I've led customer support operations at Clipboard Health, owning policy, procedure, knowledge operations, learning and development for a 200+ employee department handling 14,000 weekly tickets. I built a new four-week training curriculum that cut ramp-up time to department KPIs by more than 50% and launched decision-tree policy logic that reduced average handle time by six minutes.
Previously, I led 24/7 payments support across 90+ offshore agents and three vendors, improving first response time by over 35% in 30 days. At Henry Meds, I scaled support from one 10-person team to nine teams of 100+ employees, achieved 0% attrition in the first year, and increased customer retention by 33% within 30 days.
I'm a relationship-focused leader who uses operational data, training, quality assurance, and clear policies to improve customer experiences and help teams grow.
