At Squarespace, I resolve complex account, billing, product, and user issues while maintaining a 98.7% average CSAT score across a high-volume queue.
I've strengthened team quality by leading alignment meetings, creating enablement resources, completing a six-month Quality Assurance residency, and mentoring four new hires. My internal guides and workflows helped raise team QA scores from 89% to 93% over six months.
Previously at Rocket Pro TPO, I managed 30+ independent mortgage brokerage accounts, reactivated 7 of 10 dormant relationships, and exceeded monthly performance targets by 15%+.
I bring a customer-focused mix of account management, consultative sales, technical troubleshooting, quality operations, and cross-functional problem solving from Squarespace, Rocket Pro TPO, Fifth Third Bank, Virgin America, and Rocket Mortgage.
