Experience

Pepper

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

• Business Operations Manager

  • Dec 2022 - Present

  - Facilitated a smooth transition and improved support efficiency when Notion was acquired by Pepper IOT in 2022. - Established new customer care processes and improved customer experience by collaborating with partner tier-1 support teams resolving customer issues. - Standardized a policy responding to system incidents and outages, aligning customer support with product and engineering teams to ensure that large-scale issues are identified and resolved according to SLA policies outlined in partner contracts. Show less



Notion

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

• Business Operations Manager

  • Mar 2022 - Present

  - Ensured shipment on-time-delivery rate of 95% by establishing processes for supply chain and inventory management, finished goods assembly and order fulfillment via partnership with 3PL.- Achieved consistent monthly reduction of inventory variance to 1% through meticulous management of various inventory processes, including sales, returns, damaged and lost inventory, inbound purchase orders, inventory transfers, and finished goods assembly, as well as expert handling of inventory adjustments.- Continued directing the Notion customer support team, empowering team-leads to maintain KPI’s ensuring a positive customer experience.- Led employee satisfaction survey, addressing concerns, and improving team morale. Show less

• Manager, Customer Success

  • Mar 2020 - Mar 2022

  - Successfully transitioned the Notion customer support team to align with Comcast policies and procedures after Comcast's acquisition of Notion.- Streamlined proactive customer outreach by establishing a relationship with a 3rd party vendor, negotiating agreements and ensuring value delivery.- Collaborated with legal, marketing, product and engineering teams to establish a policy responding to consumer privacy requests offering customers a method to delete personal data that may be stored on the Notion platform Show less

• Customer Success Representative

  • Dec 2016 - Mar 2020

  - Managed a team of 4 customer success agents, overseeing 500+ support tickets weekly while maintaining SLAs and high customer satisfaction scores.- Designed and implemented efficient CS agent onboarding processes, expediting training, and improving productivity.- Developed ticket workflows, escalation procedures, and trend reporting processes.- Analyzed support operations data using business intelligence tools and SQL, informing product roadmap decisions through collaboration with executives, engineering, and product teams.- Maintained Notion’s friendly and helpful brand in all communication with individual customers- Investigated complex issues and explained resolutions and best-practices to non-technical customers, adapting to constant product development. - Collaborated with project managers and developers to surface bugs and prioritize resolution.- Informed product roadmap by collecting, categorizing and sharing customer feedback- Maintained Notion’s customer-facing support documentation optimizing customer self-service.- Built automations and integrations in Zendesk and other software tools to maximize the efficiency and productivity of the CS team. Show less



Flow Wholesale

• Denver, Colorado

• E-Commerce Specialist

  • Jul 2015 - Nov 2016

  - Orchestrated end-to-end operations for an Amazon 3rd party seller, generating $2 million in annual revenue. - Managed purchasing, product listing, inventory, order fulfillment, and customer service operations. - Orchestrated end-to-end operations for an Amazon 3rd party seller, generating $2 million in annual revenue. - Managed purchasing, product listing, inventory, order fulfillment, and customer service operations.



Young Life's RMR Backcountry

• Guide

  • 2014 - 2016



Park Burger

• United States
• Food & Beverages
• 1 - 100 Employee

• Bartender, Server

  • Jun 2012 - Jun 2015

• Bartender

  • 2012 - Jun 2015