Experience

TaxBit

• United States
• Software Development
• 100 - 200 Employee

• Director of Customer Experience

  • Sep 2021 - Present



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Director of Supportability, Digital Customer Solutions

  • Jan 2019 - Sep 2021

  Leading Global Digital Program Managers delivering customer experience improvements for Microsoft Commercial Customers with a focus in Azure, Windows Commercial and Developer products. Championing proactive digital solution strategies for products and services, empowering enterprise customers to self-solve within digital asset interactions. ▪ Coach and mentor to employees across multiple Microsoft organizations. Amplifying not only the employee experience but career growth with a tailored approach for each individual. ▪ Driving end to end Customer Experience strategy for Application & Infrastructure including deployment of three Virtual Support Agents, Troubleshooting Diagnostics, and Self-Help Documentation. ▪ Conduct Rhythm of Business across organizations including Monthly Business Reviews, Quarterly Forecasting, and Financial Planning. ▪ Collaboration with cross-functional teams across 29 Commercial Products resulting in annualized cost savings of $14.88M in FY21. ▪ Leading organizational initiatives focused on Employee Engagement, Diversity, Inclusion, and Team Culture.



Amazon

• United States
• Software Development
• 700 & Above Employee

• Customer Experience Program Manager, Transaction Risk Management

  • Aug 2018 - Feb 2019

  Responsible for a global team of direct and vendor professionals focused on customer experience improvements related to Payments Risk Management across 16 countries. Executed cross-functional mechanisms to continuously measure and improve customer experience by partnering with product, marketing, engineering, and operations teams. ▪ Spearheaded design and re configuration of Machine Learning risk models and operational processes - minimizing risk and maximizing Customer trust. Representing a reduction in False Positives by 11%, resulting in $4.6M bi-annual savings. ▪ Partnered cross-organizationally to drive a customer-centric culture and implement effective experience strategy with clear measurements and accountability

• Business Operations Program Manager - Amazon Pay

  • Oct 2016 - Sep 2018

  Lead Program Manager for Amazon Pay Customer Experience, Customer Support Operational Readiness, and Vendor Contract management. Driving support for business that provides a secure checkout platform for buyers in 7 countries. Manage business process, customer support, Voice of Customer, and escalation management functions. Responsible for global customer service policy and tech roadmaps.▪ Transition of Customer Service support from multiple service providers to a singular vendor, driving efficiency for a Multilanguage support center supporting German, French, Italian, Spanish, and English. Resulting in an improvement of European customer satisfaction from 87.1% CSAT to 98.2% CSAT.▪ Implemented key strategies by launching a mechanism that captures Voice of the Customer and Voice of the Associate including Net Promoter Score (NPS) surveys; increasing NPS by 31% and reducing attrition by 7% YoY.▪ Provide strategy improvements to Stakeholders for product improvements including Marketing, and Product Management.▪ Implement tooling functionality for Customer Service associates, reducing customer effort, average handle time, and negative response rate. Realizing operational cost savings of $8M in 2017 and reduction of repeat contact rate by 23%.▪ Operate across multiple internal organizations to provide guidance and partnership for changes that impact global customer interaction.▪ Responsible for scaling Standard Operating Procedures and policies for global support teams to ensure security, risk management, and best practices were available to all Amazon Pay customer facing organizations.

• Sr. Customer Service Manager

  • Oct 2013 - Oct 2016

  In 2012, Amazon opened it's brand new call center in Winchester, KY. My responsibility was to help scale the CS Site from 35 full-time employees to 890 by the end of 2014 while maintaining operational KPIs. ▪ Conducted over 300 interviews, attended 5 University Hiring Events to bring on both Customer Service Associates and Leadership (Managers / Team Leads). ▪ Led/developed team of 50-90 Customer Service Associates (CSAs) and supervisors in Amazon Payments, Amazon Local Register, Retail, and Digital Devices Operations.▪ Set individual and team performance metrics (KPI goals), expectations including Time to Resolution, First Contact Resolution, Customer Satisfaction, Service Levels and escalation management.▪ Coached and Developed employees through regular one-on-one / mentoring discussions. ▪ Achieved under 2% on negative response rate for surveys and earned #1 in network for operating unit by maintaining focus on customer satisfaction and real time service levels.▪ Led Kaizen on delivery experience with validated cost savings of $1.2M in 2015.▪ Launched Amazon Mayday and Amazon Fire Phone operating units in 2014/2015.▪ Established Amazon Pay white glove call process, which allowed Amazon CS Associates to directly connect customers and merchants to resolve ongoing concerns. ▪ Developed global leadership training on de-escalation techniques for difficult customer situations resulting in 20% decline in escalations across Retail and Digital Operating Units. ▪ Coordination and delivery of Women in Leadership and Customer Connection training for both Corporate Leadership and Customer Service Leadership in 2014 to 2016.

• Customer Service Supervisor

  • Oct 2009 - Oct 2013

  ▪ Led teams of 20 to 60 CSAs both on site and remotely in digital, specialty, and retail operating units.▪ Reported contact trend analysis for specialty operation metrics on daily calls with business partners.▪ Lowered customer dissatisfaction rate to all-time low of 1% for 2+ months in 2012.▪ Led Kaizen on Amazon Dispute Resolution process, resulting in increased time to resolution for Third Party Merchant purchase protection.▪ Launched five new Operating Units: AmazonLocal, MyHabit, Amazon Chat, Social Media Support and Amazon Instant Video.▪ Chosen as Customer Service Lead of the Month in July 2011.



Sears

• United States
• Retail
• 700 & Above Employee

• Pricing and Signing Manager

  • Apr 2008 - Feb 2009

  ▪ Supervised a staff of 7 pricing and signing associates; assisted customers with product questions, managed customer complaints and feedback. ▪ Created promotional signing, product signing, and built seasonal sales floor merchandising plans. ▪ Supervised 25+ team members s Manager on Duty during Store Manager’s absence. ▪ Supervised a staff of 7 pricing and signing associates; assisted customers with product questions, managed customer complaints and feedback. ▪ Created promotional signing, product signing, and built seasonal sales floor merchandising plans. ▪ Supervised 25+ team members s Manager on Duty during Store Manager’s absence.



Custom Coat Powder Coating

• Pasco, Washington

• Office Manager

  • Jan 2007 - Dec 2007

  - Supervised a staff of 8 Power Coating Employees - Organized customer and contractor appointments, coordinated daily workload against deadlines - Maintained accounts receivable and accounts payable duties - Created invoices, estimates, and Purchase Orders for large contractors. - Supervised a staff of 8 Power Coating Employees - Organized customer and contractor appointments, coordinated daily workload against deadlines - Maintained accounts receivable and accounts payable duties - Created invoices, estimates, and Purchase Orders for large contractors.