costs by $600K annually ● Implemented lean manufacturing and digital workflows, generating $650K in annual savings ● Reduced shipping error rates from 15% to less than 1%, significantly improving quality and customer satisfaction ● Established and maintained FDA-compliant quality systems, including complaint handling and CAPA processes ● Led cross-functional initiatives to improve efficiency, scalability, and overall business performance
National dental services organization providing cosmetic and whitening solutions. ● Led a 30-person customer support team, implementing a One Call Resolution model to improve service efficiency ● Recruited, trained, and developed 45+ sales and support associates, building a high-performing organization ● Increased customer appointments by 60% through implementation of online scheduling capabilities ● Managed a $5M product line and all vendor relationships, optimizing inventory and procurement processes ● Increased repeat sales by 40% and overall network revenue by 52% ● Improved operational workflows across support, logistics, and purchasing functions