Career Profile

Mar 2023 - Mar 2026
 

Led operational improvement projects to ensure quality and enhance customer experience for Acuity Brand’s CX teams and partners.  

• Recognized as one of 50 associates chosen (company-wide) to take part in Acuity Associate Day in 2025. Selection is based on performance, leadership through values, and collaboration.

• Directed and implemented the AI Insights initiative, leveraging GPT-based models to summarize and analyze Five9 call data to aid in product and service improvements. 

• Implemented Salesforce Service Cloud for 15 business units within the Customer Experience organization, providing streamlined work assignment, escalation visibility, and 360 degree reporting of customer request insights and service performance.

•  Developed and launched Acuity’s new Voice of Customer (VoC) program using Qualtrics, enabling real-time collection of actionable insights across diverse CX touchpoints and customer segments. 

•  Led enterprise-wide Five9 telephony optimization initiatives, including IVR redesign, phone number consolidation, and Salesforce integration, improving call routing accuracy, and reducing customer effort across CX teams. 

• Partnered with team members and business partners to define the operational metrics and communication approach for recurring operating reviews. 

Nov 2021 - Dec 2022
 

Led strategy, development, and execution of over 50 process and technology improvement projects across Customer Experience functions within Boutique Fitness software vertical. Supervised team of Program Managers and Operations Specialists to execute customer support quality initiatives, communications campaigns, oversee ongoing programs, and lead CX operation enhancements. Managed technology implementations, including purchases, renewals, licensing, upgrades, installation, and ongoing vendor relationships to maintain and improve CX tech stack. 

·         Implemented transformational business processes for Support, Success, Onboarding, Leadership and Development (L&D), and Pro Services teams, including Knowledge Centered Service (KCS), Premium Support customer management, escalation management, release enablement, and cross-vertical payment support. 

·         Boosted employee and customer engagement through development and supervision of CX programs such as Hero employee recognition, Support Quality Assurance Program, and customer outbound communications operations. 

·         Drove CX operational efficiency by defining requirements, managing configuration, testing, and launching essential CX applications, including Salesforce, SharePoint, and Rise Up (LMS). 

·         Saved over $45K annually by leading tool consolidation and application licensing review initiatives. 

·         Enhanced visibility of customer support performance results through improved KPI reporting and analytics. 

Jul 2019 - Nov 2021

Defined best practice strategies, managed project plans, led programs, and implemented technology and process improvements to drive customer support campaigns for Service Excellence team of 150+. Provided customer service analytics to managers and leadership through development of reports and dashboards. Facilitated proactive automation campaigns.

·         Led company-wide implementation of Gainsight, enabling team members to plan, track, and analyze relational engagements to enhance customer experience.

·         Automated proactive customer outreach campaigns reducing team effort, expanding customer engagement, and increasing CSAT across 4K+ customer base.

·         Developed operations, tracking, feedback loop, and analytics for customer onboarding program (UKGPro Success Program) utilized by over 1.3K customer accounts, achieving 92% overall customer satisfaction.

Nov 2015 - Jul 2019

Supervised high-performing team of 12-14 customer success representatives to deliver exceptional customer experience within Core Customer Support and Account Management. Implemented operational improvements to gain support efficiency and optimize service quality. Managed customer escalations to provide solutions and establish strong partnerships.

·         Coached and developed team members to achieve personal and professional growth, supporting several promotions to leadership positions.

·         Fostered culture of excellence, achieving consistently high team CSAT, CES, TTR, and Resolution scores, with team members winning departmental awards for service.

·         Received Ultivate Superhero Award for UKG’s most impactful CX process improvement project in 2018.

·         Consulted management team as subject matter expert for Salesforce reporting and dashboards, document management, data collection and analysis, and quality checks.

·         Spearheaded department-wide internal operations improvement initiatives, including expense tracking, workforce capacity planning, and reporting insights.

Jan 2012 - Nov 2015

Led Quality Assurance organization for Lifeworks benefits outsourcing projects with focus on new customer implementation and open enrollment testing. Ensured best practice testing strategies were applied to each project. Implemented and maintained testing tech stack. Owned staffing decisions, provided leadership coaching to managers, oversaw project and people performance, and provided QA strategy consultation for prospective Lifeworks customers. 

·         Supervised over 10 large-scale, 4- to 6-month client implementations and re-implementation projects, ensuring on-time quality completion in accordance with customer expectations. 

·         Led all-team initiative to record and document established QA best practices, introducing “testing playbook” used by all quality assurance team members for test strategy, test case development, and execution. 

·         Designed QA role portraits outlining 45+ competencies, assessing team member skills and tracking development. 

·         Improved test management through implementation of Application Lifecycle Management (ALM) testing software. 

·         Developed and executed quality improvement strategy outlining plan for over 40 enhancement initiatives. 

·         Presented QA strategy at sales meetings and customer user conferences. 

JAN 2009 - Jan 2012

 

Guided 8-10 Quality Assurance Analysts to build test plans and execute functional and regression testing for customer implementations and open enrollments for Lifeworks benefits management platform. Coached / mentored team on benefits testing best practices. Organized and led QA project kickoffs, test plan reviews, and walkthroughs with team members. 

·         Spearheaded Subject Matter Expert project giving leadership opportunities to team members across all experience levels and boosting team performance. 

·         Developed QA analytics, displaying testing effectiveness across projects and improving testing strategy. 

·         Implemented test automation tools such as testComplete and Selenium to expand regression testing efforts. 

·         Initiated requirements improvement project, improving quality prior to testing. 

Morneau Shepell (SBC Systems)
Nov 2004 - Jan 2009
-Quality Assurance Manager
-Sr. Quality Assurance Analyst

 

Hewitt Associates (Aon) 

Jun 2001 - Nov 2004
- Business Analyst (Lead)

- Business Analyst