Austin, Texas, United States
As a customer support and operations executive who scales support functions for high-growth SaaS, travel-marketplace, e-commerce, and FinTech brands, I know how to elevate customer loyalty, unlock revenue, and drive operational efficiency. In fact, I’ve spent the last 15 years guiding organizations through pivotal inflection points, whether that’s scaling FXCM from startup to NYSE IPO and beyond, installing Vista Equity’s SOP playbook at Kibo eCommerce, or leading a 2,000 agent follow the sun support organization for Vrbo’s multibillion-dollar vacation rental marketplace. Across these roles, I have led with a customer-centric, data-informed style. I use VOC insights, CRM data, and BI dashboards (Tableau, Power BI, Salesforce) to uncover pain points holding businesses back. Along the way, I’ve designed KPI and QA frameworks that create accountability, empowering teams across five continents to exceed SLAs, slash costs, and push NPS to record highs. I’ve made strides in my roles by relying on new tech, integrating AI tools (Language IO, LLM Copilot), and building high-impact teams. From collapsing four legacy stacks into one platform to launching global support hubs, and steering Expedia’s executive team through the change, I thrive on building scalable systems. If you’re interested in having a conversation about my experience or the work we do at Vrbo, please don’t hesitate to reach out. Related Skills: Operational Excellence, Global Contact‑Center Ops (in‑house & BPO), Vendor Negotiation, KPI/QA Frameworks, Software Implementation, Performance Management, P&L Ownership, Project Management, Continuous Improvement, SaaS Implementations, Salesforce, Language IO, LLM Copilot, Jira, Tableau, Power BI
Led all Vrbo operations, including owning a $80M P&L, 2.3K internal & vendor agents, and 5M+ annual contacts across three global hubs (US, India, Ireland), 14 countries, and 5 continents supporting $3.8B vacation rental marketplace. Executive leadership team member; co-authored 3-year business plan, including CX/Ops investments. • Reduced host-initiated cancelations 22% YoY by designing & launching a penalty fee program; generated $10 M+ in new cash and protected ~$1B in future bookings by using fee income to provide a better service to relocated customers. • Re engineered regional model to global 24-hour coverage structure in 2024 by consolidating footprint from 8 sites to 3 and redefining support tiers. o Cost Per Transaction decreased 24% YoY, Net Promoter Score at all-time high of 46 (improved 35% YoY), Service Level target: 80% of contacts answered within 60 seconds exceeded with 89% achieved. o Lowered Average Handle Time (AHT) and improved First-Contact Resolution (FCR) while trimming ops budget. • Deploying Gen‑AI stack (Language IO + LLM Copilot) that will unify chat/email queues across 7 languages, auto‑summarize notes, and cut handling time while eliminating a hiring backfill. • Directed all global BPO partnerships, renegotiated rate cards, and rolled out unified performance dashboards, boosting SLAs, raising QA standards, and slashing payment disputes. • Transformed customer & business pain points into high impact, revenue generating solutions, combining data analysis with customer listening to scale global service org that hit aggressive cost, quality, and growth targets. • Led five director‑level leaders who ran 300 internal staff together while driving cross‑functional initiatives with Product, Marketing, Engineering, Finance, Sales, and Legal.
Led an 80‑person global support & professional services organization for marketing-leading Escapia property‑management SaaS, serving hundreds of professional vacation‑rental managers worldwide. Member of the Escapia Leadership team that worked cross-functionally with Product/Engineering, Marketing, and Sales to drive strategy. • Led effort to migrate customers from 3 legacy software systems onto our Champion brand Escapia, migrating hundreds of accounts on deadline with zero churn among top customers; improved support experience and feature releases. • Doubled support coverage from 12 to 24 hours without incremental budget by cross training the Australia hub and standing up a 24 hour model; spun up Tier 2 pods that lifted CSAT while sustaining a very high service level. • Cut contact propensity and avoided 10 head count backfills by rolling out a self service knowledge base, Tableau BI dashboards, and streamlined workflows; partnered with Product & Engineering on a “Top 10 CX Pain Points” roadmap that slashed defect rate.
• Ran an end to end customer operations group, Technical Support, Payment Ops, and a 24/7 contact center, serving brands that run order management, personalization, and storefront SaaS. • Implemented Vista SOP playbook, establishing the KPI, QA, and budget framework for the organization; introduced live dashboards and coaching rhythms that lifted same-day ticket resolution, CSAT, and agent productivity. • Codified implementation/onboarding playbook that improved enterprise go live timelines and reduced escalations. • Reported to the COO and sat on the Senior Leadership Team responsible for cross-departmental projects including Product Roadmap.
Established first institutional client‑services org for FXCM’s B2B trading platform, supporting global banks, hedge funds, and brokerages. Owned financial targets, continuous improvement, and process management. Served as a central point of contact for customers, vendors, business development, and product management. Reported to the CEO. • Launched an enterprise ticketing & workflow system that cut average response time in half, lifted agent productivity, slashed time to resolution, and achieved 90% client‑satisfaction scores. • Halved institutional onboarding time (50% in 6 months) and accelerated revenue capture by mapping critical paths, automating, and embedding a feedback loop. • Hired, trained, and motivated a global team to reach high performance by setting goals and providing consistent feedback while driving projects, resulting in measurable improvements in the quality of end-user support. • Designed Team Lead training program and taught 20+ new managers courses on performance coaching, leadership, strategic thinking, and project management. • Entered FXCM as a Series 3–licensed Client‑Service Rep and earned three promotions, helping scale the startup, globalize support, and position firm for a successful IPO.