Experience

Apollo Neuro

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Senior Technical Manager of Customer Service, Processes & Strategies

  • Mar 2020 - Present

  Remote I define and develop the Customer Service strategy and service experience, tied to our organization's goals and values. With the support from our stellar customer service agents, I… - Create and optimize all of our customer service workflows, processes, and documentation. - Design and implement new hire training for customer service. - Work cross-functionally so all teams understand Apollo's customer service offering, our impact, and how business decisions impact our services. -… Show more I define and develop the Customer Service strategy and service experience, tied to our organization's goals and values. With the support from our stellar customer service agents, I… - Create and optimize all of our customer service workflows, processes, and documentation. - Design and implement new hire training for customer service. - Work cross-functionally so all teams understand Apollo's customer service offering, our impact, and how business decisions impact our services. - Act as liaison between customers, marketing, and product development (hardware & software) to ensure that issues, questions and problems are addressed and resolved, and our product improves. - Design and launch new support channels, strategies, and product/service offerings. - Drive initiatives to increase customer self-service and first contact resolution. - Create reports, analyze, and mine our data for customer and product insights. - Identify solutions to improve the customer experience from order entry through delivery. - Research new technologies for providing or improving our customer services. - Manage a remote customer service team based in the U.S., plus off-shore agents. - Monitor our performance and allocate staff and resources to meet service demands. - Motivate our team to meet, sustain, and surpass performance goals - acting as a resource, coach, and leader. - Drive a culture of accountability, continuous improvement, and personal excellence. - Create service solutions that benefit all parties even in the most complex, sensitive and/or adversarial situations. Show less



abracadabra.do

• Operations, Startup, & Growth Consultant

  • Jun 2018 - Present

  Remote I help companies streamline their practices and processes in operations, e-commerce, information technology, customer support, product and service marketing, and retail. Most recently, I have... - Managed adoption of, or migration to, new website platforms, e-commerce platforms, payment processing and point-of-sale (POS) systems, organization email, customer surveying & feedback, 3PL, project management, and email and social media marketing tools. - Developed the registration systems,… Show more I help companies streamline their practices and processes in operations, e-commerce, information technology, customer support, product and service marketing, and retail. Most recently, I have... - Managed adoption of, or migration to, new website platforms, e-commerce platforms, payment processing and point-of-sale (POS) systems, organization email, customer surveying & feedback, 3PL, project management, and email and social media marketing tools. - Developed the registration systems, customer support, and other operational systems to launch a 3,000 attendee conference in London, UK. - Helped startups and young companies in growth/expansion phases to develop the organization's mission, vision, and values, and their means of integrating this vision across the entire organization, including training existing team members to align, as well as aligning hiring practices to find new talent with a better culture-fit. - Developed start-to-finish documentation for teams to offer efficient and successful customer services through email ticket, chat, and phone support - including product sales guides and training to make customer support a profit-generating function. Show less



Bulletproof 360

• United States
• Retail
• 1 - 100 Employee

• Operations Support Manager

  • Sep 2012 - May 2018

  Beginning in 2012 as Head of Technology Operations, I spearheaded the following areas, encompassing all facets of marketing and customer experience management: - E-commerce, blogging, and marketing/sales funnel design and optimization, conversion testing, and product launches (digital & physical). - Conference & event management, direct sales, wholesale & business development. - Product & brand training, sales training, policies and best practices for ambassadors, customer support… Show more Beginning in 2012 as Head of Technology Operations, I spearheaded the following areas, encompassing all facets of marketing and customer experience management: - E-commerce, blogging, and marketing/sales funnel design and optimization, conversion testing, and product launches (digital & physical). - Conference & event management, direct sales, wholesale & business development. - Product & brand training, sales training, policies and best practices for ambassadors, customer support representatives, and retail staff. - Technical documentation & project management – PCI compliance/auditing, e-commerce, web & system migrations, custom app development, IT for retail operations & experiential installations. - Marketing & advertising administration – email marketing, affiliate marketing, digital ad networks. - Social media & online community administration & management. - Customer service administration & management – help desk ticketing services, FAQ's, phone support, & response automation. - Multi-channel data & analytics – discovering KPI’s across web, marketing, social media, & community analytics & sentiment. This resulted in… - Exponential growth in e-commerce performance – doubling revenue multiple-times over, year-after-year; as much as 600% in a period of 18 months. - Rapid growth of our 100% remote team, from 5 to 150+ within 4 years – I orchestrated the adoption, training, and migration to expansive operational softwares, reporting and team management tools, and IT infrastructure. - Retail locations; opening our first Bulletproof Coffee cafe within 3 years – our flagship cafe in Santa Monica, California in 2015, plus three more active retail locations. - The Bulletproof Biohacking Conference - as manager of registration, customer service, and IT, as well as marketing and pricing strategist, I supported the event’s growth from 80 attendees in 2012, to 3,500 in 2017. - The release of two New York Times bestselling books, The Bulletproof Diet, and Headstrong. Show less



Santa Barbara Dance Alliance

• United States
• Wellness and Fitness Services

• Dance Instructor & Event Coordinator

  • Feb 2010 - Dec 2012

  Using local and online marketing strategies, I upgraded the Saturday evening social dance experience at the Santa Barbara Dance Center. What was an event attended by only a hand-full of customers, turned into a party that averaged 80-100 attendees (weekly), with guest professional dance instructors, catered refreshments, tailored dance instructions, and music blasting into the night. I also taught group classes and private lesson in social and competitive Ballroom dancing.



DAS Technology

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Product Developer

  • Feb 2012 - Sep 2012



Vista Web Media

• Technology, Information and Internet

• Jr. Developer

  • Nov 2010 - Jan 2012

  Provided technical support, and helped develop internet marketing solutions for small and large businesses; mostly specializing in Social Media Marketing tools and strategy.



The Innovation Resource

• United States
• Business Consulting and Services
• 1 - 100 Employee

• New Business Development

  • Apr 2010 - Dec 2010



The Soloman Center

• Secretary & Tech Support

  • Aug 2008 - May 2009

  Handled all clerical tasks (receiving new clients, phone calls, scheduling, billing, accounting, filing, insurance, etc.) for a chiropractic office averaging 65 patients per week. Designed new graphics to re-invent company brand and image, including logo, advertisements, brochures, and website. Provided tech support to maintain company computer and stream-line repetitive office tasks.



SARR Enterprise

• In-house Designer

  • Jan 2007 - May 2009

  Created branding, product labels, and marketing materials for an organic and fair-trade coffee and tea company with a product line of more than 50 coffees, spices, and teas.



Martial Arts Institute of the Berkshires

• Volunteer Instructor

  • Jan 2005 - Jan 2009

  Instructed, and assisted in teaching classes of 10-15 students (ranging from 4 to 65 in age) in the art of Tae Kwon Do. Also performed skills publicly and for fund raisers on the MAIB Demonstrations Team.