About
I'm a CX leader who has had the the fortune of working at some amazing companies with equally amazing people. Currently I head up the CX team at Telgorithm but I've lead teams at leading companies such as Netflix, Squarespace and Stripe. I believe that amazing customer experience is about culture, vision and strong leadership. I believe great teams execute well when there is a balance of strategic vision and tactical execution. I've built and led teams in several disciplines including Technical Support, Customer Success, Professional Services and Onboarding. At the moment I'm compelled to give back to those who are emerging leaders or just need help breaking through challenges. I've been mentored and led by some amazing people and hoping to give back to the CX community in any way I can. I'm looking forward to meeting you!
Experience
Brought on as Head of CX to rebuild and lay foundations for a growing team.
Hired on to lead the Support and Services functions and later built and led the Customer Success function to reduce churn of the largest customers.
Joined Stripe to build out the support center in the Portland office. Team focused on technical support, advising engineers on questions regarding Stripe's API.
I joined Squarespace to assist with their hypergrowth and build a support outpost in Portland, Oregon.
Front line support and then moved into leadership to prepare for the launch of Netflix's first streaming services.
Expertise
Decisions should always be based in data. I have experience building metrics that tell a story that can inform business decisions.
I have built teams in small and large organizations as well as launched new functions like Customer Success, Onboarding and Implementation, Technical Support and Professional Services.
My career started in frontline support so it holds a special place in my heart. I've led a wide range of support teams from general customer support to engineering support.
Designed and implemented various customer onboarding programs based on customer personas.
Industry
Experience in both B2B and B2C products in various industries including Fin-tech, Marketing Automation, Website Design, Dev Ops and Telecom.
Led a team of Support Specialists to help website builders and business owners navigate the Squarespace platform.
Toolkit
Have integrated and built on Zendesk and specialized in business intelligence and integrations.
Currently using HubSpot for support ticketing. Specializing in reporting and automations.
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