Experience

hims & hers
• United States
• Wellness and Fitness Services
• 500 - 600 Employee
• Customer Experience Manager

  • Oct 2022 - Nov 2023

Patagonia
• Brazil
• Food and Beverage Services
• Customer Experience Manager

  • Nov 2020 - Oct 2022


Maev

• United States
• Food and Beverage Retail
• 1 - 100 Employee

• Director of Customer Experience & Community Marketing

  • Jan 2020 - Sep 2020

  Greater New York City Area Maev is a young startup focusing on city dog wellness. We want to make things easier for dog owners: The on-the-go professional with a pup at home that you can't wait to get back to.



Buffy

• United States
• Manufacturing
• 1 - 100 Employee

• Director Customer Experience

  • Nov 2017 - Oct 2019

  Greater New York City Area • Works closely to develop and implement policies + processes across teams to ensure cost and time effectiveness. • Responsible for employees' training and development. • Oversees customer issues and ensure effective and long-term problem resolution; Curating customer learning resources both in-product and offline. • Maintains in-depth institutional working knowledge of Buffy historical data, systems and processes.- collaborating with our Product and Engineering teams to bring… Show more • Works closely to develop and implement policies + processes across teams to ensure cost and time effectiveness. • Responsible for employees' training and development. • Oversees customer issues and ensure effective and long-term problem resolution; Curating customer learning resources both in-product and offline. • Maintains in-depth institutional working knowledge of Buffy historical data, systems and processes.- collaborating with our Product and Engineering teams to bring the voice of the customer into the development process and help our employees build empathy with customers • Sets performance standards-Reporting internally on metrics that reflect customer satisfaction, insights, and success. • Constant coaching of CX team in order to achieve high performance, meet and exceed SLA's. • Aided in brand-driven projects as need be Show less



THINX

• United Kingdom
• Design Services

• Head Of Customer Experience

  • Mar 2017 - Sep 2017

  Greater New York City Area • Managed the Customer Experience (CX) team across performance and quality metrics • Responsible for overall team performance, providing professional development for each team member • Worked closely with VP of Brand and VP of Operations across CX specific activities relating to insights, innovation, and product enhancements • Responsible for the day-to-day operation of the CX organization including utilizing interfaces such as Zendesk, Grasshopper, Facebook, Twitter, and… Show more • Managed the Customer Experience (CX) team across performance and quality metrics • Responsible for overall team performance, providing professional development for each team member • Worked closely with VP of Brand and VP of Operations across CX specific activities relating to insights, innovation, and product enhancements • Responsible for the day-to-day operation of the CX organization including utilizing interfaces such as Zendesk, Grasshopper, Facebook, Twitter, and Shopify to build sustainable relationships and trust with customer accounts through open and interactive communication • Effectively introduced operational improvements including new returns platform and live chat software as well as efficient processes to inventory in-house product • Supported and managed Thinx events and pop-ups to build brand awareness and maintain partnerships with bloggers and key social influencers • Responsible for driving results, defining outcomes, and ensuring that the Thinx strategy was executed successfully to deliver business growth Show less



Warby Parker

• United States
• Apparel & Fashion
• 700 & Above Employee

• Supervisor

  • Apr 2016 - Jan 2017

  819 Washington St.


DKNY
• South Africa
• Personal Shopper/Sales/Manager

  • Oct 2010 - Feb 2015


Buffalo Exchange

• United States
• Retail
• 300 - 400 Employee

• Manager

  • Oct 2008 - Oct 2010

• Buyer

  • Oct 2005 - Oct 2008