Experience

Yohana

• United States
• Wellness and Fitness Services
• 100 - 200 Employee

• Manager of Support

  • May 2022 - 1 year 8 months

  Remote Responsible for internal and external product support, readiness, response, and field trials. Ensuring the successful launch, adoption, and ongoing support of a high-quality and effective product. • Oversee all aspects of customer support operations as the Head of Support, managing a team of support professionals and developing and implementing support policies and procedures • Ensure that customer inquiries are addressed promptly and effectively, and that customer satisfaction is… Show more Responsible for internal and external product support, readiness, response, and field trials. Ensuring the successful launch, adoption, and ongoing support of a high-quality and effective product. • Oversee all aspects of customer support operations as the Head of Support, managing a team of support professionals and developing and implementing support policies and procedures • Ensure that customer inquiries are addressed promptly and effectively, and that customer satisfaction is maintained • Collaborate with cross-functional teams to identify opportunities for improving customer satisfaction, reducing support costs, and enhancing the overall customer experience • Work with product managers to identify product-related issues and with engineering teams to resolve technical issues • Develop and maintains support metrics to measure the effectiveness of the support team and analyzes customer feedback to identify trends and areas for improvement

• Product Development Specialist

  • Nov 2021 - May 2022

  Remote Guided the development of products, strategies, and business plans for upcoming products within the company, along with managing internal product support, readiness, and response • Expertise in analyzing customer feedback and usage data to improve product performance and ensure alignment with customer needs • Demonstrated ability in launching products, creating training materials, and supporting sales and marketing efforts • Proficient in conducting user testing and research to… Show more Guided the development of products, strategies, and business plans for upcoming products within the company, along with managing internal product support, readiness, and response • Expertise in analyzing customer feedback and usage data to improve product performance and ensure alignment with customer needs • Demonstrated ability in launching products, creating training materials, and supporting sales and marketing efforts • Proficient in conducting user testing and research to optimize usability, functionality, and overall user experience



BadCX.co

• United States
• Business Consulting and Services

• Founder

  • Jun 2020 - May 2022

  San Francisco Bay Area We are the best/worst customer you've ever had. Why? We work through your processes as a customer would, poke holes in them and give actional feedback. Drop us a line if: Your call center makes people want to hang up? Your onboarding process makes people jump ship? Your eCommerce experience is making people go back to the mall? Your customer success hasn't lived up to its name? Your self help, needs a little help itself? There are a million reasons why a customer has a… Show more We are the best/worst customer you've ever had. Why? We work through your processes as a customer would, poke holes in them and give actional feedback. Drop us a line if: Your call center makes people want to hang up? Your onboarding process makes people jump ship? Your eCommerce experience is making people go back to the mall? Your customer success hasn't lived up to its name? Your self help, needs a little help itself? There are a million reasons why a customer has a bad experience, let us help you not make it a million and one. In the end, you will love us or hate us, and that's what we're here for. ** Hourly or Project based ** Show less



Themis-Tech (Stealth)

• Head Of Customer Experience

  • Feb 2021 - Oct 2021

  Remote First CS hire. Built Customer Experience Organization from ground up, ultimately splitting into four separate divisions within the org. Champion the customer through all customer journeys, identifying their needs and expectations. Delivering value to customer and company through product and process. • Key stakeholder driving process automation revolutionizing the customer legal life cycle. • Evangelize product vision to key stake holders using customer research and use cases… Show more First CS hire. Built Customer Experience Organization from ground up, ultimately splitting into four separate divisions within the org. Champion the customer through all customer journeys, identifying their needs and expectations. Delivering value to customer and company through product and process. • Key stakeholder driving process automation revolutionizing the customer legal life cycle. • Evangelize product vision to key stake holders using customer research and use cases, building consensus and aiding in an overall optimized customer experience • In collaboration with General Managers, direct reports, & other relevant departments, led the efficient introduction of new propositions, while minimizing the disruption to existing clients • Strong proponent of MVP A/B testing, gathering early customer and adjusting product roadmap • Work within a voice of the customer structure to interpret and action team member and customer feedback for product improvement • Develops internal SLA policies, programs, and systems to support strategic direction • Advocate for changes in other departments’ operating practices (including our onboarding process) and collaborate with them to implement and monitor • Drafted and executed strategic hiring plan to keep pace with 4X revenue growth, supporting both east and west coast operations using both an internal and outsourced workforce • Monitor expense and refund process; establishes operating procedures ensuring KPI are met Show less



Puls

• Sweden
• Human Resources
• 1 - 100 Employee

• Head of Customer Success (Player-Coach Role)

