Experience

• 

  Intuit

  • United States
  • Software Development
  • 700 & Above Employee

  • Expert Network Manager, Quickbooks Online

    • Apr 2023 - Present

    - Successfully led the transition to support a new team of 12 experts for Quickbooks Online, driving growth and maintaining high service standards.- Implemented streamlined processes, comprehensive training, and effective coaching strategies to improve team performance.- Identified and addressed internal process and performance gaps by developing consistent workflows and procedures.-Played a key role in organizational growth by leading hiring initiatives that included - organizing schedules, coordinating with recruiting team, interviewing, and hiring 45+ leads and experts.

  • Expert Network Manager, Quickbooks Desktop

    • Aug 2021 - Apr 2023

    - Led a successful transition of 20 customer success experts from seasonal TurboTax Live positions to full-time Quickbooks support positions within 3 months, including training and coaching throughout.- Utilized data-driven approaches to lead the team through change management and enhance overall performance.- Maintained a high-performing team of 20 service and support experts, ensuring adherence to team KPIs.- Inspired experts to push boundaries, advocate for customers, and set ambitious goals.- Collaborated cross-departmentally and with Senior Leadership to establish workflows, goals, expectations, and training procedures for a newly-formed team.- Acted as a point of contact for new managers joining the team, providing guidance and support.

  • Customer Service Manager, Premium Accountant Support

    • Jan 2018 - Aug 2021

    - Successfully managed and nurtured a high-performing team of 15 customer success experts.- Led the team through major company initiatives and transformed customer experience.- Facilitated the growth, performance, and development of team members within Intuit.- Instrumental in promoting 15+ team members to higher roles, including 2 Managers, 2 Developers, 4 Sales Reps, and 2 Tier 3 Agents.- Collaborated with other departments, managing projects such as the hiring initiative for Premium Care, including training and onboarding new hires.

• 

  TSheets is now QuickBooks Time

  • United States
  • Software Development
  • 1 - 100 Employee

  • Customer Service Manager

    • Aug 2017 - Jan 2018

  • Customer Service and Support Representative

    • Nov 2016 - Aug 2017

• 

  Alfred

  • California, United States

  • Shift Lead

    • Apr 2013 - Nov 2016
    • California, United States

    Supported and assisted the barista's on shift by fielding Manager requests, working the bar, assisting customers and performing opening/closing responsibilities. On each shift I was responsible for opening and/or closing the physical store, opening and/or closing the register, reporting all tips and reconciling the till. In this role I also created visual content to be used for the training of new hires, and would work directly with new hires to train them on all workflows required in the shop.

• 

  Soothe

  • Concierge

    • Jun 2015 - Dec 2015

• 

  Haus of Grey

  • Graphic Designer

    • Jan 2015 - Jun 2015

• 

  Popular Demand

  • Intern

    • Oct 2013 - Jan 2014

    - ensure a positive environment for prospective clients - trusted to carry out daily needs of company in a timely manner