Requests
3
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Pendulum TherapeuticsSenior Director of RevOps and Customer Experience
Jun. 2023 - Dec. 2024San Francisco Bay Area▪ Directed operations across multiple sales channels, including DTC, Amazon, drop-shipping, and wholesale partnerships
▪ Restructured the customer support model into a tiered system, improving operational efficiency, scientific quality and credibility, and customer retention which resulted in: 39% reduction in tickets per customer, 52% reduction in first reply time, 43% increase in CES
▪ Achieved a XX% YoY increase in Amazon sales and contributed to XXX% total company revenue growth
▪ Developed Tableau dashboards and SQL-based insights to optimize operations and support executive decision-making Career Highlight: ✔ Played a pivotal role in operationalizing partnerships, including integrating Pendulum products into Noom’s membership flow
Pendulum TherapeuticsDirector of Customer Experience and Insights
Dec. 2021 - Jun. 2023San Francisco Bay Area▪ Optimized the customer support team and systems, reducing inefficiencies and implementing an offshore BPO partner
▪ Launched automated chatbot and live chat support, resulting in: 54% reduction in tickets per customer, 74% decrease in first reply time, 10% increase in CSAT
▪ Instituted a CES survey to identify and reduce high-friction areas, leveraging insights to improve retention and customer experience
▪ Led a cross-functional task force to manage a complex product backorder event, creating custom SQL-based systems that minimized disruption and ensured timely updates for executive stakeholders Career Highlight: ✔ Oversaw the Amazon sales channel, managing operations and partnering with an external advertising agency to drive on-platform ad strategies
UdacityDirector, Global Customer Experience and Support Operations
Apr. 2019 - Aug. 2021Mountain View, CA▪ Direct an organization of more than 45 members of Technical Learning Engagement, Community Engagement, and Student Support teams across India, Middle East and North Africa (MENA), and the United States
▪ Drive student progress and success by conceptualizing, testing, and executing engagement campaigns in Udacity classroom, community channels, email, and social media
▪ Guide Nanodegree Program content optimization, created by learning engagement coaches based on data-driven insights from student’s classroom activity, support inquiries, and interactions with technical mentors Career Highlights:
✔ Steered efforts in enhancing product operations, processes, and organizational change to reduce customer effort and boost customer satisfaction and delight metrics
✔ Received the Business Intelligence Group’s Customer Service Organization of the Year, and American Business Awards Bronze Stevie Award for Customer Service Department of the Year for 2021 Award for demonstrating exceptional work performance
✔ Played an integral role in improving cross-functional support escalations and dependencies as well as restructuring student support operations to a tiered organization by spearheading a major overhaul of student support workflows and processes in systems, tools, and organizational structure, which included the following: — Tier 0: Self-help and Support Community; — Tier 1 and 2: Email, Chat, and Social Media; and — Tier 3: Expert Technical Help
✔ Exemplified industry expertise in improving the following customer experience KPIs: — Reduced first reply times by 75% from H1 2020 to Q4 2020 and median total resolution times by 92% through implementation of live chat support; and — Reduced tickets per student by 41% from Q1 2020 to Q1 2021 by deploying product and process improvements
✔ Increased self-service resolution rate by 45% by overhauling knowledge base and help center
UdacitySr. Manager, Global Customer Experience and Support Operations
Jul. 2018 - Apr. 2019Mountain View, CA▪ Oversaw a department with over 30 learning technologists, community engagement managers, student support representatives, and technical support representatives across China, India, MENA, and the US to achieve world-class customer experience and student success with the organization’s learning products
▪ Expertly supervised a team through change management methods and internal reorganization to obtain student support functions in addition to an existing team of learning engagement coaches
▪ Initiated a major change in product support model to facilitate one-on-one technical mentorship for students in all Nanodegree Programs
▪ Led the Learning Engagement Team in developing and implementing operations behind a mentor-student matching process in partnership with internal stakeholders across all business functions
▪ Held accountability in formulating content quality metrics, root cause analysis workflows, and optimization initiatives Career Highlights:
