Company name: Freshly

Company size: 2,500 employees

Role in this company: As the inaugural Vice President of Customer Experience at Freshly, I built a global customer service department of 350+ from the ground-up, creating policies, procedures, data-gathering systems, and organizational structures out of thin air, leading our customer service function to embrace forward-thinking technologies in AI and RPA and to provide best-in-class service KPIs that easily put the organization in the top tier of customer-centricity.

Company name: Maven Clinic

Company size: 647 employees

Role in this company: As Vice President of Customer Support at Maven Clinic, I lead an awesome US-based team of Care Support Specialists, Member Benefits Services Specialists, and Provider Support Specialists focused on providing support to Maven customers across a variety of different services and programs within the Maven ecosystem, including the growing a new benefits team, launching a phone support function, and streamlining process, product, and procedural inefficiencies.

Company name: Freshworks

Company size: 8,500 employees

Role in this company: As Senior Director of Customer Success at Freshworks, I represented the voice of the customer internally in marketing, product, and customer support, championed thought leadership in crucial areas of CX (AI, automation, conversational engagement, quality control), engaged with clients strategically to add value to their customer support teams, facilitated greater partner relationships with rising tech companies, and advised on competitive marketplace positioning.

Company name: Freshworks

Company size: 8,500 employees

Role in this company: As Head of Customer Advocacy at Freshworks, I ran a 23-person team that owned six key customer-facing functions, including the solicitation and promotion of customer advocates, an official voice-of-the-customer function with routine engagements of customers through focus groups, strategic advisory councils, and executive connections, a program of in-person, global customer events, our customer-facing learning academy, and a customer insights team focused on creating compelling customer stories.

Company name: TicketNetwork

Company size: 600 employees

Role in this company: As AVP of Consumer Transactions at the e-commerce giant TicketNetwork, I managed a 14-person team that delivered specialized service to retail customers of our flagship websites and also served as product manager of a consumer-facing ticket-selling application, overseeing a major redesign of its technical architecture and pioneering bold, customer-friendly policies to grow ticket inventory.

Company name: Albert

Company size: 150 employees

Role in this company: As the SVP of Customer Experience at Albert, I managed a major restructuring of the entire customer support organization to enable greater role specialization and expand customer support's role in the overall business, reformed and equalized the compensation process for CX employees, launched a new global team in the Philippines for better scaling purposes, instituted new mechanisms for tracking agent engagement and satisfaction, and revamped agent metrics and KPI expectations.

Company name: Speerhead Theatricals

Company size: 4 employees

Role in this company: As founder, President, and member of the Board of Directors at Speerhead Theatricals, I served as CEO of a theatrical not-for-profit organization and lead it through two full-scale theatrical productions in Connecticut and New York – managing all brand and creative endeavors, handling state and Federal relationships (IRS!), negotiating contracts with contractors and venues, supervising procurement and supply needs, and masterminding all marketing and fundraising efforts.