Experience that scales, adapts, and delivers.

PROFESSIONAL EXPERIENCE

At Smartaira, I lead the Customer Experience function with a focus on improving service delivery, customer retention, and operational efficiency. I oversee support operations, field services, and performance analytics, working to align internal processes with the needs of both property partners and residents. My role includes developing scalable systems for issue resolution, implementing self-service tools, and optimizing our contact center structure. I also partner with other leaders to drive cross-functional improvements that reduce friction, strengthen communication, and support our long-term growth.

VP, CUSTOMER EXPERIENCE - Nov. 2024 - present

VP, CUSTOMER SUCCESS & GROWTH - Contract

At CollabNow, I supported the early-stage growth of a SaaS platform focused on team collaboration and productivity. My work centered on shaping the customer onboarding experience, refining go-to-market strategies, and building feedback loops between users and product development. I created messaging, training content, and customer-facing workflows to support adoption and retention. I also worked closely with leadership to define customer success metrics and identify opportunities to scale support as the platform evolved.

FOUNDER / LEAD CONSULTANT - Sept. 2023 - present

Through Elevating Everyone, I provide consulting, facilitation, and speaking services focused on leadership development, employee experience, and operational alignment. I partner with organizations to improve workplace culture, build leadership capability, and drive measurable business results. My work includes custom workshops, strategic planning sessions, and employee experience assessments designed to identify gaps and activate growth. I also speak at conferences and industry events, sharing practical tools and insights that help teams lead with clarity, empathy, and impact.

VP, SUPPORT EXCELLENCE - 2000 - Dec. 2023

At Comcast, I spent more than two decades leading customer service operations across a wide range of functions and geographies. I directed large, high-volume teams and was responsible for driving performance across inbound support, field operations, and executive escalations. I designed and implemented the company's first remote call center model, built training and leadership development programs, and introduced process improvements that reduced costs and improved customer satisfaction. My focus was always on creating scalable systems, developing strong leaders, and delivering a better experience for both employees and customers.