About
I am an accomplished operations and customer service leader with over 11 years of experience driving performance, building teams, and strengthening client relationships. At Bold Business, I serve as a Customer Success Manager, where I oversee daily operations, ensure program profitability, and partner closely with clients to deliver on key performance goals.
I bring deep expertise in developing customer service strategies, implementing performance improvement plans, and coaching teams to exceed expectations. I have the ability to analyze trends, translate client requirements into actionable insights, and maintain strong communication across departments. My leadership style emphasizes collaboration, professional development, and creating positive, engaged teams.
Throughout my career, I have managed large-scale customer support operations, designed certification and training programs, and successfully led initiatives that improved efficiency, client satisfaction, and revenue performance. I am passionate about fostering growth in others whether it’s mentoring my team members or helping clients achieve their goals.
Experience
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Customer Success Manager – Bold Business
Oversees daily operations for client programs, ensures profitability, and manages performance across customer success teams. Implements KPI-driven strategies and fosters client partnerships.
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Operations & Customer Service Leadership – Multiple Programs
Designed certification and training programs, reduced escalations, and improved quality scores. Built and coached teams to meet SLA and revenue targets across telecommunications, e-commerce, and nonprofit sectors.
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Team Development & Mentorship
Recognized for creating positive, high-performing environments, mentoring frontline teams, and driving measurable improvements in CSAT, retention, and revenue.
Work Philosophy
Drives client success by optimizing customer service operations, improving KPIs with AI-enabled tools, and building high-performing teams.
