For over a decade, I’ve thrived in customer service, offering compassionate, dedicated support to boost product literacy and retain patronage. Throughout this time, I've become a better bridge between the customer and the product teams, honed soft skills—like communication, critical thinking, analysis, and decisiveness. I’ve built skills integral to being a well-rounded leader, collaborating to learn, teach, synthesize, and disseminate information succinctly and thoroughly so that expectations are clear and problems are understood as we work together to solve them.

I’ve learned to lead as needed but excel at fostering/participating-in an environment of cooperation and optimal satisfaction for everyone. Working in cross-functional teams, I've lead and collaborated to make major structural changes to the organizations and departments I work within, improving efficiency, internal employee career growth, employee retention, and company culture. I lead by doing and by asking that others do the work with me, knowing that each of us can add value and necessary perspective that enriches the end product.

Project Leadership and Cross-Team Collaboration:

• Global admin of the Customer Operations Code Camp: a 5-week intensive custom coding (primarily Python) curriculum which uplifts folks in Customer Support roles and prepares them to advance into more technical support or engineering roles through direct engineering mentorship and collaboration.

• Sets agenda and delegates all preparatory work for Global Code Camp Class across 3 locations (NYC, Portland, Dublin), manages timeline to deliver a consistent and enriching class experience for each cohort.

• Collaborates with Engineering, Customer Operations, Leadership, and Product Support departments to coordinate curriculum, teachers, teacher’s assistants, participant applications and approval, and weekly cross-organization syncs to align work with initiative goals.

• Developed multiple trainings on workflow optimizations and best practices delivered during global office meetings which required input and sign off from multiple teams and leadership.

• Management experience with retail sales staff, balancing store maintenance, training, and sales through delegation and collaboration.

• Boosted sales beyond projected goals at underU4men through procedural restructuring, individual-focused training, technical workflow documentation, inclusive/communicative delegation of expertise and responsibility.

Efficiency and Workflow Optimization:

• Identified key interaction topics/subtopics in which customer questions required low-skill replies from advisors. Delivered these findings and helped implement platform and workflow changes which reduced incoming customer support ticket and chat volume for one top-level topic by 25% and inquires in a related subtopic dropped 65%. This made strides towards an overall 15% reduction in all customer support volume for low-skill interactions.

• Gamified a support chat platform feature to better engage folks using chat to contact customer care in selected topics. Used chat waiting/on-hold messages to ask customers to gather specific information, like screenshots, to help our team investigate issues as they waited for an advisor to enter chat.

• Implemented an automation triggered when a bug ticket meeting specific parameters is closed. The automation sends a documentation request to the technical writing/documentation team that pulls all relevant data from bug ticket: which includes a summary, description, and closing comment from the Product Support Lead on why the reported bug represents expected platform behavior.

Improving Company Culture and Engagement:

• Oversaw 2021 Gay Pride Month programming for the Portland office. Helped bring together multiple performers for a Global Pride Revue; organized, corresponded with, and collected work from a dozen queer creators to create a zine showcase of local Portland Artists and Businesses to distribute to the office; delegated effectively to bring in an additional intersectional Queer pride discussion panels as well as a virtual showing of a Portland Thorns game.

• Co-created and co-developed 2 major team-based projects with teammates while in the Customer Operations Advisor role:

1. Quality Ambassador Metrics Program (QAMP) which targeted and met an EOY2017 goal of improving team-wide email accuracy quality review scores from 75% to 90% through semiweekly review of pain-points, policies, and team-based quality reviews of interactions.

2. Positivity and Assists Project which documents positive comments from customers (with or without rating) in interactions to foster a community of positivity towards customer service. The assists track team-based support within team lac room to encourage and recognize those who help a teammate with product knowledge, support through tough topics, and advanced troubleshooting.

Product Support Lead, Product Solutions - Squarespace

December 2021 - Present

I manage the support strategy for product releases from Squarespace’s Digital Products and Services product teams. As part of this, I facilitated the launch of videos pages, the first new page type Squarespace had released in over 2 years. I created and managed trainings, aligned support leadership and teams with the support strategy, drafted and published announcements throughout each stage of the process to equip support with ample knowledge of this release and new platform feature. From ideation, to roadmap, to minimum viable product, to beta, to general availability, I made sure customer operations needs were understood and the support organization’s work load and resource needs were met. I do this on a smaller scale within each of my product team’s sprint, communicating each team’s output and managing support strategy, documentation, and driving internal policy for each iterative release.

As a global admin of the Customer Operations Code Camp, an initiative which helps teach code to folks in support roles to prepare them to advance into more technical support or engineering roles, I deliver satisfaction through calendar and event management, meetings that cover strategic planning and OKR setting, and retrospectives to improve processes and results.

Senior Product Specialist, Product Solutions - Squarespace

December 2018 - December 2021

As a Product Specialist, I triaged reports and escalations specific to the Commerce and Marketing tools product areas to help identify, manage, and track advanced platform issues for product teams. This requires frequent and direct communication with engineering teams, structured project management, and candid feedback to help reduce inefficiency and optimize fixes and results.

In the Senior Product Specialist role, I oversaw larger initiatives within the company, helping find automated solutions for time intensive manual processes, product changes to reduce customer confusion, and policy changes to make customer support more efficient. I am a certified Scrum Master who works across numerous teams to manage projects that better the customer and support experience.

Customer Operations Advisor - Squarespace

April 2016 - December 2018

Dedicated live chat and email support meeting required pace, quality, and customer satisfaction metrics. Demonstrating excellence in empathy and direct problem solving, working customers through troubleshooting, taking each interaction with the particulars of the individual’s needs and goals and always delivering resolutions when possible.

Store Manager - UnderU4Men "designer men's underwear"

April 2008 - April 2016

Scheduling, Personnel Management, Trainer, Internal Procedure Technical Writer, Buyer, Merchandiser, Copy Writer, Social Media, Sales Associate.

Focus: English Literature

Minors: Writing, Philosophy, Gender Studies