Experience

Rinse

• United States
• Consumer Services
• 1 - 100 Employee

• Vice President, Customer Experience & Regional Operations

  • Jan 2023 - Present

• Sr. Regional Director of Operations; Sr. Director of Customer Experience

  • Mar 2021 - Jan 2023

• Regional Director, LA and Director of Customer Experience

  • Mar 2020 - Mar 2021

• Regional Manager, LA

  • Aug 2018 - Mar 2020



Zerocater

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Director of Customer Experience

  • Apr 2017 - Aug 2018

  About the company:ZeroCater is a Y Combinator startup that builds community and culture in the workplace through family-style meals, kitchens, and snacks. We believe that the best ideas happen over food. Joining ZeroCater pre-Series A, during my time the company has raised $17.5m, grown from 60 to ~200 people, expanded into three more markets, and experienced 2x revenue growth.Job Summary: As the Director of Customer Experience, I lead a national Client Success vertical and a centralized Customer Support vertical based out of Austin. Reporting directly to the COO, I spearhead a team of over 40 individual contributors, mid-, and sr-level managers. My responsibilities include scaling the team to support rapid growth, P&L management, developing and executing on client retention and growth strategies, working cross-collaboratively to launch a new product line, and fostering a client-first mentality across the company. Key Accomplishments:- Worked cross-functionally to launch ZeroCater’s primary new product offering: Snacks & Kitchen. - Closed competitive gaps in On-Site Service to achieve a 90% CSAT score. - Transitioned team to SalesForce to achieve a single source of truth CRM.- Successfully implemented segmentation of client base to achieve increased scalability and efficiency, resulting in an 11% increase to gross profit margin.

• Business Operations Manager

  • Mar 2015 - Apr 2017

  Job SummaryI joined the team pre-Series A, initially hired as one of three Business Ops Managers in San Francisco overseeing a team of 20 Client Success Coordinators and mid-level managers. My role grew to be the only BOM in SF, overseeing both the SF and LA regions. In this role, I managed the regional P&L, executed on rapid hiring to support company growth, built and maintained client relationships, and worked with the VP of Ops to create and implement operational and client growth strategies.Key Accomplishments- Improved team average retention from ~9 months to >2 years. - Reduced team operating costs by 30% Y/O/Y while implementing QOS metrics, processes, and programs that ensured client success excellence - achieving and maintaining an NPS score of 70 or higher. - Led expansion into the LA market, achieving the company’s fastest profitable expansion (3 months).- Built ZeroCater’s first consolidated Client Support team.



Enforme

• United States
• Software Development
• 1 - 100 Employee

• Operations Manager, Client Services and Product

  • Sep 2011 - Feb 2015

  About the company Enforme provides SaaS solutions and customized implementations for medical and scientific associations. Enforme provides the technology their clients need, enabling them achieve their strategic goals. Job SummaryAs Operations and Product Manager, I worked directly with the CEO and COO to plan strategically for growth of the company and product. I was responsible for leading a team of ~30 members, consisting of Software Engineers, IT, Information Architects, and Account Project Managers. Additionally I worked with Enforme clients to analyze and understand their needs, developed product roadmaps using VOC and market data, oversaw resource allocation across initiatives and clients, worked with a team to develop and implement SOPs, partnered with Biz Dev to write proposals and conduct product demonstrations, and continued to project manage my own client accounts.

• Project Manager, Account Manager

  • Sep 2009 - Sep 2011

  - Liaise with clients to communicate project status and updates.- Work with client and lead developer to gather and document project requirements while managing client expectations and scope.- Create and manage project budgets, plans, and schedules.- Manage the project team to communicate deadlines, set project priorities, and oversee appropriate quality assurance.- Lead multiple large and small projects simultaneously to see the projects through to success. - Provided estimation for and created project budgets and Statements of Work, continued budget tracking during the project life-cycle.



Sierra Nevada Corporation

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Program Assistant

  • Mar 2009 - Sep 2009



Aduro, LLC/Robin Jones Marketing

• Senior Project Manager

  • Jan 2007 - Jan 2009

  • Developed and execute marketing research, goals, and strategies for our clients.• Work with President to oversee company operations as well as create and execute on strategic planning. • Maintained responsibilities of previous role.• Managed a team of four, including designers and content specialists.

• Project/Account Manager

  • Jul 2006 - Dec 2006

  • Build and maintain project proposals, budgets and schedules for multiple projects• Manage client relationships and effectively communicate client expectations to the shop• Set, monitor, and manage priorities throughout the shop• Write press releases, pitches and copy for creative• Check quality of creative before presentation to client, including proofing and effectiveness of design



Admiral Security Services

• United States
• Security and Investigations
• 700 & Above Employee

• Book-keeper and Payroll Administrator

  • Oct 2004 - Jun 2006

  • Prepared client billing and bi-weekly payroll • Performed office administrative duties such as filing, paperwork, and processing employees • Worked under pressure to meet tight deadlines while still being attentive to detail • Prepared client billing and bi-weekly payroll • Performed office administrative duties such as filing, paperwork, and processing employees • Worked under pressure to meet tight deadlines while still being attentive to detail