  • Jul 2019 - Mar 2020

  San Francisco Bay Area Directed a 40+ global team while maintaining ongoing customer relationships. Provided insight on customer-to-business interactions, improved customer experience through process/product, and handled customer complaints, requests, and overall company online/offline reputation management. • Optimized offshore call center and implemented process improvement. Resulted in netting $500K in savings, reduced overall Abandonment Rate by 92% and decreased the monthly operating budget over… Show more Directed a 40+ global team while maintaining ongoing customer relationships. Provided insight on customer-to-business interactions, improved customer experience through process/product, and handled customer complaints, requests, and overall company online/offline reputation management. • Optimized offshore call center and implemented process improvement. Resulted in netting $500K in savings, reduced overall Abandonment Rate by 92% and decreased the monthly operating budget over 50% • Developed and implemented a playbook which enhanced the overall customer experience. Resulted in 30% ACH reduction, ASA decreased 84%, average case age down 33%, refund/guarantee timeline reduced 67%. Raised BBB score from D to A- along with becoming an accredited business • Provided excellent customer service. Managed C-Level customer escalations identified by direct reports and/or call center agents. Increased NPS 15 points along with 20% positive increase in CSAT • Guided and optimized the customer journey based on data collected via customer care surveys, ratings/reviews, call and customer case data, and available touch points. Consolidated outreach and moved to appropriate channels, reducing potential customer communication fatigue and increasing response rate • Functioned as the voice of the customer and provided application and website feedback to Product Development and Marketing. Addressed customer pain points and actioned on current trends • Spearheaded Customer and Tech fraud detection project. Provided data and insight for backend algorithms which flagged transactions in real time allowing an agent to review, in turn reducing overall financial impact • Implemented Salesforce and Five9 platforms. Acted as admin on both platforms for support of pre/post implementation projects increasing stability, scalability, and added customization capabilities Show less



GT Nexus

• United States
• Transportation, Logistics, Supply Chain and Storage
• 200 - 300 Employee

• Sr. Customer Success Manager, Team Leader (Player-Coach Role)

  • Aug 2017 - Jul 2019

  Oakland Manage a team of in-house/remote Technical Customer Success Managers, while juggling my own portfolio of high profile/ high touch SaaS accounts. - Recruit, mentor, and led a regional team. Covering a diverse portfolio of technology, manufacturing, and retail accounts, including many on the Fortune 100 List - Developed training and coaching programs, driving customer engagement and overall account health - Foster a close relationship with product and engineering teams. Relaying the… Show more Manage a team of in-house/remote Technical Customer Success Managers, while juggling my own portfolio of high profile/ high touch SaaS accounts. - Recruit, mentor, and led a regional team. Covering a diverse portfolio of technology, manufacturing, and retail accounts, including many on the Fortune 100 List - Developed training and coaching programs, driving customer engagement and overall account health - Foster a close relationship with product and engineering teams. Relaying the changing needs and pain points as revealed during the customer life cycle, helping to drive product strategy - SME and QA contact for CSO during global rollout of new CRM and client onboarding platforms - Operating as the day-to-day point of escalation for clients, staff, and various implementation teams - Supported new customer onboarding, training, and new product roll out - Collaborating with Sales, Engineering, and other support groups. Identifying best practices and opportunities for client case reduction - Brought in as an adviser to help turn around troubled/difficult accounts - Fostering my own set of high profile customers, while continuing to be a resource for the team on their accounts - Daily user of Salesforce Support Cloud tool: ticketing, reporting, case escalation, and general account management until support service movement to in-house CRM mid 2018

• Sr. Client Account Manager

  • Feb 2015 - Aug 2017

  Oakland Technical Client Manager on a portfolio of complex solution customer integration's (SaaS). - Operating as the day-to-day point of escalation for all technical and client related issues - Perform deep dive analysis of customer/partner solution problems - Collaborating with cross-functional “virtual” teams stationed globally ensuring proper coverage called out in SLA - Customer facing client advocate driving internal improvements resulting in better user adoption/customer… Show more Technical Client Manager on a portfolio of complex solution customer integration's (SaaS). - Operating as the day-to-day point of escalation for all technical and client related issues - Perform deep dive analysis of customer/partner solution problems - Collaborating with cross-functional “virtual” teams stationed globally ensuring proper coverage called out in SLA - Customer facing client advocate driving internal improvements resulting in better user adoption/customer experience - Aiding in new customer on boarding, training, and new product roll out - Facilitated health check/case review meetings closely monitoring and ensuring client expectations are met per SLA - Daily user of Salesforce Support Cloud tool: ticketing, reporting, case escalation, and general account management - Familiarity with EDI/XML and complex data flow



