Experience

TeeTurtle

• United States
• Retail Apparel and Fashion
• 1 - 100 Employee

• Senior Operations Manager: Business Intelligence and Customer Experience

  • Jul 2022 - Present

• Senior Customer Experience and Operations Manager

  • Feb 2022 - Jul 2022

• Senior Manager Customer Experience

  • Dec 2020 - Feb 2022

  TeeTurtle promotes self-expression, connection, and joy through our fun toys, board games and apparel. As the Sr. Manager of CX, my first year has been focused around helping TeeTurtle's small (but mighty!) customer experience team elevate their processes and skills to best serve customers. I've also partnered with other department heads at TeeTurtle to ensure we're always keeping our customers at the center of our planning and decision making. We've cleaned up our processes a lot in the last year and have seen an overwhelmingly positive reaction from our customers.



Big Brothers Big Sisters of America

• United States
• Non-profit Organizations
• 700 & Above Employee

• Big Sister

  • Jan 2021 - Present



Kyruus

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Senior Manager Customer Support Operations

  • Oct 2020 - Nov 2020

  Kyruus grew from 150 employees to 250 employees in the last year and wanted some help refining some of their reporting and processes, so they asked me to come back and do some contract work with them when I returned from NZ. Most of my projects were centered around reporting to provide insights into the efficiency and workload of the teams now that they've scaled and taken on new responsibilities. I also helped the team migrate reports from Zendesk's old reporting tool through GoodData to Zendesk's new Explore platform.



Hatch

• New Zealand
• Financial Services
• 1 - 100 Employee

• Manager, Customer Success

  • Aug 2019 - Aug 2020

  One year contract helping the Hatch team scale their Customer Success team and processes. I helped grow the team from 1 Customer Success team member to 4 (manager + 2 specialists + 1 junior CS). Process improvements included ironing out how the CS team communicates issues back to Product and Eng teams, Intercom implementation changes, monthly CS reporting and up-skilling the CS team to address more tasks/issues that were spread across the organization. One year contract helping the Hatch team scale their Customer Success team and processes. I helped grow the team from 1 Customer Success team member to 4 (manager + 2 specialists + 1 junior CS). Process improvements included ironing out how the CS team communicates issues back to Product and Eng teams, Intercom implementation changes, monthly CS reporting and up-skilling the CS team to address more tasks/issues that were spread across the organization.



Kyruus

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Senior Manager Customer Support

  • Feb 2019 - Jul 2019

• Manager, Customer Support

  • Dec 2017 - Jan 2019

• Customer Support Specialist

  • Aug 2016 - Nov 2017

  Daily operational oversite for customer support, technical issue and change order scoping, designing escalation processes for incoming support requests, triaging and QAing code changes made by the Technical Account Ops engineering team.

• Customer Support Analyst

  • Mar 2016 - Aug 2016

  My role as Account Analyst is focused on ensuring the health and enabling success of each client account after they go-live with our solution. I work closely with the Account Management, Implementation, User Adoption, and Engineering teams here at Kyruus while also interfacing directly with our clients.

• Human Resources Coordinator

  • Feb 2015 - Feb 2016

  As Human Resources Coordinator I am responsible for directing and planning the day-to-day operations of group benefits programs (group health, dental, vision, short-term and long-term disability, worker’s compensation, life insurance, flexible spending plan, 401(k) plan). My role encompasses employee services such as on-boarding, including running all related on-boarding sessions and trainings, benefits enrollment and maintenance, payroll operations and conflict resolution. I also managed the establishment and growth of the company's San Francisco office.

• Administrative Assistant

  • Jun 2014 - Feb 2015