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Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
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Influencer or Blogger
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HR
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Thailand
Work Background
Mentors CXMentor & Coach
Nov. 2024Coaching & mentoring junior and senior CX professionals at pre-seeds, high-growth start-ups, and restructuring companies. I focus on change management, effective quarterly planning, leadership training, and career pathing.
RootlessCustomer Experience Consultant
Apr. 2024 - Jun. 2024- Conducted audit of current CX operations to identify areas of improvement, particularly in relation to conversion and retention. - Onboarded the CX team to Help Scout from a general Gmail inbox, including implementing updated canned responses and workflows to collect inbound data. - Integrated CRM with Shopify for quick, clear customer LTV data, improving efficiency and the opportunity for customization. - Helped launch a more easily accessible contact form and self-serve widget to increase data collection for inbound requests.
Professional Helpers CX Consulting, LLCCustomer Experience Consultant
Nov. 2023As a seasoned Customer Experience leader with over a decade of experience at high-growth tech startups, I specialize
in strategically scaling support organizations by building human-in-the-loop AI-enabled support orgs and expertly
configuring help desk software for an efficient agent and customer experience.
My focus also extends to developing robust Voice of the Customer Programs, ensuring that customer insights directly
contribute to creating better products, services, and delightful experiences. This requires building relationships with
cross-functional partners and keeping us focused on the same shared goal.
ClubhouseHead Of Community Support
Nov. 2021 - Feb. 2024Implemented AI-Assist in FAQ: Onboarding Zoom Virtual Agent reduced support inbounds by 80% because the
highest volume inquiry was self-servable.
Zendesk Optimization: Reduced a 2,000 ticket backlog to 60 in 6 months.
BPO Management: Inherited a team of 30ish offshore agents. After retraining and Zendesk optimization, we were able
to downsize to 10 agents, reducing BPO cost by over $100k per month while improving quality and response time.
Voice of the Customer: Tracked KPIs maintain or improve quality and efficiency. Combined this quantitative feedback
with the qualitative feedback and feature requests we received to help improve digital products.
CX Team Management & Scaling: I inherited 2 in-house agents whom I coached and specialized into SMEs, and hired
3 more agents to own BPO quality management, Knowledge Content, and Critical Support.
CX Org Operations: Owning and maintaining all support tools (Zendesk [Support, Explore, Guide, etc], Loom, Zoom
Virtual Agent, fka Solvvy).
Knowledge Center Management: Wrote and maintained user-facing FAQs and internal product knowledge
documentation, including a quarterly ongoing training program.
Gregarious, Inc.Head of Community Experiences
Jun. 2021 - Oct. 2021New York City Metropolitan Area
Helix SleepDirector of Customer Experience
Feb. 2020 - Jun. 2021New York City Metropolitan Area- Strategized the scaling and career development of a distributed CX team. - Directly managed and coached managers, senior team members, and BPO agents. - Managed the migration from Gladly to Zendesk with no downtime in customer communication. - Tracked CX KPIs across three brands to forecast headcount needs, maintain quality, and inform coaching. - Prioritized customer feedback for improvements to physical & digital products. - Created a cross-departmental voice of the customer program. - Increased support team efficiency with process and technology updates, reducing response time by 24 hrs. - Reintroduced chat while decreasing overall email backlog. - Introduced new transactional and proactive emails, improving communication to customers about purchase and shipping. - Wrote and maintained FAQs and knowledge resources for team and customer use across three brands. - Maintaining support tools (Zendesk, StellaConnect, Guru). - Chair of the Diversity, Equity & Inclusion committee.
ElevateCXCommunity Operations
Apr. 2019I contribute to the ElevateCX community in multiple ways: - Community Engagement: creating and sharing content with our Slack & LinkedIn communities, producing & managing local and larger events, recruiting podcast guests. - Content Creation: producing podcasts, digital content for LinkedIn, blogs & newsletters. - Website Management - LinkedIn Management - Volunteer Management ElevateCX has been instrumental in my professional growth over the last five years. CX pros looking to grow who don’t have support for other learning and development avenues would benefit greatly from joining this community to learn from other professionals in a more intimate setting.
HungryrootHead Of Customer Experience
Aug. 2017 - Feb. 2020Greater New York City Area- Implemented an LLM self-service improvement tool that reduced ticket inbounds by 50%. - Recruited, managed, and developed managers, team leads, and on-site and remote agents. - Tracked CS KPIs to forecast headcount needs, maintain quality, and inform coaching. - Reported customer issues to food operations, and suggested improvements for better shipping experiences. - Created a cross-departmental voice of the customer program. - Improved support team efficiency by introducing consistent processes, subject matter experts, and new tools. - Wrote and maintained FAQs and knowledge resources for team and customer use. - Maintaining support tools (Zendesk, Solvvy, MaestroQA, StellaConnect).
Paperless PostUser Support Manager
Sep. 2013 - May. 2017Greater New York City Area- Recruited, trained, and managed a 10-12 agent remote team. - Increased support team efficiency with process and technology. - Analyzed support metrics for business insights and product proposals. - Maintained FAQs and resources for internal and customer use. - Coordinated issues with QA, product managers, and engineers. - Resolved customer issues via phone, email, and chat.
UnpaktOperations Support Specialist
Jul. 2013 - Sep. 2013New York, New York- Resolved customer and mover issues via phone, chat and email. - Confirmed scheduled appointments with customers & movers. - Troubleshot and escalated issues to engineers. - Wrote FAQs for internal and customer use. - Mover account management.
AereoCustomer Support Specialist
Feb. 2012 - Jun. 2013Greater New York City Area- Resolved customer issues over email, chat and phone. - Troubleshot and communicated issues with QA and engineers. - Wrote and maintained internal and customer FAQs. - Collected customer service metrics for business analysis. - Provided live demonstrations of the platform at public events.
The Mind GymProduct Operations Coordinator
Sep. 2011 - Dec. 2011New York, New York- Coordinated facilitator materials for learning and development sessions. - Organized and tracked client feedback via Excel, Survey Monkey, and internal website. - Managed office supplies and equipment, and incoming and outgoing shipments. - Booked transportation and submitted expense reports for executives. - Proofread and edited British English and idioms to American English and idioms.
University of Wisconsin MilwaukeeLead Operations Support Assistant
Dec. 2007 - May. 2011Greater Milwaukee Area- Interviewed, hired, trained, and managed student staff. - Scheduled student staff shifts, lead staff meetings and professional development sessions. - Drafted and maintained technical documentation, handbooks, wikis, and FAQs for employee use. - Answered a high volume of calls and emails regarding university or IT related questions. - Monitored university network and email servers, and technical and environmental equipment. - Escalated bugs and user issues according to escalation process. - Greeted visitors and callers and checked IDs as first point of contact. - Worked unsupervised, first, second and third shifts and kept detailed shift reports. - Sorted and distributed incoming and outgoing mail. - Performed data entry via PeopleSoft and Oracle Tidal.
University of Wisconsin MilwaukeeSwitchboard Operator
Mar. 2004 - Jan. 2005Greater Milwaukee Area- Answered a high volume of calls, fielding various university related questions. - Collected all necessary information for the proper and efficient resolution to the caller’s inquiry.
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