At LOLA BLANKETS, I managed a 46-person customer experience organization across the US and Philippines. During a three-week sale in August 2026, I used Aircall reporting to adjust phone coverage as answer rates increased from below 15% in 2025 to over 60%.
I relaunched the Gorgias AI Agent with vendor support, updating its instructions, knowledge content, and handoff rules; the team achieved an 85% QA pass rate while reviewing every ticket involving AI. I also implemented Litmos and created separate training paths for US phone agents and offshore digital-support agents.
Earlier at LOLA BLANKETS, I personally sold $1.4M in inbound bulk orders in 2025 while managing CX, and connected Gorgias, Zapier, and Google Sheets to track warehouse and product issues. At HOLISTAPET & PET HEMP CO, I restructured the support team and improved average CSAT from 3.5–3.8/5 to at least 4.85/5.
