Client Experience Director
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I help both established and start-up companies grow. I evaluate existing processes and infrastructure, then make recommendations for improvement.
I transformed the customer support team into 3 specialized divisions: risk and reporting, engagement, and client relationship management. Under the new structure the team was able to catalyze consumer growth while creating an operational framework that allowed the company to scale and successfully outsource tier 1 support.
I led communications initiatives for this nascent start-up, beginning with the development of a business model. I worked closely with the CEO to develop the infrastructure for the company--including the website and marketing material, project management and CRM platforms, and sales pitchbooks.
I managed operations teams in NY as well as in India. I helped pioneer a new team in Utah, trained new managers for a team in India, and oversaw several global restructuring efforts. In addition to people initiatives, I also spearheaded several product and process change initiatives led by regulatory and commercial drivers.