I’m a customer experience and support operations leader with a track record of building scalable service organizations, improving performance, and turning CX into a meaningful business driver. My experience spans ecommerce, subscription, retail, fintech, nonprofit, and high growth consumer brands. I’ve led global teams, improved service quality, reduced friction across the customer journey, and built operating models that balance efficiency with empathy.

Some of the accomplishments I’m most proud of include:

• Led global customer support organizations across the US, Philippines, and Latin America

• Managed and developed teams of more than 400 support professionals across multiple channels

• Improved resolution times by 35% through smarter workflows, clearer processes, and stronger operational discipline

• Increased customer satisfaction by 15% by refocusing teams on quality, coaching, and customer outcomes

• Delivered about $1M in annual savings through automation, self service, and process improvement

• Built and improved QA, performance, and scorecard frameworks to drive better accountability and consistency

• Strengthened BPO and vendor partnerships to improve service delivery, alignment, and cost control

• Helped elevate voice of customer insights into actionable improvements across product, policy, and operations

• Led teams through change, growth, and transformation with a people first leadership style rooted in empathy, clarity, and accountability

At the core of my work is a simple belief: strong customer experience happens when you build clear systems, develop strong leaders, and never lose sight of the human side of service.