Selected work
Projects that made things easier.
CX strategy, operations, and the systems behind them — for customers and the teams supporting them.
Scaling Teams with Purpose
Led a collaborative effort to define our team values and live by them — building a culture of growth and ownership, with many team members promoted from within.
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AI-Driven CX Experiments
Built a custom, AI-powered search experience — a Pinecone vector database and OpenAI APIs enabling summarization and natural-language filtering — and shipped it production-ready, caching, rate limits and all.
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Personalized Customer Communications
Led retention strategies using customer health data and proactive, personalized communication — a “month-in-review” email and personalized video that drove a 2× click rate over plain text.
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Customer Onboarding & Enablement
Rebuilt customer onboarding with automation, health scoring, and alerts — cutting it from 60 to 40 days with a smaller team — and launched a LearnWorlds academy that reached 1,000+ learners in six months.
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Voice of the Customer & Reporting
Turned NPS, surveys, and severity scoring into synthesized insight that shaped decisions — and built the reporting behind it — contributing to 70 NPS and top-tier partnerships with Indeed and eBay.
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Redesigned Unboxing Experience
Led a packaging redesign at a key early onboarding touchpoint — lifting conversion 4+ points and cutting costs 6%, with no increase in shipping damage.
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AI Chatbot & Self Service Transformation
Embedded an AI chatbot that answers 60% of tier-1 questions from 700+ articles, videos, and guides — cutting contact rate nearly in half and deferring 4–6 hires while the business grew.
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Technology Implementation & Ownership
Led the migration to Zendesk and personally owned the team's tech stack — custom workflows to track ticket topics, integrations for smooth collaboration, and customer-context data for proactive support.
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