San Francisco Bay Area
I'm a Support Operations & CX Program Management Expert with over 10 years of experience building and scaling high-performance CX teams for growth stage startups around the world. Some of the companies I've worked with include Figma, Calm, Honeybook, 99designs/Vistaprint, Qwilr, Shef, and Pearson. I take full advantage of my advanced proficiency in SQL + Python and a deep understanding of CX strategy + culture to build compelling storylines and drive cross-functional decision-making at both the strategic and operational level. I'm passionate about: Helping businesses design efficient customer support workflows. Implementing + optimizing systems, tooling and processes for scale. Ingesting, modeling, and visualizing data to identify areas of opportunity for CX teams.
MadKudu is the only predictive lead scoring platform built for B2B SaaS companies. We help go-to-market teams use data and signals to execute better segmentation, prioritization, and personalization of their leads and ultimately resulting in increased revenue. We raised our Series A of $18 million last year, led by Felicis with participation from BGV, Alven, HarbourVest, Techstars and notable GTM and PLG experts like Elena Verna, former CMO at Miro, Darius Contractor, CPO at Vendr, or Sahil Mansuri, CEO of Bravado. •Distinguished track record of quickly and meticulously investigating and resolving intricate technical challenges encountered by enterprise clients, leveraging deep technical expertise (SQL, Python scripting, and Machine Learning, API, SAML/SSO) and innovative problem-solving skills to ensure a customer experience that "feels like it's coming from a much larger organization". • Build out Zendesk automations, triggers, and macros. • Investigate and debug DAG processing errors in Airflow. • Develop, test, and iterate on Datadog monitors to proactively alert customers about potential data flow issues, and surface and fix errors in underlying Python and SQL code for their custom implementation configurations. • Create and share out custom dashboards via Redash and SFDC to customers to monitor MadKudu's effectiveness, accuracy, and usage. •Currently collaborating with the machine learning team to develop systems of automation for common support tickets — we expect the project to reduce manual monitoring hours by 50+ hours a week.
Udemy is a leading online learning platform dedicated to democratizing education by providing access to a diverse array of courses taught by experts worldwide. Our mission is to empower individuals to develop new skills, pursue their passions, and advance their careers, regardless of their background or location. Join us in transforming lives through the power of learning. • Developed, tested, and pushed creative solutions to production that allowed for custom, complex Zendesk integrations with legacy applications in the customer experience stack (Salesforce, Tray.io, Census, StatusPage, etc.), allowing for the creation of custom internal dashboards for reporting and two-way data sync across multiple support channels. • Developed, tested, and maintained custom Python scripts via DAGs triggered by Airflow for automations, triggers, and workflows within Zendesk across a large, complex customer experience org with more than 7 distinct product verticals, collectively saving over 30,000 minutes, or 500 hours, of manual human labor. • Developed, tested, and maintained Zendesk custom applications designed to classify, tag, and route tickets to the appropriate teams and organizations, leading to a 30% decrease in total resolution time for T2 tickets and a 50% decrease in total resolution time for T1 and T3 tickets over a 6-month period. • Developed custom code for the Zendesk Help Center, creating unique logic for forms to further assist with ticket deflection and segmentation, leading to a 15% jump in ticket deflections over a 3-month period. • Regularly collaborated with Business Operations and Voice of the Customer (VotC) teams to A/B test product rollouts related to the overall customer experience.
World-class customer experience teams for companies who put people first. • Developed a suite of scalable support ops templates and frameworks (QA, Performance Tracking, Internal/External Documentation, Automation + Workflow, etc.), dramatically reducing implementation time by 60%+ for mid-market clients, from 3+ weeks to <1 week. ‣ Example project: Built parameterized MBR + QBR decks in Figma in addition to semi-real time dashboards (mostly in Looker, but also created a working prototype using Dash + Flask) • Created complex long-term, mid-term, and short-term forecasting models for multi-channel Support Orgs (Calm, Mighty Networks, Shef) in both Excel and Python, synthesizing results into presentation decks and delivering to C-Level alongside support leadership —successfully drove 30%+ expansion of headcount. • Designed and implemented full data tech stacks for both Shef and Mighty Networks (Fivetran — Ingestion, BigQuery/Snowflake — Warehousing, dbt/Looker — Modeling, GDS/Looker — Visualization) ‣ Example project: Was tasked with creating a simple ETL flow on a budget — implemented a self-hosted instance of Airbyte, manually modeled in BigQuery and visualized in Google Data Studio, all for the low, low price of free. • Developed and maintained triggers + automations + workflows across a number of Helpdesks (Zendesk, Intercom, Gorgias, Front), deflecting nearly 65% of incoming volume for Calm at one point. ‣ Example project: Successfully implemented skill-based routing (along with accompanying tagging/view architecture and respective internal SLA schedules) in Zendesk for Mighty Networks, reducing FRT for high-priority VIP hosts by 40% over the next quarter. • Owned program management across all mid-market clients, leading a team of 2 analysts, 4 documentation specialists, 2 trainers/facilitators, and 6 team leads across 4 complex, multi-channel support orgs, all of whom were internally developed and promoted.