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Work Background
QADVP - Customer Assurance Program
Oct. 2024 - Aug. 2025Cary, NCRetained high-risk, high-revenue accounts through direct negotiation and senior-level collaboration. Added structure and repeatable processes to a developing Customer Success organization. Partnered across functions to improve onboarding and adoption, helping customers realize value earlier. Made customer health and risks visible to leadership, enabling faster, better decisions. Coached teams to recognize risks sooner and act with a customer-first approach.
Ping IdentitySr. Strategic Customer Success Outcome Manager
Jan. 2022 - Sep. 2024RemoteManaged enterprise customer portfolios across finance, insurance, software, and retail, focusing on retention, risk prevention, and long-term value. Built and executed success plans aligned to customer objectives, strengthening adoption, lifetime value, and net retention. Identified growth opportunities through customer engagement insights and executive alignment. Engaged regularly with customers using structured success reviews and data-driven analysis to surface and address risks early. Partnered across product, engineering, support, and marketing to ensure customer needs were reflected in company priorities.
LIFETIME FITNESSYoga Teacher
Dec. 2021 - Aug. 2025Apex, North Carolina, United StatesInstructed diverse yoga formats (Hatha, Flow, Ashtanga, Yin) by tailoring sequences to varying skill levels, fostering inclusive experiences, and building strong student relationships while integrating yoga philosophy and current trends.
QlikSr Global Master Data Manager - Global Customer Data
Dec. 2020 - Jan. 2022Raleigh, North Carolina, United StatesLed global customer data strategy to improve accuracy, consistency, and decision-making across the business. Implemented a new master data management system, streamlining onboarding and ensuring cleaner, more reliable customer data. Partnered with Finance and Customer Success to improve reporting, operations, and customer experience. Managed and developed a team of data stewards and analysts, maintaining data integrity and governance standards.
FreelanceIntegrative Nutrition Coach and Yoga Teacher
Dec. 2016 - Aug. 2025Certified Yoga Teacher & Integrative Health Coach specializing in stress management, mindfulness, and holistic wellness practices. Design personalized programs blending movement, breathwork, nutrition, and lifestyle coaching to support balance, resilience, and long-term vitality.
QlikSr. Global Service Delivery Mgr, Customer Success at Scale and CX
Apr. 2011 - Nov. 2020Raleigh-Durham, North Carolina AreaBuilt and scaled a global 24x5 Customer Success & Support team across APAC, EMEA, and the Americas. Established consistent global service standards while tailoring approaches to regional and cultural needs. Improved operational efficiency by 30% through self-service strategy, live chat, and digital support enhancements. Used NPS, customer feedback, and ticket analysis to identify pain points and drive product and service improvements. Transitioned the support desk into a proactive Customer Success at Scale model, integrating offshore resources to better handle recurring issues.
Credit SuisseQuality Assurance Program Manager
Mar. 2010 - Apr. 2011Raleigh-Durham-Chapel Hill AreaDeveloped and implemented a quality framework, standards and metrics for the global support services.
Hewlett Packard EnterpriseTechnical Support Engineer
May. 2009 - Mar. 2010Remote, NCDelivered technical support for enterprise clients, resolving issues and strengthening customer satisfaction.
American ExpressMultiple Roles
Apr. 1998 - May. 2009Remote, NCProgressed through roles in customer service, luxury travel counseling, and technical support, building a foundation in client experience, loyalty, and problem-solving.
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