Hi, I’m Andy.

A Boston-based leader focused in Customer Experience and Operations, building scalable systems, seamless experiences, and empowered teams. Here’s More

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Career Highlights

  • Built and led high-performing, remote, and international team of 25 ICs and Managers across CX, Success, and Ops.
  • Delivered standout results: 70 NPS, 97% CSAT, 90-min FRT, lowered churn and time-to-value, 60%+ self-service rate, eBay marketplace recognition and two Stevie Awards.
  • Led cross-functional CX initiatives including migration to Zendesk, launch of AI chatbot, anti-fraud capabilities, “certified pre-owned” marketplace, customer academy & more.

How I Work

🧠 Systems thinker with technical fluency
Hands-on with AI and automation 🤖
🧭 Lead with clarity & curiosity
Startup grit x strategic execution 🛠️
❤️ Great CX is built on aligned teams and smart systems

About Me

👷 DIY Warrior
2x Cat Dad 🐱
🏫 Lifelong Learning
Tech Nerd 🤖
🎺 Band Geek

Resume/CV

Project Portfolio

I like work that solves real problems and makes things feel just a little easier—for customers and the teams supporting them. Here’s some of what I’ve done.

Voice of the Customer leadership

Integrated Voice of the Customer into key decision-making, incorporating NPS, Surveys, issue severity scoring, customer behaviors into synthesized insights. Integral to becoming top-tier partners with Indeed, eBay. Outcomes include achieving 70 NPS, higher CSAT scores and marketplace awards. The majority of…

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AI-Driven CX Experiments

I created a custom, AI-powered search experience that goes beyond basic chatbot responses or keyword-matching results for a magically better UX. This utilizes a vector database, custom UX, and OpenAI APIs to enable things like summarization and natural language filtering….

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Personalized Customer Communications

Led innovative retention strategies that leveraged customer health data and proactive, personalized communication throughout the lifecycle. Developed a “month-in-review” email and piloted personalized video campaigns.
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Data-Driven CX

Integrating data across sources and custom metrics, I led reporting for executives, team leaders, individuals, and even a unique public dashboard. Live Support Dashboard Additionally, I introduced measurements like health scores, pain index, support CSAT and topic tracking, and forecasting….

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Customer Training Academy

Launched a training academy on Learnworlds LMS with persona-based courses, including “getting started”, to help scale customer onboarding and reduce support volume.
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Customer Onboarding Program

Created new process for customer onboarding that incorporated automations, health scoring, and alerts. Along with updated collateral, this reduced onboarding from 60 to 40 days and with a smaller team.
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AI Chatbot & Self Service Transformation

Embedded AI-powered chatbot to answer 60% of tier 1 questions, powered by 700+ articles, videos & guides in the help center. Evaluated agent copilot tools as well. My role: documenting requirements, working across teams on implementation, and budgetary ownership. I worked with…

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Technology Implementation & Ownership

Led migration to Zendesk and created customized workflows like fields to track ticket topics, integrations to enable smooth collaboration, and customer context data to offer proactive suggestions. My role: I was a people manager, but also personally owned the team…

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“Andy is a star, and he is the main reason why Customer Service is one of Workable’s main competitive advantages.”
– Thanos Markousis Previously COO, Workable (via Linkedin)
“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 Previously VP Customer Experience, Gazelle 
(via Linkedin)
“Andy understands our products, customers, teams at an unparalleled level. One thing I’ve always admired from close and afar is his ability to create extremely efficient team processes to help everyone perform at their highest level.” 
– Ryan Varney Previously Head of Product Marketing, Workable (via Linkedin)

Get In Touch

Open to new opportunities, interesting challenges, and good conversations. Reach out anytime.

[Email Me]
linkedin.com/in/dyera
Boston, MA
USA, Earth
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