Art.com

• United States
• Artists and Writers
• 500 - 600 Employee

• Account/Client Manager, Business Development

  • May 2011 - Nov 2014

  Manage client relationships, product offerings and financial analytics. - Partnership prospecting, new partnership qualification and business strategy - Ongoing program support including client needs assessment, meeting quality standards for services, and evaluation of customer/client satisfaction - Partnered with Business Development and Museum Program to manage a $6.5+M portfolio including Conde Nast, JC Penney, Lowes, Belk, Target, Kohl’s, MoMA, SFMOMA, Smithsonian, and British… Show more Manage client relationships, product offerings and financial analytics. - Partnership prospecting, new partnership qualification and business strategy - Ongoing program support including client needs assessment, meeting quality standards for services, and evaluation of customer/client satisfaction - Partnered with Business Development and Museum Program to manage a $6.5+M portfolio including Conde Nast, JC Penney, Lowes, Belk, Target, Kohl’s, MoMA, SFMOMA, Smithsonian, and British Museum - Designed P&L tool, modeling the viability of product offerings, also constructed financial and analytical reporting used across all partnerships - Cross functional liaison between Operations, Customer Service, Technology, and Business Development ensuring client expectations are addressed and met - Managed Museum Kiosk program, writing XML and arranging CMS (Hippo) to run unique and customizable kiosk interface for each museum - Lead on museum invoice automation project, increasing overall accuracy by 95% while compressing the timeline of invoicing by 5days - Architected low cost vendor drop-ship program to suit client needs. Program’s success led to additional partner implementations - Constructed financial and analytical reporting used across all BD partnerships - Writing and revising work instructions, also training employees on the proper use of these documents

• Sr. Manager Product Development

  • Apr 2010 - May 2011

  Managed product offering for Merchandising Services (responsible for 35% of top line revenue); led group on sales forecasting, materials planning, vendor consolidation, and production improvement - Initiated comprehensive yield/return analysis of production stock, resulting in the elimination of lower quality material in favor of product with better overall margins - Authored material non-conforming program, ensuring vendor quality accountability and open dialogue between all parties -… Show more Managed product offering for Merchandising Services (responsible for 35% of top line revenue); led group on sales forecasting, materials planning, vendor consolidation, and production improvement - Initiated comprehensive yield/return analysis of production stock, resulting in the elimination of lower quality material in favor of product with better overall margins - Authored material non-conforming program, ensuring vendor quality accountability and open dialogue between all parties - Implemented Test/Qualification program introducing rigorous quality testing prior to production approval, increasing overall productivity while significantly reducing scrap - Principal in cost negations and bulk product container program - Developed brick-and-mortar print-on-demand program for local artists in San Francisco - Writing and revising work instructions, also training employees on the proper use of these documents



Larson-Juhl

• United States
• Wholesale
• 200 - 300 Employee

• Branch Operations Manager

  • Apr 2009 - Apr 2010

  Managed full lifecycle of Northern California Operations including manufacturing, distribution of framing materials and supplies to 800+ clients, and all associated Branch Administration. - Managed a team of 15+ employees that included manufacturing, delivery drivers, order picker, customer service and office staff - Key contributor in client relationship management, supporting sales representatives in customer acquisition, retention, and account expansion - Implemented CS and pick… Show more Managed full lifecycle of Northern California Operations including manufacturing, distribution of framing materials and supplies to 800+ clients, and all associated Branch Administration. - Managed a team of 15+ employees that included manufacturing, delivery drivers, order picker, customer service and office staff - Key contributor in client relationship management, supporting sales representatives in customer acquisition, retention, and account expansion - Implemented CS and pick practices, reducing errors and increasing customer satisfaction - Worked with call center on customer escalations regarding orders and general account issues - Restructured inventory controls, optimizing the accuracy of product inventory and increasing employee accountability - Achieved broad labor savings through cross-training and innovative process improvements - Writing and revising work instructions, also training employees on the proper use of these documents Show less

• Sr. Manager Manufacturing/Operations

  • Aug 2008 - Apr 2009

  Oakland/Hayward, California Directed western US manufacturing/operations during transitional period and eventual operations consolidation; championed continuation of quality processes and techniques to ensure achievement of Art.com’s standards of craftsmanship. - Managed 65+ employees that included manufacturing, shipping/receiving, office staff, and QA group - Implemented Kaizen/Kanban/6 Sigma principals to streamline production and increase quality - Principal on build-out of new facility, organizing… Show more Directed western US manufacturing/operations during transitional period and eventual operations consolidation; championed continuation of quality processes and techniques to ensure achievement of Art.com’s standards of craftsmanship. - Managed 65+ employees that included manufacturing, shipping/receiving, office staff, and QA group - Implemented Kaizen/Kanban/6 Sigma principals to streamline production and increase quality - Principal on build-out of new facility, organizing contractors, machinery installations, and city code compliancy adherence - Worked with call center on customer escalations regarding orders and general support issues - Identified and implemented best practices in safety, QA, purchasing, failure/yield analysis - Successfully managed transition of production/operations to new facility, with zero customer impact - Consulted on viability of continued West Coast Operations study. Conclusion reached - mothballing of West Coast production facility - Managed consolidation of raw material/assets to Ohio flagship facility - Writing and revising work instructions, also training employees on the proper use of these documents

