Experience

Section4

• United States
• E-Learning Providers
• 1 - 100 Employee

• Head Of Operations

  • Sep 2021 - Present

  At Section4, we’re creating the business upskilling platform of the future. We partner with world-class business school professors and business leaders to deliver high quality business education that drives real-world outcomes. I oversee all product delivery operations including live teaching and events, Customer Support, and Community Management. At Section4, we’re creating the business upskilling platform of the future. We partner with world-class business school professors and business leaders to deliver high quality business education that drives real-world outcomes. I oversee all product delivery operations including live teaching and events, Customer Support, and Community Management.



Sonder Inc.

• United States
• Hospitality
• 700 & Above Employee

• Head of Global Customer Service

  • Jan 2020 - Sep 2021

  ⋅ Overhauled customer service strategy, including technology and human service, to optimize the mix of self-service, on-site human service, and remote human service, enhancing CSAT by 20% and improving unit economics.⋅ Grew remote service team from 25 to >400 employees; $12M payroll⋅ Launched in-house centers in Denver, Montreal, London, and San Antonio and an outsourced center in the Philippines. ⋅ Built Sonder’s first reservations team, increasing conversion from 30 to 45%.⋅ Oversaw Trust & Safety and led company wide safety initiatives.

• Operations and Customer Service Senior Director, Regional General Manager

  • Mar 2017 - Jan 2020

  ⋅ Led up to 12 cities with full P/L ownership; ~$50M revenue.⋅ Oversaw launches of New York City, Philadelphia, Washington DC, and Rome.⋅ Supported blitz-scaling several cities by securing master leases, hiring & organizing teams, onboarding properties, and running hospitality operations.

• General Manager, Chicago

  • Sep 2016 - Mar 2017

  ⋅ Doubled the city’s unit count in 6 months.⋅ Maintained the company’s highest NPS and best property onboarding speeds/costs.



McMaster-Carr

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Director of Sales Operations and Marketing

  • May 2005 - May 2016

  ⋅ Oversaw marketing and operations with orders and requests from 100,000 companies; $600 million revenue; managed budget of $17.5 million. ⋅ Led company wide initiatives in Customer Experience and set long-term company strategy for tech, publications, and service. Developed experience metrics; guided app design.⋅ Achieved world-class customer service by creating customer-experience focused curricula and designing operations to answer 95% of calls within 20 seconds and respond to 50% of emails within 10 minutes.⋅ Reduced headcount by 15% via operational redesigns and training while volume grew at 3%.

• Senior Manager, Contact Centers

  • Jan 2012 - Jun 2012

  ⋅ Managed 24x7 sales operations across 4 departments. ⋅ Created a “Text/Email Contact Center” to provide speedy, helpful responses to over 1500 emails daily.

• Senior Manager, Merchandising

  • May 2010 - Jan 2012

  ⋅ 50,000 SKUs, $300 million product category⋅ Grew category revenue 5% (3% over company growth) by developing pricing strategies and adding over 2,000 products via market research and trade show, customer, and manufacturer visits. ⋅ Designed website and catalog user experience for 10 large product categories.

• Manager, Sales, Product Support

  • May 2009 - Jan 2010

  ⋅ Developed customer service initiatives, reducing response times and improving outcomes for 500 customers daily; delivered 20% productivity gains

• Warehouse Filling Operations Manager

  • Jan 2008 - May 2009

  ⋅ Guided operations to fill 30,000 line items daily, created training and performance management processes to achieve 99.9% accuracy

• Warehouse Stockkeeping Operations Manager

  • Jan 2007 - Jan 2008

  ⋅ Optimized small-item storage of 400,000 SKUs⋅ Designed company replenishment process based on economic order quantity and order point analysis; reduced company headcount by 10 people

• Product Help Supervisor

  • Jan 2006 - Jan 2007

• Management Trainee, Sales Operations and Transportation Projects

  • May 2005 - Jan 2006

  ⋅ Completed projects optimizing inventory utilization and outbound transportation networks, speeding delivery for hundreds of customers daily