At Create CX, I manage customer experience operations across multiple client accounts, including Daily Harvest, Cheech & Chong, and Audien Hearing. I work between client leadership and frontline support teams to align operations with business goals.
I own VIP and Voice of the Customer program design, including routing, escalation protocols, and tagging systems. I also develop SOPs and standardized customer communications with client stakeholders.
At ROKA, I led the CX team and managed platforms including Gorgias, Loop Returns, and Aircall. I monitored CSAT, NPS, and resolution time, and shared performance trends and customer insights with senior leadership.
I built my customer service experience across roles at RevAir, Sprouts Farmers Market, Starbucks Coffee, and Barnes and Noble Booksellers. My work has included product support, team training, return processing, and customer resolutions.
