Scaling customer experience for high-growth consumer brands.
Senior CX and support operator with a track record of scaling teams, modernizing Zendesk and AI workflows, and improving retention under rapid growth.
Operational scale delivered across high-growth DTC, subscription, and SaaS support environments.
15+
Years Experience
95+
Agents Scaled at Peak
1.5M+
Customer Tickets Resolved
89%+
CSAT Maintained
Experience across nutrition, supplements, meal replacement, DTC, eCommerce, subscription, SaaS, technology, education, and consumer support environments.
I am a Customer Support and Customer Experience executive with 15+ years of experience building and scaling high-performing support organizations across fast-growing direct-to-consumer, eCommerce, subscription, nutrition, supplements, SaaS, and technology businesses.
Most recently, as Sr. Director of Customer Support at Ka’Chava, I scaled the support function from a 1-agent operation to 95+ agents at peak growth, led operations through 1.5M+ resolved customer tickets, and maintained 89%+ CSAT across a high-volume nutrition, meal replacement, and subscription commerce environment.
My work sits at the intersection of customer operations, support strategy, AI-enabled self-service, Zendesk optimization, workforce planning, vendor leadership, KPI development, and Voice of Customer programs. I help companies turn support from a reactive function into a scalable operating system for customer trust, retention, and growth.
Transformation stories that connect operational change to measurable customer and business impact.
Ka'Chava
Built a multi-channel support operating model that carried the company from early-stage support into enterprise-level volume while preserving quality.
TeachPoint
Re-architected Zendesk workflows, self-service content, and agent operating practices to reduce support friction and improve resolution consistency.
Multi-Brand Advisory
Partnered with leadership teams to define governance, KPI ownership, vendor accountability, and AI-assisted support strategy across multiple brands.
After more than 15 years in customer support, customer experience, and support operations leadership, my next chapter is focused on broader executive ownership across Customer Experience, Customer Operations, Support, and Voice of Customer strategy.
I am especially interested in VP, Head of Customer Experience, Head of Customer Operations, and Chief Customer Officer-track roles where I can help high-growth DTC, eCommerce, subscription, nutrition, supplements, wellness, SaaS, and technology businesses scale customer-facing teams, modernize support through AI and self-service, improve operational efficiency, and turn customer insight into better product, retention, and business decisions.
My goal is to lead customer organizations that are not just cost centers, but strategic engines for trust, loyalty, retention, and growth.
Executive-level customer operations support across strategy, systems, AI-enabled support, team scaling, and performance management.
Design scalable support operating models that align people, process, systems, KPIs, and customer experience around business growth.
Design and optimize AI-powered support experiences that reduce contact volume, improve resolution speed, and help customers get accurate answers faster.
Build and scale support teams that can handle growth without sacrificing quality, consistency, or customer trust.
Optimize Zendesk and connected support tools to improve speed, consistency, reporting, and customer visibility.
Turn support data into actionable customer intelligence for product, retention, marketing, operations, and leadership teams.
Create accountable outsourced support partnerships that scale efficiently while protecting customer experience quality.
Open to VP and Head of Customer Experience opportunities, and selective consulting engagements for teams that need support operations built to scale.
