Experience

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  UBCO - Electric Adventure Vehicles

  • New Zealand
  • Motor Vehicle Manufacturing
  • 1 - 100 Employee

  • VP of Customer Services

    • Sep 2022 - Jan 2023

    Global CX Network Development: spearheaded a technical cx call center network that supported a new global go-to-market product launch and customer journey. Recruitment & Talent Acquisition: proven expertise in leading team recruitment and growth, aligning hiring strategies with business objectives.CRM System Optimization & Cross-Functional Collaboration: successfully implemented CRM system enhancements, streamlining workflows to ensure efficient, accurate, and cost-effective customer service. Market Research & Data-Driven Decision Making: leveraged research findings to drive sales, optimize marketing strategies and elevate Net Promoter Score (NPS); resulting in improved customer satisfaction and loyalty.

  • Sr. Director of Customer Services

    • Jun 2022 - Sep 2022

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  CLMBR

  • Denver, Colorado, United States

  • Director of Customer Service

    • Jun 2021 - Dec 2021
    • Denver, Colorado, United States

    CX Department Creation & Development: spearheaded a technical cx team to support 1st generation of domestic product launches and customer journeys. Customer Journey Design & Optimization: optimized customer journey, internal strategy, and policies to align with industry trends, company goals, and customer needs.Talent Acquisition & Growth: efficiently recruited and coached a team from 0 to 5 customer agents.CRM System Enhancement & AI Integration: defined SLAs and KPIs which improved overall cx resolution and customer interface experience.Knowledge Base & Content Development: created an extensive online knowledge base with support articles, FAQs, user manuals, and video tutorials, reducing incoming volume and accelerating customer question resolutions.Supply Chain Management: SOPs and PR statements that prioritized logistic transparency and customer expectations on the delivery time scale. Data-Driven Decision Making & Customer Insights: leveraged customer analytics for marketing, product development, and customer agent training.Cross-Functional Collaboration & Customer Comms: partnered as a copywriter with Social Media Manager to ensure online communication reflected brand voice.

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  Gymshark

  • Greater Denver Area

  • Head of Customer Support - USA

    • Jan 2020 - Jun 2021
    • Greater Denver Area

    CX Department Setup & Strategic Leadership: established the first USA headquarters cx staff, aligning strategies across a global customer marketplace and fostering cross-departmental collaborations between Europe and US offices. Virtual Team Recruitment & Onboarding Leadership: led the induction of 50+ new remote team members during the pandemic.Mentorship & L&D: fostered staff development, encouraged personal and professional progression by providing LMS tools, and created an internal Agent Tier Advancement System.Human Resource Management: organized department structure, optimized workforce planning through data analytics, and provided personnel management support (HRIS). Data-Driven Decision Making, KPI Identification, Quality Assurance & Training Team: led a QA training team to review analytics, optimize workflows, amend policies, and utilize metrics to ensure agent proficiency.Brand Voice Alignment: collaborated with marketing to define customer tone, implementing weekly audits for consistent brand representation in agent-customer interactions. Wellness Committee Board: promoted a healthy workplace culture by implementing education on health and well-being and providing wellness programs and resources.Brand Award Winner (Q1FY21) “Exceptional Adaptability 2020 Global Pandemic”

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  Boosted, Inc.

  • Mountain View, California

  • Manager of Customer Experience

    • Nov 2015 - Nov 2019
    • Mountain View, California

    Product Lifecycle Management: coached and lead the cx team through three generations of product launches including accessories and global technical service and ordering support.Talent Acquisition & Outsourcing: grew the internal team from 0 to 15 full-time representatives in addition to domestic and international outsourced support. International CX Expert: developed SOPs and SLAs for US, Canada, Europe, Australia, and New Zealand support. Logistics Process Improvement: improved shipping times and increased customer satisfaction through effective process enhancements. Conducted in-person training in Amsterdam at the distribution center. CRM System Enhancement, AI Integration, Process Efficiency: upgrade CRM with AI features, tailored SLAs, and KPIs resulting in 7-day customer support coverage while maintaining a 90+% Customer Satisfaction Score.Recruitment & Talent Management: orchestrated end-to-end recruitment, designed effective interview protocols, and organized team schedules, meetings, training, and performance reviews.Employee Mentorship & Development: provided direct support, career guidance, and growth opportunities to foster employee professional advancement and personal growth.Enterprise Application Integration (EAI): collaborated with developers to achieve seamless product functionality for customers through API integration.CX reporting: generated weekly CX reports for the executive team, providing insights into customer behavior, demographics, logistics, and service coverage.Marketing Promotions: planned and executed successful marketing campaigns across multiple channels, generated leads and sales, resolved customer issues, and analyzed campaign results

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  The Ritz-Carlton Hotel Company LLC

  • Half Moon Bay, CA

  • Meetings, Special Events Coordinator

    • Apr 2013 - Aug 2014
    • Half Moon Bay, CA

    Event & Client Relationship Management: accomplished event coordinator with a proven track record in creating and promoting successful events within budget and deadlines while delivering the Ritz Carlton Five-Star Level experience.Sales Acumen: generated books of $5k-$100k for business or personal events ranging from 10-200+ guests. Holidays and Sunday Brunch events for 300-900 guests, achieving an average table bill of $500.Event Marketing: promoted property venues, and prepared and executed banquet and events contracts.Staff Training & Development: onboarded and trained cross-department staff members to ensure seamless operations.

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  La Jolla Beach & Tennis Club

  • La Jolla, California

  • Sales Associate

    • Mar 2012 - Nov 2012
    • La Jolla, California

    Answered phones, worked the register, stock room, inventory, sales events, marketing promotions, and customer service.

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  Silver Creek Valley Country Club/Sports Pavilion

  • San Jose, California

  • Office Assistant & Tennis Instructor and Coach

    • May 2003 - Aug 2004
    • San Jose, California

    Tennis coach, clinics, youth teams ages 5-18, summer camps and tennis sales shop