VP of Customer Experience and People Operations

Results-driven leader with extensive experience in building employee engagement, customer loyalty, innovation, strategy, and building high-performance teams. 10+ years of project management and consulting for business needs. Dynamic leader accomplished in designing and implementing strategies that enhance organizational growth and sustainability. Expertise in organizational change management, developing organizational programs, and projects that support developmental goals and procedures that maximize business success.

QUALIFICATIONS

Extensive experience with SaaS protocols, e-commerce, and blockchain digital operations

Implemented Objectives and Key Results strategy and executed on 100% adoption across the company

Core partner to every business unit and function with vast experience in leading a global team in China, Germany, London, South America, Canada and US

Series A and Series B experience with $1 billion in market cap

Ability to establish effective cross-team and cross functional partnerships to drive cross-team initiatives

Adept at solving problems that span business and technology for B2B and C2B clientele

Proven record of attracting, retaining and growing exceptional software engineers and customer service professionals

Proficient with conflict management and advocacy skills

Experience with Six Sigma, lean and design thinking

Highly technical with project management and vendor management

Scoped and implemented tools and new technology including but not limited to knowledge management system, NPS/CSAT software, and CRM.

Relationship oriented: Able to build strong rapport with a variety of people

Entrepreneurial self-starter who appreciates challenges and can work with ambiguity

Proficient in Microsoft Office such as Excel, Word, and Power Point

Excellent organizational, interpersonal, and communication skills (written and verbal)

Ability to navigate data and leverage analytics to make decisions

Strong negotiating skills with the ability to influence internal and external stakeholders

A collaborative personality, comfortable in an unstructured, creative setting: both a team player and a leader who works well with all personality types

EXPERIENCE

Vice President Operations Nov 2019-Present

Worldwide Asset eXchange (wax.io) - Remote

Responsible for organizing and leading the Executive and Leadership teams to identify areas of opportunity and differentiation. While enhancing and overseeing business operations and human resources

Ability to systematically establish effective teamwork mechanisms. Develop and implement plans for the operational framework, processes, and personnel designed to accommodate rapid growth. While managing and motivating the performance of high-performance teams through motivation and transformational leadership

Expertise in cultivating and nurturing a spirit of collaboration and innovation across the organization

Consistently evaluate business procedures against organizational objectives and regularly apply improvements

Director of Customer Relations & People Operations October 2017 – Nov 2019

OPSkins (Gaming Market - ecommerce) / WAX (ICO, Block-Chain Technology) - Remote

Determine and execute on strategic direction of Customer Support, Fraud, Social Media/Community Management and Customer Success Management Teams 24/7x365 global support environment (teams in China, Europe, Canada and North/South America)

Scoped, and installed several CS tools and instituted Operational Mechanisms

Expanded business footprint with existing clients. Aligned client’s short- and long-term strategies with client to maintain and expanded revenue.

Provide leadership and facilitate escalations, resolution of complex technical issues with internal departments, and customers including, website solutions, and product software issues

Analyze complex variables, data and tools to implement strategies that improve staff performance and client satisfaction

Manage issues and communicate technical interfaces between clients, strategic partners and all internal departments

Set Gold Standard Service during ICO and KYC phase of token generation

Provided direction and strategy on Block Chain support

Started our first warehouse and created policies, procedures and hired the staff to execute on the warehouse responsibilities (85% sneakers from digital to real life items)

Partner with CTO, CFO, and VP of Marketing to establish strategic plans, operational & financial objectives to unlock productivity and accelerate execution

Drove the operational cadence for several departments, developed, measured and track critical KPIs and present findings and actionable insight

Acted as a conduit and change agent between the business and support teams

Contributed to major multimillion-dollar initiatives across operations and enablement teams

Resource management and capacity oversight

Technical Support Manager August 2012- September 2017

Digital Insight a NCR Company - Remote

24/7x365 operational support environment

Hire and develop key talent and manage performance

Developed and sustained employee engagement programs such as career growth & conflict management

Plan and drive succession planning, leadership development and effectiveness

Support business talent strategies and build a diverse culture

Workforce planning, career development and organizational effectiveness

Provide detailed metrics and analytics derived from business focused KPI’s to illustrate service level success or failure while showing trends and statistics that provide value to the business

Develop policies and procedures for all common requests or incidents that outline how problems are identified, documented, assigned and corrected

Perform gap analysis and validate of current process and procedures to ensure current and optimized workflows

Process improvement methods

Led and contributed to business development initiatives including culture building, internal community involvement, eminence, recruiting and engagement

Created career mobility opportunities through program management and workshops

Develop and execute organizational change management activities as required by projects such as but not limited to, drafting communication materials, creating and delivering training materials, implementing workforce transition plans and readiness surveys

Partner with cross functional teams to reduce volume and escalations

Outstanding project management skills with proven ability to resolve client issues quickly and accurately

Use knowledge of the needs of the business to create relevant interviewing criteria

Proactively create and leverage numerous channels to increase the diversity of applicant pools

Promote organizational development & effectiveness

Contribute to company retention strategies and sustaining culture

Analyze recruitment & attrition metrics to identify trends, and strategies for improvement

Ensure a best-in-class experience for both candidates and hiring teams

Customer Service Senior Manager May 2007 - August 2012

Digital Insight an Intuit Company, Westlake Village, CA

Increased Net Promoter Score from 29 to 70 (well above industry standard)

30% decrease of vendor escalations

99% participation for voice of employee program with scores averaging 88-93

Expand and led support model change which improved resource efficiency

Inspired customer service managers to build high performance teams

Led training, learning and development best practices to create a great employee experience

Managing and leading a diverse team of technical and non-technical support staff

Planning, staffing, directing, managing cost, schedule and performance of assigned programs, and personnel within parameters for logistics functions

Coordinating preparation of SOP, specifications, scope of work for production, operating budgets for all assigned personnel, workload planning and forecasting

Facilitating internal and external partnership/communication efforts designed to achieve business objectives

Determined customer life cycle support requirements for various software products

Development and mentoring of current and new employees

Practice change management best practices for a great employee experience

New staff onboarding and workforce management

Facilitated company-wide innovation competitions and brainstorming sessions

Client advocate and apply defined practices, procedures and policies to triage, troubleshoot and resolve

Translate organizational goals and objectives into actionable items for individual employees

Led enterprise-wide performance management and succession planning initiatives

EDUCATION

Master’s in Psychology, Industrial and Organization

California Southern University (Graduate)

Bachelor of Arts, Psychology, Human Factors

California State University, Northridge (Graduate)

Associates Degree, Behavior & Social Science

Pierce College, Woodland Hills (Graduate)

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