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
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
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.
Scaling Teams with Purpose
Customer Onboarding Program
Redesigned Unboxing Experience
Customer Training Academy
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….
Personalized Customer Communications
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…
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….
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…
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…
Get In Touch
Open to new opportunities, interesting challenges, and good conversations. Reach out anytime.