At Tekmetric, I raised average daily ticket solves per agent by 14% in my first 90 days while managing a team of 8. I also built the QA program from scratch, including new phone and email/chat rubrics.
I joined Gusto’s Embedded Partner CX team as its primary operational consultant for 20+ strategic partners. I improved SLA response times by 30% and TFIR by 27% through workflow optimization and systems integration, while holding CSAT at 85%.
At Dufl, I managed customer operations, including hiring, training, and coaching. Across my work, I’ve built handbooks, reporting, and quality programs to support teams and improve their operations.
