I’m a CX leader with 13 years of experience growing and managing teams, both nationally and internationally. My work focuses on scaling support operations that meet business needs, but I have also openly welcomed the opportunities to roll up my sleeves and get into the day-to-day work!
I am a vocal advocate of humanity and empathy as the differentiating factors in user experience, regardless of the company or customer. My work has allowed me to understand the incredible impact user-centric thinking has on products, services, and teams – and most importantly, how that impact translates into value for a business. Throughout my career, I have been responsible for over 5.5 million customer interactions and I bring an experienced perspective based in data analysis and customer behavior.
Experience
Aescape
Sep 2023 – Jul 2025
New York, NY
Head of Customer Support
Entrusted to build the customer experience from 0 to 1 in preparation for orders-of-magnitude expansion. Driving product excellence for both internal tooling and customer-facing applications. Navigating complex environments across software + hardware engineering, product, sales, account management, marketing, and supply chain operations.
Built support function from the ground up serving multiple, distinct customer groups
Built engine of training, on-boarding, development, and retention to prepare for team growth
Product management for suite of internal admin tooling on behalf of all go-to-market customer-facing teams
Defined standards for a documentation-rich environment, leveraging AI maintained knowledge databases both for internal users and customers
