Experience

Professional Summary

Customer-focused strategist transforming the way companies serve their users through effortless support journeys. With over twelve years of experience building memorable customer experiences, brings a thoughtful perspective and blend of creative chops and digital data-savvy. Entrepreneurial at heart and a team player recognized for empathetic approach and expansive ideas. Award-winning leader and with extensive experience leading teams of all sizes toward a common vision.

Skills

Management Consulting     Quality Assurance     Design Thinking 

Strategy Execution     Six Sigma     Process Improvement     Leadership  Project Management     Executive Communication     Public Speaking

Professional Experience

2020-Present

Global Quality Manager, WhatsApp

Leads the long-term strategy, project management and operational execution of quality management systems for WhatsApp Customer Operations. Drives global goals and identifies opportunities to implement change to provide the best support for the WhatsApp community.

2017-2019

Director of Technical Support, Mailchimp

Oversaw all customer-facing technical support, training, and quality control teams which support over 16 million Mailchimp users. Led the talent management, recruitment and retention strategies for a rapidly growing 300+ person department. Managed cross-departmental communication and initiatives as the team lead across multiple campuses.

2015-2017

Senior Customer Support Manager, Mailchimp

Executed on strategic initiatives aimed to enhance the customer and employee experience. Focused on leadership development, talent strategy, and initiatives to strengthen the Mailchimp culture within Support.

2014-2015

Manager of Employee Culture, RaceTrac Petroleum Inc.

Served as an internal consultant to leaders at all levels to facilitates data-driven action planning discussions to develop organizational and departmental change management strategies. Led the teams responsible for managing company’s employer brand image, organizing and coordinating company-wide events and handling employee relations for all entities.

2013-2014

Associate Manager of Events & Branding, RaceTrac Petroleum Inc.

Developed and led the annual employer branding strategy, marketing plan and communication efforts to position the organization as an employer of choice in its operational markets and ultimately enhance the recruiting talent pipeline.

2012-2013

Talent Marketing Specialist, RaceTrac Petroleum Inc.

Responsible for marketing and supporting the organization’s employer brand to internal and external candidates while developing and maintaining programs that aid in attracting top talent. Oversaw the planning and logistics of the 10-week Summer Internship Program.

2011-2012

Corporate Trainer, Hot English Publishing Ltd.

Designed and facilitated leadership development courses for Executive-level managers across a wide range of industries.

2009-2011

Event Management & Operations, The Ritz-Carlton Hotel Company

Coordinated and ensured smooth operation of meetings, special events, and group reservations for professional sports teams and small- to medium-size business groups.  

Education

2017-2019

Georgia Institute of Technology

Master's of Business Administration

Strategy Execution, Entrepreneurship, Managing Technology & Innovation, Leadership

2005-2009

Georgia State University

Bachelor's of Business Administration

Hospitality Administration

Work That Energizes Me

Creating compelling stories with data

User and ethnographic research

Brainstorming and ideating

Consumer behavior and psychology

Breaking down complex problems

Thinking about solutions at scale