• Sr. Manager UK Manufacturing/Operations

  • Feb 2005 - Aug 2008

  Birmingham, United Kingdom Led evolution of Art.com/Allposters.com UK Operations from startup environment to mature and profitable branch; mentored a highly-successful team, recognized internally and externally for outstanding execution. - Developed and implemented processes/techniques with staff to ensure high quality, low time-to-ship, and high first pass yield - Managed team of 32+ employees including manufacturing, shipping/receiving, office staff, and QA - Achieved a customer return rate of <1% due to… Show more Led evolution of Art.com/Allposters.com UK Operations from startup environment to mature and profitable branch; mentored a highly-successful team, recognized internally and externally for outstanding execution. - Developed and implemented processes/techniques with staff to ensure high quality, low time-to-ship, and high first pass yield - Managed team of 32+ employees including manufacturing, shipping/receiving, office staff, and QA - Achieved a customer return rate of <1% due to production faults - Principal in contract negotiation and pricing with UK vendors and partners - Implemented training/safety programs leading to zero accidents in 3+years - Worked with call center on customer escalations regarding orders and general support issues - Sole International Art.com/Allposters.com administrative representative, reporting directly to COO - Writing and revising work instructions, also training employees on the proper use of these documents



Lawrence Livermore National Laboratory

• United States
• Research Services
• 700 & Above Employee

• Laser Engineering Optical Technician

  • Aug 2003 - Feb 2005

  Work Team Leader for PAMMA Lab and Jedi Lab, responsible for production and test of Pre-Amplification module used in National Ignition Facility (NIF) front-end systems. - Collaborated with Small Optics Group team to ensure the feasibility of new production facility meeting DOE standards and milestones - Contributing to developmental procedures for front-end laser production/test facility - Test, document, and perform failure analysis for PAMMA according to outline - Diagnostic… Show more Work Team Leader for PAMMA Lab and Jedi Lab, responsible for production and test of Pre-Amplification module used in National Ignition Facility (NIF) front-end systems. - Collaborated with Small Optics Group team to ensure the feasibility of new production facility meeting DOE standards and milestones - Contributing to developmental procedures for front-end laser production/test facility - Test, document, and perform failure analysis for PAMMA according to outline - Diagnostic technician on NIF operations and experiments - Assembly and test of prototype equipment, providing documentation and feedback to engineering - Writing and revising work instructions, also training employees on the proper use of these documents Show less



Ciena

• United States
• Telecommunications
• 700 & Above Employee

• Sr. Manager NPI Operations/Sr. Manager Production Test

  • Jan 2000 - Aug 2002

  San Francisco Bay Area Oversaw production, new product integration, failure analysis, and contract manufacturing training/support. Started as a production technician then quickly moved up through the ranks ending at Sr. Management. - Managed production and contract manufacturing support team (36 members/2 shifts) responsible for $198M revenue and all associated administrative duties relating to group - Partnered with engineering on aggressive outsourcing strategy which successfully subcontracted 95% of… Show more Oversaw production, new product integration, failure analysis, and contract manufacturing training/support. Started as a production technician then quickly moved up through the ranks ending at Sr. Management. - Managed production and contract manufacturing support team (36 members/2 shifts) responsible for $198M revenue and all associated administrative duties relating to group - Partnered with engineering on aggressive outsourcing strategy which successfully subcontracted 95% of production related tasks, increasing overall production 3X - Consistently maintained high-level of product quality with in-service failures of .2% and out of box failures of 2.7% (surpassing industry standards) - Oversaw test fixture integration, strong advocate for engineering to ensure highest levels of automation during testing and failure analysis - Writing and revising work instructions, also training employees on the proper use of these documents Show less



Continuum

• India
• Industrial Machinery Manufacturing

• Final Test Engineering Technician

  • Jul 1999 - Dec 1999

  San Francisco Bay Area Medical and Laboratory laser systems

• Laser Engineering Technician III

  • Dec 1997 - Jun 1999

  Shooting Lasers at Uranium