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Free
Price per hour
min
Call duration
Soon.
Next Available day
English
Brooklyn, United States of America
Joined April, 2025
0.0
Free
Price per session
30 min
I'm an experienced Customer Experience leader with a background in high-growth beauty and e-commerce brands. I specialize in building strategic, customer-centric programs that blend operational excellence with a human touch. I'm passionate about mentoring emerging CX talent, empowering teams to think proactively, and helping brands create loyalty through thoughtful, high-impact support.
Owns the end-to-end customer experience strategy, shaping how the brand delivers service, loyalty, and community at every touchpoint. Leads and develops a high-performing, hybrid CX organization, setting vision, standards, and structure for scalable growth. Acts as a key business partner across leadership teams, embedding customer insights into core strategy, driving operational innovation, and influencing revenue, retention, and brand equity. Champions a customer-first mindset across the company, ensuring every interaction strengthens loyalty, trust, and long-term value.
Managed a portfolio of 40+ enterprise accounts across Northeast America, serving as a strategic advisor to drive adoption, expansion, and long-term value with Zendesk’s CX solutions. Partnered with senior stakeholders to align technology with business goals, optimize support operations, and deliver measurable ROI. Led account strategy, renewal negotiations, and growth initiatives, consistently strengthening customer relationships and increasing product engagement. Acted as a trusted consultant and advocate, helping some of the region’s largest brands transform their customer experience through scalable, data-driven solutions.
Led Customer Operations at Birchbox, overseeing support strategy, team management, and cross-functional alignment during a period of rapid growth and organizational change. Built and scaled a high-performing customer experience team, evolving operations from a seasonal, high-volume support model into an efficient, omnichannel experience. Played a central role in aligning CX with product, merchandising, and warehouse operations to drive retention, loyalty, and operational excellence across the customer journey.
Proven success leading fully remote and distributed teams across multiple time zones. Skilled in building strong team culture, maintaining high engagement, and driving performance through clear communication, structured workflows, and trust-based leadership in virtual environments.
Extensive experience designing and leading high-performing customer service teams with a focus on empathy, efficiency, and brand loyalty. Skilled in building scalable support models, developing customer-first policies, and turning service interactions into opportunities for long-term engagement and retention.
Expert in developing customer loyalty and retention strategies that blend personalized service, proactive communication, and cross-functional alignment. Focused on building trust, deepening customer relationships, and driving lifetime value through thoughtful experience design and continuous engagement.
Skilled in leveraging customer experience and operational data to identify trends, uncover insights, and drive strategic decision-making. Experienced in translating complex data into actionable initiatives that improve customer satisfaction, team performance, and business outcomes.
Experienced in recruiting, developing, and leading high-performing customer experience teams. Focused on creating strong foundations through clear role definition, skills development, mentorship, and a culture of collaboration, trust, and accountability.
Experienced in building, leading, and evolving high-performing teams through periods of rapid growth, operational transformation, and strategic change. Skilled in developing talent, managing external vendors and partners, and fostering a resilient, ownership-driven culture that aligns team success with broader business goals
Extensive experience supporting and shaping customer experience strategies for retail environments, including partnerships with wholesale, brick-and-mortar, and third-party retailers. Skilled in aligning service, operations, and education to create cohesive, high-touch customer journeys across physical and digital retail touchpoints.
Over a decade of experience leading customer experience and operations for digitally native and omnichannel eCommerce brands, with a focus on building scalable support infrastructure, driving customer retention, and blending service with storytelling to elevate the brand experience.
Deep expertise in leveraging Zendesk to build scalable, efficient customer support ecosystems. Experienced in customizing workflows, automations, and reporting to drive operational excellence, improve customer satisfaction, and empower support teams with the tools needed for proactive, high-quality service.
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