Experience

Intercom

• United States
• Software Development
• 700 & Above Employee

• Director Customer Support

  • Mar 2021 - Present

• (Interim) Head of Global Support

  • Mar 2021 - Mar 2022

  - Acted as Head of Support, filling in for the VP of Support position. - Led a global Customer Support org including teams in North America, Dublin, & Sydney. Created CS Org roadmap and priorities. - Oversaw Support Operations (e.g. capacity planning, product launches, automation) - Managed a team of regional Managers and CS Directors. - Reported into Executive staff and worked together to scale and evolve Intercom's support offering.

• Senior Manager Customer Support, North America

  • Jun 2018 - Feb 2021

  Manage a team of 6 Customer Support people leaders in Chicago and San Francisco, each with 8-10 Customer Support Representatives or Customer Support Engineers. Helped evolve process, workflow and systems for global 24/7 support operations. Worked cross-functionally with key stakeholders for product roll outs and internal education.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Manager

  • Jul 2010 - Jun 2018

  - Ability to collaborate with the store leadership team to develop strategic plans across multiple business groups, improving process and surpassing standards to drive the business in the store. - Proven ability to inspire, coach, train, and develop store team members to consistently provide exceptional customer service and drive for results. - Experience adapting to challenges, providing support, and guiding communications in a constantly changing retail environment - Ability to collaborate with the store leadership team to develop strategic plans across multiple business groups, improving process and surpassing standards to drive the business in the store. - Proven ability to inspire, coach, train, and develop store team members to consistently provide exceptional customer service and drive for results. - Experience adapting to challenges, providing support, and guiding communications in a constantly changing retail environment