Portsmouth, New Hampshire, United States
After 12 years building remote Customer Support teams in tech, I've noticed a pattern: as we've gotten better at using AI and optimizing remote work, we've lost something essential about how humans connect. I've been part of teams where genuine connection made everything work better, and teams where the lack of it created dysfunction no process could fix (trust me, I tried!). But this isn't just a workplace problem. The same disconnection shows up in families staring at separate screens in the same room, communities where neighbors remain strangers, people constantly connected digitally yet feeling profoundly alone. We've optimized for efficiency and digital connection while forgetting how to help people actually connect. That's why I founded Third Space Experiences. I design and facilitate in-person connection experiences in device-free environments. Using professionally curated conversation frameworks, I work with organizations building relational foundations, social groups deepening relationships, and individuals seeking meaningful connection through public gatherings. My approach in the workplace: Great leaders build strong relationships with direct reports, but organizational success requires more. When cross-functional teams don't understand each other as humans, collaboration breaks down. I help build the peer-to-peer relationships that even great leadership can't create alone. Some of my favorite things are (in no particular order) - *Personal + Professional Development *Process Improvement + Building *Complex Problem Solving *Passionate Discussions + Collaboration *Coaching + Mentoring *Customer Service + Support + Experience *Strategic Long-Term Planning *Analyzing Data *Technology Optimization *CX, UX + Voice of the Customer *Authentic Connection About me - *Myers-Brigg - ISFJ *CliftonStrengths - Strategic, Relator, Learner, Analytical, Intellection *VIA Institute on Character - Kindness, Fairness, Honesty, Judgment, Leadership *Enneagram - 8w9 *PI - Individualist
I design and facilitate in-person connection experiences in device-free environments, helping people connect authentically beyond their roles. Using professionally crafted conversation frameworks, I work with three main audiences: *The Team Connection Experience: I help leadership teams, nonprofit boards, and cross-functional teams build the relational foundation that makes collaboration, innovation, and resilience possible. When people understand each other's values, perspectives, and motivations beyond job titles, everything else becomes easier - conflict resolution, creative collaboration, and people actually wanting to show up. *The Community Connection Experience: I facilitate connection experiences for book clubs, networking groups, friend circles, retirement communities, municipalities, and other communities wanting to deepen relationships and move beyond surface-level interaction. *Community Events: I host two types of ticketed events. First, where individuals can experience meaningful connection with strangers in 90 minutes; and second, partner experiences where pairs who already know each other can deepen their relationship in a supportive group setting. These device-free gatherings demonstrate what becomes possible when people are fully present with professional facilitation and intentional frameworks for authentic conversation. This isn't soft skills training - it's building the relational capacity that makes everything else possible. Learn more: www.third-space-experiences.com
I expanded and managed the Voice of the Customer program, integrating product analytics to understand users' digital experience; achieved an industry-competitive NPS of 56 with a 14% response rate within the first year. I leveraged VoC insights to identify underperforming customer segments, prioritizing targeted product development initiatives that addressed key friction points and improved retention among high-value users. I established and managed a cross-functional prioritization framework for product enhancements, ensuring alignment between customer needs and business objectives. I was a key stakeholder in the Product development process from inception to deployment. I continued to fulfill all responsibilities carried out as Senior Manager, Customer Support, and ownership of self-service knowledge base and documentation.
I oversaw the operations of Customer Experience (CX), ensuring seamless alignment between tactical implementation and strategic CX frameworks, with a strong emphasis on effective change management practices. My role involved spearheading various initiatives, notably the establishment and management of a Voice of the Customer program. Additionally, I crafted and implemented an intuitive self-service onboarding education program to elevate user experience while streamlining support processes. I also continued to fulfill all responsibilities carried out as Senior Manager, Customer Support.
Drove customer support at a start-up with under 100 employees; rolling out a CSat program, with the first year CSat landing at 95.5. I implemented Zendesk articles and Pendo product walkthroughs to enable scalable support through a robust self-service knowledge base. I built out and streamlined cross-functional processes to enhance operational efficiency for both internal and external-facing processes.