CAREER HISTORY
Senior leader across operations, product & customer experience
Senior leader with 18 years of leadership experience within a 30-year professional career, including 25+ years in wireless telecommunications. My career spans customer service, technical support, contact-center and vendor operations, workforce planning, enterprise operations, product management, digital commerce, and customer experience. I bring a practical ability to connect frontline realities, technical possibilities, and business priorities, then lead teams toward measurable outcomes.
Every role from 1996 to the present is included below. Several roles overlapped as responsibilities expanded within UScellular.
Lead content and merchandising across consumer web and app experiences, including customer journeys through the UScellular transition.
Led the sunset of UScellular purchase flows and prepaid service journeys. Built “Better Together” and “Joining T-Mobile” experiences, with payment, FAQ, and account content supporting the transition.
Bringing content, analytics, customer feedback, and cross-functional delivery together to improve shopping and self-service experiences.
Directed cross-functional releases, including a major deployment with no launch-day issues.
Owning web and app product strategy from discovery and roadmap planning through launch, adoption, and ongoing improvement.
Connecting customer operations and technology: translating frontline needs into requirements, priorities, testing, and system improvements.
Led workforce planning, capacity management, and operational coordination across internal and partner care teams.
Managed day-to-day performance and issue resolution across domestic and international vendor teams.
Oversaw analytics, workforce planning, communications, and quality assurance for care-center operations.
Led technical-support teams across calls and offline support, strengthening performance, engagement, and retention.
Partnered with domestic and international vendors to improve service delivery, issue resolution, and SLA outcomes.
Led inbound, outbound, chat, and offline support teams, with a focus on customer retention and associate engagement.
Led reporting, resource planning, and quality work to support high-performing care-center operations.
Led data technical-support operations, applying customer insight and performance management to complex service work.
Coached associates to resolve complex issues, improve performance, and build customer loyalty.
Led and mentored technical-support teams, developed training materials, and maintained service-level performance.
Supervised and mentored customer-service teams, developing action plans and monitoring performance.
Resolved wireless data, device, billing, messaging, switch, and network issues for customers.
Handled high-volume customer inquiries, needs analysis, and account support for cellular products and services.
Delivered high-volume, real-time text messaging with speed, accuracy, active listening, and a professional customer tone.
Helped customers select electronics, processed transactions, and maintained merchandising standards.
Worked across customer service, inventory, merchandising, product quality, and new-employee training.
Bachelor of Science in Business
University of Phoenix · 2025 · GPA 3.76
Generative AI Professional · Google · 2026
AI on Azure · Skillsoft · 2026
Adobe Experience Manager · Google Analytics 4 · Contentsquare · Figma · SEO/SEM · HTML/CSS · CRM & ERP platforms · Genesys · Avaya · Aspect eWFM · Digital commerce · Billing and contact center systems · Wireless telecommunications · AI platforms