Experience

Leading CX Ops at an enterprise multi-brand wellness company.

Reported to the CEO, owning and scaling CX operations for five DTC brands concurrently across beauty, wellness, apparel, and F&B — managing 5,000+ monthly inquiries while sustaining 85%+ CSAT. Configured Gorgias and implemented Siena AI across client brands, achieving 40–65% automation rates, and rebuilt CX infrastructure for additional brands before handing off to in-house teams. Managed the full CSR lifecycle and met weekly with clients — often founders — to review KPIs and align on priorities.

Reported to the GM of Digital & E-Commerce as the sole CX leader, owning all CX operations across DTC, subscriptions, Amazon, and Ulta while coaching an in-house CX Lead. Cut ticket volume 14% and first response time 37% by migrating from Outlook to Gorgias and building a robust help center, and drove ticket automation from 0% to 16% in 10 months (vs. a 12% Gorgias merchant average) while sustaining 91% CSAT. Built executive dashboards tracking volume, CSAT, and customer trends, and owned subscription continuity through out-of-stock events via Yotpo. Employment concluded following a company-wide workforce reduction.

Reported to the VP of E-Commerce, building and leading the CX function end-to-end for GXVE Beauty by Gwen Stefani and SELF/ish Skin, and coordinating the GXVE brand launch through stealth pre-launch. Sourced, onboarded, and managed the offshore BPO team, sustaining a 93% CSAT while averaging sub-7-hour first response and sub-14-hour resolution. Co-managed the brand ambassador program, scaling membership from 0 to 1,700 in 15 months, and served as the Trust & Safety escalation point for all adverse reaction reports across both brands. Employment concluded following a company-wide workforce reduction.

Reviewed 100+ employer accounts and job postings daily, authenticating account holders, detecting fraud, and protecting job seekers from data harvesting and platform misuse. Interviewed job posters and moderated content for policy compliance, removing discriminatory, misleading, and prohibited listings. Promoted from Associate I to Associate II.

Advanced through three roles in four years — from frontline Community Support to Investigator II in the Special Investigations Unit. Investigated 30–40 business-critical Trust & Safety cases weekly, including assault, accidents, severe injury, and fatalities, partnering with Legal, Comms, Claims, and Insurance to drive policy-compliant resolutions. Joined Uber's first in-house social media support team, piloted Uber Eats social support as a two-person team, and owned social escalations directed to the CEO, authoring executive post-mortems.

Executed safety and security procedures across 10+ aircraft types on domestic and international routes. Delivered high-touch customer service across a range of cabin configurations and flight lengths, from short domestic hops to long-haul international routes.

Maintained safety and security standards across 76-passenger regional jets on domestic and international North American routes. Provided attentive, efficient customer service as part of a compact cabin crew on high-frequency, quick-turn flights.