✔ Successfully incorporated Udacity’s classroom platform with Slack for cohorted channel creation, as well as Calendly for introductory calls scheduling between mentors and students; thereby, contributing to the onboarding playbook and guidelines for mentorship success and student engagement
✔ Took charge of transitioning a team of 18 learning technologists through a large-scale organizational restructuring
✔ Established reputation for matching 95% of students with mentors within eight hours of payment; thus, garnering a Slack adoption rate of 90% and a 20% increase in Project 1 submissions over previous non-mentor supported model
✔ Drove efforts in automating Zendesk triage by launching more automated triggers and macros as well as mentoring the support team to approach tickets holistically to determine root cause issues rather than simply solving tickets
✔ Attained content quality and product success for 35 in-market nanodegrees ranging from self-driving car engineer to predictive analytics for business
UdacitySr. Project Manager - Learning Product Operations
Jun. 2017 - Jul. 2018Mountain View, CA▪ Employed analytical skills in identifying business critical needs and spearheading numerous projects to collaborate with stakeholders and execute solutions within the Learning Product Operations Team as an individual contributor
▪ Coordinated content rights management for international content reuse by generating data pipelines, architecture, and workflow
▪ Assumed responsibility in defining requirements for content management system, and partnered with internal tools product manager to integrate into Udacity’s proprietary content creation tool
▪ Designed workflows to determine, triage, and escalate pathing of student-identified content incidents, voice of student initiative, and learning team product feature requests Career Highlight:
✓ Played a vital role in boosting operational efficiency across various cross-functional teams as well as Net Promoter Score (NPS)/product quality scores by eight points from Q3 2017 to Q2 2018
SchooldManager, Higher Ed Partnerships
Feb. 2017 - Jun. 2017San Francisco, California▪ Provided support to 45 college partners while monitoring the Schoold Mobile Viewbook customer experience, from implementation through renewal Career Highlight:
✓ Earned recognition for increasing monthly account retention by 12%, as well as sales of additional product features to existing customers by 23% in five months
Rafter, Inc.Director of Operations
Aug. 2014 - Feb. 2017San Mateo, California▪ Efficiently managed budget and operations for $13M of higher education learning materials inventory and publisher/partner assets annually while consistently meeting goals based on financial projections Career Highlight:
✔ Made notable contribution in developing cloud-based SaaS procurement platform, inventory management system, and logistics infrastructure to rapidly scale operations and oversee a team of 6 purchasers to scale services from 4,000 students in 2 institutions to 19,000 students across 13 institutions in less than two years.
Follett Higher Education GroupDirector, Cal State East Bay Campus Stores
Jun. 2013 - Aug. 2014Hayward, California▪ Supervised omni-channel campus service retail operations to support 18,000 students, faculty, and alumni
▪ Directed special projects with higher education partners, such as president, chief financial officer (CFO), provosts, and chancellor’s office on initiatives for Affordable Learning Solutions Career Highlight:
✓ Integrated Follett distribution systems with California State University, East Bay’s student information system (SIS) and learning management system (LMS) to produce a textbooks included-in-tuition solution; helping students to save an average of 50% per term
Nebraska Book Company, Inc.Retail Transitions and Training Manager (Multi-Region)
May. 2008 - Jun. 2013South and Southwest Regions▪ Led multiple teams from different prestigious markets including Texas A&M University; University of California, Berkeley; Berkeley Law School; Baylor University; and University of Nevada, Las Vegas
▪ Administered various retail transitions; cultivated productive relationships with campus bookstores, university stakeholders, and students; and delivered a wide array of services
Nebraska Book Company, Inc.Assistant Art Director - NBC Graphics, Inc.
Jun. 2006 - May. 2008College Station, Texas
Capitol Rubber Stamp CompanyGraphic Designer
Jul. 2005 - Jun. 2006Austin, TX
Texas A&M UniversityGraphic Designer
Jan. 2005 - Jul. 2005College Station, TX
Texas A&M UniversityProduction/Design Assistant
Nov. 2003 - Dec. 2004College Station, TX
Intch is a Professional Networking App for the Future of WorkSee more people like Cory on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
274480 people
17
Assistant manager
17
Sr Director, Customer Support
21
Technical Support Engineer - L2 @ Axis Communications / 2N
45473 people
32
Customer service process, vendor management, leadership development expert
17
Owner @ Victoria’s VA Hub
16
Consultant