Hi there,
I'm Andy.

Customer Experience Leader
Technical Support | Digital Success | Operations
Boston, MA USA

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Career Highlights

Builder of high-performing, remote & international teams - 25 people across 3 functions including Director-level, reporting to C-level - with a versatile, startup work ethic and high technical fluency
Delivered top-tier CX and business results: 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 recognition
Experienced operations & cross-functional project manager providing VoC input to strategic initiatives, successful migration to Zendesk, launch of 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]

Groundbreaking public dashboard with live support stats to share with customers, featuring 97%+ CSAT and reply times [link]

Redesign & testing of packaging as part of shipping program management, led to higher conversion at a lower cost [article]

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
Tech Nerd 🤖
🎺 Band Geek

Current Endeavors

AWS AI Practitioner certification + AI data annotation
100 days of Python challenge
Part-time MBA student

Google Sites

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Hi there, I'm Andy.

Career Highlights

Impactful Projects

"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)

Hi there,
I'm Andy.

"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)