Hi there,
I'm Andy.
Customer Experience Leader
Technical Support | Digital Success | Customer Education | Operations
Boston, MA USA
Career Highlights
Builder of high-performing, remote & international teams - 25 people across 3 functions including Director-level, reporting to C-level - with a startup work ethic
Delivered top-tier results including 70 NPS, 97% customer satisfaction, 90-minute first reply times, lowered time-to-value & churn, 60%+ self-service rate, 2x Stevie Winner (Bronze & Silver), eBay marketplace seller recognition
Experienced project manager with successful migration to Zendesk, launch of cobrowsing tools, AI chatbot, anti-fraud capabilities, "certified pre-owned" marketplace, customer academy & more
"If you're trying to build a team to deliver an awesome experience, forging new ground, in a resource constrained environment, you want to count Andy in."
Thos Niles, VP Customer Experience Gazelle (via Linkedin)
Impactful Projects
Customer academy on Learnworlds LMS with persona-based courses including "getting started" courses to help scale customer onboarding, 1000+ learners in the first 6 months [link]
Embedded AI chatbot & feature announcements to provide optimal customer experience, powered by 700+ articles, videos & guides in the help center [link]
Migration to Zendesk with customized workflows including fields to track ticket topics, requests, and integrations to save time & empower team members to offer a "one more thing" suggestion
Personalized "month-in-review" email & personalized video with a mailing list of thousands to encourage adoption and engagement
Collateral for new customer onboarding to accompany a new process that reduced onboarding from 60 to 40 days
Voice of the Customer program incorporating NPS, Surveys, issue severity scoring, and distribution of insights - achieving 70 NPS and marketplace awards
"Andy is a star, and he is the main reason why Customer Service is one of Workable’s main competitive advantages."
Thanos Markousis, COO Workable (via Linkedin)
Other Interests
👷 DIY Warrior
2x Cat Dad 🐱
🏫 Lifelong Learning & MBA Candidate
Tech Nerd 🤖
🎺 Band Geek