Experience

Doppler Veterinary Network

• Non-profit Organizations
• 1 - 100 Employee

• Business Consultant

  • Sep 2022 - Present

  Providing strategy and execution for projects related to data access, NPS, ENPS, continuous improvement, and formulating and developing scalable KPIs. Providing strategy and execution for projects related to data access, NPS, ENPS, continuous improvement, and formulating and developing scalable KPIs.



Hungry Harvest

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Vice President of Product

  • Oct 2021 - Jun 2022

  Mapped business needs and product workflows to capture features and functionality for future eCommerce store build outDeveloped a Request for Information and Request for Proposal to send to eCommerce platforms and potential implementation partners to provide detail and scope for a new e-commerce store build out Led the business through an emergency re-platforming roll-back and a full data migrationControlled and organized the product roadmap in Monday.com, including regular product meetings, communication with developers and PMs via ticketing, and customer feedbackDeveloped long term strategy for product and customer experience, including risk assessment, budgetary requirements, and stakeholder resourcingConducted customer surveys and created reporting from this data that lead to numerous changes that drove customer retention and increased operational excellence Maintained a roadmap and product development backlog Show less

• Vice President of Customer Experience

  • Aug 2020 - Jan 2022

  Conducted a competitive analysis for the direct to consumer grocery and subscription market to evaluate opportunities for growth and improvementCreated professional development plans for staff to improve performance and develop career skills, including promotional paths for hourly frontline support agentsLed payment migration for 55,000 customers from Auth.net to Braintree leading to $4000 monthly savingsCreated a Change Management process and formed a team to review cross-departmental changes to ensure clear communication and executionDeveloped policies and procedures cross-departmentally that improved the quality of the physical product, revenue capture, and operational output and efficiency by 30% YoYIntroduced new success criteria for customer metrics and KPIs Show less

• Director of Customer Experience

  • Jan 2019 - Aug 2020

• Customer Operations and Training Manager

  • Aug 2017 - Jan 2019

  Created and maintained a data pipeline for customer experience issuesImplemented a process and procedure decision tree and updated process flows for critical workflowsReported weekly on metrics and performance trends including business spend, cost per delivery, and retention Recruited, hired, and trained new staff + on-boardingUtilized Intercom to field over 3500 monthly conversations with a 3m40s average response time and a 96% average customer happiness rating, and 63% NPS score (higher than high performer in grocery category)Used Bartender Label software to code custom box labels for operations and assembly teamPerformed billing migration for payment gateway from Authorize.net to BraintreeWrote requirements for custom Magento development and performed UAT /QA testing for website launch Show less



OrderUp, a Groupon company

• Food & Beverages
• 1 - 100 Employee

• Support Improvement Manager

  • Jul 2014 - Aug 2017

  Implemented weekly data-driven process improvements that led to an increase in quality averages from 55% to consistently over 80% on 300 weekly interactionsCulturally shifted to customer focused environment from a technical support help desk, improving customer experience and increasing retentionScreened, interviewed and hired applicants for all team positions, including peers in management, and onboarded newly hired employees as a system login administratorDeveloped and implemented a multi-tiered training program, including curriculum, to streamline employee onboarding, improve knowledge retention, and develop employee skillsets for all learning stylesAddressed operational weaknesses by soliciting and compiling stakeholder feedback into improvements focused on process simplification and policy organizationCreated software documentation and step by step user walkthroughs and organized those resources to improve team knowledge and empower employeesUsed SMART goals to push my 7 direct reports toward career development, resulting in empowered employees who take responsibility for their workload and excel at time management and cross-departmental collaboration Show less

• Customer Service Agent

  • Jan 2013 - Jul 2014

  Troubleshooting, customer service, help desk, call center, menu building, and website support.



Pahoa High and Intermediate School

• Pāhoa, Hawaii

• Part Time Tutor/Educational Coordinator

  • Aug 2013 - May 2014

  This was a grant through Hawaii Connecting for Success Reduced behavior incidences and improved attendance and course marks through mentoring Worked with teachers, guidance counselors, parents, and students to find individualized services, activities, or learning accommodations to foster student success Assisted grant creator with conceptualizing the direction of the Connecting for Success Grant, including establishing short term and long term goals, identifying the target cohort, and maintaining notes and records for reference to report back to funding agency Created and maintained student interaction data which allowed for subsequent trend identification that drove program initiatives Attended Department of Education conference in Hawaii to present data and discuss strategy efficacy with other grant workers in order to maximize program impact Show less



University of Maryland Global Campus

• United States
• Higher Education
• 700 & Above Employee

• Student

  • Aug 2010 - Aug 2013

  I studied English, with an emphasis in Communication and Journalism. I studied English, with an emphasis in Communication and Journalism.



VetCentric

• United States
• Pharmaceutical Manufacturing
• 1 - 100 Employee

• Training/Quality Assurance Manager

  • Apr 2007 - Jun 2012

  Generate customer-facing messaging about the benefits of our products and services, focusing on our unique mission and commitment to quality Spearhead all call center representative training, including the creation of policies and procedures, training modules, presentations and learning aides. Conduct company-wide training sessions that have previously included roll-outs for Google Documents, PCI Compliance, and Vet-VIPPS Accreditation, all of which dramatically altered how our business functioned in regards to security and efficiency Maintained attendance, scheduling, and discipline for a team of 20+ agents, reducing the rate of call-outs by more than 30% Improved call center performance by creating measurable metrics, service-driven call criteria, and detailed guidelines to facilitate changes Perform side-by-side call monitoring, training, and provide feedback regularly to ensure quality. Show less