Skills
Customer Support > Customer Service > Gorgias
2-5 Years
Leadership
10+ Years
Customer
10+ Years
E-commerce Customer Support
5-10 Years
Data & Reporting
10+ Years
Implementation
2-5 Years
Workforce Management
10+ Years
Calibration
10+ Years
Customer Experience Strategy
10+ Years
Lean Six Sigma
5-10 Years
Asana
2-5 Years
Customer Support > Chat Support> Email Support> Shopify>Zendesk
5-10 Years
Customer Service > Gorgias > Shopify
2-5 Years
Experience highlights
Director of Customer Operations
Earth Breeze
·
January/2022
–
Present
Scaled department from 30 to 140 associates. Implemented CX AI technology (Siena AI, Gorgias, BrandBastion) for ticket automation and sentiment analysis. Managed customer support strategy across e-commerce and retail channels.
Senior Account Manager
Uber
·
January/2015
–
Present
Led department of 1,200 CX Associates supporting Uber. Established operational strategy and managed multi-level leadership. Spearheaded cross-border operations across US and China teams.
Operations Manager
AT&T
·
January/2012
–
Present
Managed multiple teams of 1,000 CX Associates for technical support campaigns. Led outlier management and delivered weekly/monthly business reviews. Specialized in hiring, performance success plans, and upskilling initiatives.
