Creating memorable customer moments
I'm a Customer Experience leader with over 15 years of expertise in driving customer-centric transformation and optimizing operations to deliver world-class support. Experienced in vendor management within a BPO environment, I excel in building and managing operational relationships, ensuring accountability for performance, and driving measurable improvements across customer support teams. I have a strong track record of leading high-performing vendor operations, using data-driven insights to enhance workflow management and workforce practices, and collaborating with cross-functional teams to align operations with strategic goals. My approach is anchored in fostering a customer-first culture, delivering seamless support experiences, and driving continuous improvement to uphold brand values. I am passionate about partnering with dynamic companies like Squarespace to empower users, enhance customer satisfaction, and achieve business growth through innovative solutions and strategic execution.
Areas of Expertise
Vendor Management & BPO Oversight
Data-driven Decision Making
Cross-functional Leadership
Customer Support & Customer Experience Strategy
Remote Team Leadership and Collaboration
Recent Projects
Developed AI Strategy, Execution, & Implementation for home improvement sales contact center.
Onshore, nearshore, and offshore vendor management and performance improvement.
Global in-house and outsourced workforce forecasting and capacity planning.
Cross-Functional Collaboration and Strategy Implementation.
I’m all about setting clear goals and keeping an eye on them to make sure we’re hitting the mark, with a mix of accuracy and accountability. I see failure as a learning adventure and know that taking bold, smart risks is key to landing those big wins. Staying mindful and fully in the moment helps me build deeper connections, do more meaningful work, and make smarter choices along the way.
How I Roll (Personally & Professionally)