Experience

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

Reported to the GM of Digital & E-Commerce, owning day-to-day CX operations across DTC and Amazon. Led a CRM migration from Outlook to Gorgias, reducing ticket volume by 14% and FRT by 37%, while managing an in-house CX Lead and maintaining a 4.56/5 CSAT (91%) through coaching and process improvements. Launched a surprise & delight loyalty strategy to drive customer retention.

Reported to the VP of E-Commerce, building end-to-end CX infrastructure for GXVE Beauty by Gwen Stefani and SELF/ish Skin, including Gorgias, omnichannel support, help center, and SOPs. Oversaw an offshore BPO CSR team to maintain sub-10-hour FRT and 90% CSAT, while producing VoC and customer support metrics reporting that informed cross-functional product and packaging decisions.

Reviewed high volumes of employer accounts and job postings to authenticate holders, detect fraudulent activity, and protect job seekers from data harvesting and platform misuse. Conducted content moderation to enforce policy compliance, removing discriminatory, misleading, or prohibited listings.

Investigated high volumes of business-critical Trust & Safety cases, including assault, accidents, severe injury, and fatalities, conducting structured interviews and exercising sound judgment on complex, high-stakes matters. Partnered with Legal, Comms, Claims, and Insurance to drive policy-compliant resolutions, leveraging GPS and platform data to render final access decisions for riders and drivers.

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.