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Work Background
AmazonSenior Product Manager - Customer Experience & Safety
Apr. 2024 - Apr. 2025United StatesLed global safety and compliance programs within Amazon’s DSP (Delivery Service Partner) network, with a focus on telemetry, signal health, and scalable mechanisms. Key Outcomes: • Launched Amazon’s first Safety Signal Health program, reducing critical launch defect costs by 21% • Developed a 4-phase signal lifecycle management framework (30/60/90/180-day cadence), adopted globally • Delivered complex cross-border expansions across Canada, Mexico, and Brazil, resolving legal, operational, and ML constraints • Created a cross-functional escalation model to align Legal, Engineering, and Field Ops, improving response time and accuracy • Authored and implemented new-geo signal launch playbooks, enabling faster ramp and fewer escalations • Transitioned from director-level leadership to IC, bringing strategic clarity and empathy to program delivery in a high-stakes, high-velocity space
AsurionSenior Director Customer Solutions
Jan. 2021 - Feb. 2024I act as a senior product leader driving customer experience and operational excellence initiatives. ➝ Role Focus Drove customer-centric product development by aligning cross-functional teams with CX metrics. Collaborated with engineering, operations, and analytics stakeholders to identify friction points and deploy scalable solutions. Presented roadmap strategies and measurable outcomes to senior leadership to support safety and efficiency across the customer journey.
AsurionSite Director, Premier Support Solutions
Nov. 2013 - Jan. 2021Nashville, TennesseeLed daily operations of busy, fast-paced call center. Supported multiple functional areas, including Innovation, New Business, Product Development, Human Resources, Workforce, Training, and Quality. Utilized knowledge of production processes and call center trends to identify and recommend process improvements to enhance customer experience, employee satisfaction, and corporate performance.. ➝ Role Focus ☛I proposed effective recommendations to enhance customer experience, employee satisfaction, and corporate performance by utilizing knowledge of production processes and call center trends. ➝ Key Outcome ☛ I oversaw recruitment, training, and staffing for 800+ telephone, chat, and remote personnel tech support organizations with the inclusion of work-at-home employees
T-MobileDirector Leadership Development
Jul. 2012 - Jun. 2013GlobalOrchestrated effective leadership development program for the Global Service Partner team. Led training, coaching, and assessments. Streamlined the coaching certification process, to include all external service partners and allowing for front-line development, better employee satisfaction, and improved performance especially related to one call resolution and customer's voice. ➝ Role Focus Spearheaded coaching certification process creation for all external service partners to maintain front-line development resulting in employee satisfaction coupled with significant performance improvements pertaining to one call resolution and customer's voice. ➝ Key Outcome ☛ • Increased retention and maximized staff satisfaction through the implementation of internal employee satisfaction surveys, demonstrating company’s intention to analyze results and charter action plans to eliminate issues.
T-MobileAssociate Director, Call Center Operations
Oct. 2010 - Jul. 2012Created recruitment strategies for front-line employees, leading to 167 internal promotions within five months. Led team in the provision of exceptional service, resulting in the attainment of 11 JD Power and Associate Customer Service Awards. ➝ Role Focus I supervised more than 600 employees regarding the deployment of resources, processes, and activities, facilitating staffing, training, retention, recruitment, budgeting, scheduling, and personnel engagement. ➝ Key Outcome ☛ I accelerated customer resolution up to 4.5% by managing communications at the site level. Ensured the seamless flow of performance resulting in the attainment of 11 JD Power and Associate Customer Service Awards.
T-Mobile USASenior Manager Learning Development
Jun. 2006 - Oct. 2010I led a training team responsible for new hire and continuing education efforts by fostering strategic partnerships with the instructional design team. ➝ Role Focus Administered the formulation of recognition plans for the training team rewarding accomplishments, improvements, and values. ➝ Key Outcomes ☛Reorganized trainer role, resulting in an increase in new hires and cost savings of $53K. ☛ Coordinated 14 learning and development team members to provide instructions on performance management, coaching, role modeling behaviors, and on-the-job training as well as observations.
T-Mobile USATeam Manager
Mar. 2004 - Jun. 2006I maximized customer satisfaction through the implementation of performance management processes and team recognition plans. ➝ Role Focus Delivered vital training and support to improve job performance, expand skillsets, and achieve corporate objectives by leading 8 coaches and 120+ indirect reports. ➝ Key Outcome ☛ I attained call efficiencies, customer satisfaction, and quality care programs by outpacing performance goals by 5% per month on a national level.
Convergys Customer Management GroupQuality Manager
Mar. 2002 - Mar. 2004I ensured overall leadership development of the Global Service Partner team to steer training, coaching, and assessments. ➝ Role Focus Spearheaded coaching certification process creation for all external service partners to maintain front-line development resulting in employee satisfaction coupled with significant performance improvements pertaining to one call resolution and customer's voice. ➝ Key Outcome ☛ I reduced attrition and maximized staff satisfaction through the implementation of internal employee satisfaction surveys to analyze and charter action plans.
Convergys Customer Management GroupSales Manager
Feb. 2001 - Mar. 2002Provided day-to-day supervision of activities including training, manpower, planning, motivation, and performance evaluation of sales representatives and support personnel. Directed the flow of information for sale activities and transactions (leads, billings, orders, contracts) and evaluated data to ensure district/area goals were met. Achieved assigned goals through the effective management of an account executive team. Personally called on selected accounts. Provided daily leadership and guidance in the areas of training, coaching, disseminating information and performance evaluations.
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