Miami, Florida, United States
Customer Experience & Operations leader with 6+ years of experience owning omnichannel support operations, quality programs, and CX readiness for high-growth CPG and e-commerce brands. I’ve led in-house and offshore teams, built scalable systems from the ground up, and partnered cross-functionally to improve performance, customer satisfaction, and operational efficiency. I believe strong CX operations are built at the intersection of clear processes, thoughtful systems, and genuine care for both customers and teams. My work often sits at the center of execution and strategy — translating customer signals, operational data, and frontline realities into practical improvements that teams can actually deliver. I’ve led cross-functional initiatives working closely with Product, Operations, Legal, Marketing, and Data partners to ensure CX is prepared, informed, and aligned as businesses scale. My expertise spans across QA, training, escalations, readiness for launches, and process optimization. I’m comfortable operating in fast-paced environments, managing competing priorities, and making decisions that balance customer effort, quality, and efficiency. I’m energized by brands that prioritize consumer trust, invest in their teams, and view customer experience as a critical driver of loyalty, retention, and long-term growth.
Built and scaled the Quality Assurance function to support a growing customer operation, establishing evaluation frameworks, coaching workflows, and performance analytics that drove a 15-point increase in internal QA accuracy and improved resolution quality. Served as senior escalation lead for high-severity and trust-sensitive cases, partnering cross-functionally to protect customer relationships, platform integrity, and company risk. Led the restructuring of CX SOPs, templates, and workflows to improve omnichannel consistency, streamline onboarding, and enable teams to operate more efficiently during periods of change and growth.
Established the company’s first QA and training infrastructure, enabling consistent performance management across in-house and BPO teams. Built management capacity for first-time Team Leads by coaching on interaction evaluation, feedback delivery, performance 1:1s, and corrective action planning. Partnered with BI teams to develop real-time KPI dashboards, enabling teams to exceed quarterly goals during periods of operational disruption and inventory constraints. Designed and led structured onboarding programs that reduced new-hire time-to-proficiency from 4 weeks to 2 weeks, supporting workforce readiness during periods of rapid growth and seasonal volume spikes.
Led day-to-day CX performance across email, chat, and phone channels, supporting workforce planning, and escalation management across internal and BPO teams. Launched Voice of the Customer and Customer Advisory Board programs, translating customer insights into improvements across Product, Marketing, and Fulfillment. Partnered with CX leadership and cross-functional teams to identify readiness gaps and prioritize operational improvements.
Developed and launched Splendid Spoon’s first end-to-end Quality Assurance function, developing scoring models, audit workflows, and coaching frameworks that drove a 10% increase in CSAT and a 25% reduction in refunds within three months.Designed ticket tagging taxonomies and reporting systems that transformed support data into actionable insights for CX leadership and cross-functional partners. Expanded self-service tools and FAQs to reduce inbound contact volume while maintaining quality and customer satisfaction standards.
Delivered 98%+ CSAT across email, chat, and phone channels while handling complex order, account, and product inquiries. Contributed frontline insights to knowledge base improvements, self-service expansion, and product accuracy initiatives in partnership with Operations and R&D teams.
Facilitated daily operations of Boston University's culinary program, managing vendor relations, food purchases, and program administration. Collaborated with instructors to develop educational materials and curriculum that resulted in 20% increased job acquisition for program participants. Created testing materials and feedback channels to evaluate training effectiveness and maintained comprehensive records of all program resources, courses, and workshops.