June 2026–Present

February 2026–June 2026

December 2025–Present

Independent branding and web design studio creating identity systems and websites for portfolio projects and select clients.

August 2024–Present

Established a boutique customer experience consultancy providing CX strategy and operational advisory services for e-commerce brands.

December 2025–Present

April 2025–August 2025

Provided hands-on support for contractors and Pro customers by loading and organizing building materials in a high-volume retail environment. Operated reach-lift equipment with active certification while maintaining safety standards, efficiency, and consistent customer service.

February 2023–April 2023

Served in an executive role responsible for evaluating strategic partners, assessing business legitimacy, and preparing partnership opportunities for internal review during a period of organizational transition and undefined ownership.

March 2022–February 2023

Led customer experience strategy in partnership with executive leadership, aligning experience, technology, and operational initiatives across digital channels. Managed key CX programs, platform modernization efforts, and cross-functional vendor collaborations to strengthen automation, retention, and customer insight.

April 2018 – March 2022

Directed enterprise-wide CX operations and modernization initiatives, leading service stability, technology transformation, and financial recovery efforts during periods of rapid organizational change. Oversaw global support programs, platform migrations, risk mitigation, and customer-facing policy ownership across multiple functional areas.

December 2016 – April 2018

Directed customer experience operations across all contact channels and support functions. Built foundational performance management processes, reporting visibility, and operational structures to strengthen accountability, elevate service standards, and support scalable CX growth.

October 2013 – December 2016

Led strategic business process initiatives focused on redesigning CX systems, workflows, and policies to support long-term scalability and operational health. Gathered frontline feedback to identify systemic gaps, developed executive-level process blueprints, and defined future-state recommendations that aligned technology, operations, and customer experience.

July 2012 – October 2013

Directed customer experience operations during a foundational growth phase, establishing scalable systems, benchmark service standards, and performance structures that strengthened operational efficiency, financial discipline, and service quality across all contact channels.

June 2011 – July 2012

Managed CX operations and business planning for a 100+ employee support organization during a period of major modernization. Led implementation of UCaaS and Workforce Management platforms, strengthened PCI compliance, and developed operational documentation and training infrastructure to improve efficiency, accuracy, and service quality.