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.
Management Consulting Quality Assurance Design Thinking
Strategy Execution Six Sigma Process Improvement Leadership Project Management Executive Communication Public Speaking
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.
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.
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.
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.
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.
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.
Corporate Trainer, Hot English Publishing Ltd.
Designed and facilitated leadership development courses for Executive-level managers across a wide range of industries.
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.
Georgia Institute of Technology
Master's of Business Administration
Strategy Execution, Entrepreneurship, Managing Technology & Innovation, Leadership
Georgia State University
Bachelor's of Business 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