Experience

Stitcher

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Manager, User Support

  • May 2018 - Present

  San Francisco Bay Area As a skilled leader with experience managing both onshore and nearshore teams, I excel in overseeing all aspects of customer support across multiple channels, including email, in-app messaging, App Store comments, and Twitter DMs. I collaborate closely with technology teams to ensure that user feedback is incorporated into the product development process and effectively communicate updates to users. By providing timely statistical reports on customer satisfaction, ticket open and close… Show more As a skilled leader with experience managing both onshore and nearshore teams, I excel in overseeing all aspects of customer support across multiple channels, including email, in-app messaging, App Store comments, and Twitter DMs. I collaborate closely with technology teams to ensure that user feedback is incorporated into the product development process and effectively communicate updates to users. By providing timely statistical reports on customer satisfaction, ticket open and close velocity, and overall support effectiveness, I deliver valuable insights to management that inform critical business decisions. Show less



Pandora

• United States
• Software Development
• 700 & Above Employee

• Manager, User Support Operations

  • Jan 2013 - May 2018

  Oakland As a seasoned manager with a focus on delivering exceptional customer experiences, I led a team of nine employees to ensure that all interactions via email and social media were efficient and of the highest quality. By mentoring and developing my direct reports, setting clear goals, establishing accountability, and providing ongoing professional development opportunities, I fostered a culture of growth and success. I implemented a comprehensive Quality Assurance program to improve team… Show more As a seasoned manager with a focus on delivering exceptional customer experiences, I led a team of nine employees to ensure that all interactions via email and social media were efficient and of the highest quality. By mentoring and developing my direct reports, setting clear goals, establishing accountability, and providing ongoing professional development opportunities, I fostered a culture of growth and success. I implemented a comprehensive Quality Assurance program to improve team efficiency and quality of interactions, providing valuable feedback to employees. Additionally, I oversaw the training of all new hires, maintained training materials, scheduled sessions, and supervised the training team to ensure that all employees were equipped to deliver outstanding results. Show less



StubHub

• United States
• Software Development
• 700 & Above Employee

• Manager, Customer Support

  • 2006 - 2012

  San Francisco Bay Area As a customer service manager, I successfully managed three outsourced customer service vendors and two internal supervisors to establish and maintain the company's customer support expectations. I closely monitored and managed service level agreements, reporting accuracy, and quality delivered by each vendor. By leveraging Quality Assurance and customer satisfaction data, I identified training opportunities and process improvements that increased efficiency and improved the overall customer… Show more As a customer service manager, I successfully managed three outsourced customer service vendors and two internal supervisors to establish and maintain the company's customer support expectations. I closely monitored and managed service level agreements, reporting accuracy, and quality delivered by each vendor. By leveraging Quality Assurance and customer satisfaction data, I identified training opportunities and process improvements that increased efficiency and improved the overall customer experience. Additionally, I collaborated closely with the Buyer Advocacy team to enhance customer experience, NPS, retention, and internal processes, resulting in significant improvements across all metrics. Show less