• Designed and implemented customer experience (CX) ecosystems by integrating empathy, data, and automation, leading to measurable ROI improvements, faster issue resolution processes, and enhanced decision-making for emerging brands.
• Built comprehensive end-to-end customer workflows and Voice of the Customer (VOC) dashboards to transform insights into actionable outcomes and drive operational efficiencies.
• Authored standardized SOPs to support rapid scalability without compromising quality or human connection while crafting AI integration strategies tailored to client objectives, brand identity, operational readiness, and future innovation goals.

• Directed Nashville-based operations encompassing Customer Service, Warehouse, Returns, Facilities, and Inventory during a pivotal organizational transformation, effectively eliminating a $6M backlog of 60k+ inventory units.
• Implemented AI-driven technologies (Gorgias AI & Flip AI) to streamline workflows, reducing escalations by 40% and enhancing first-contact resolution rates by 50%.
• Designed and documented Standard Operating Procedures (SOPs), trained staff on AI system utilization across departments, and developed operational dashboards that significantly expedited refund processing times by 30%.

• Led customer experience and logistics operations during the COVID-19 pandemic, balancing urgency and empathy to maintain the highest Net Promoter Score (NPS) in the industry for one of the few suppliers providing N95 masks and early COVID test kits.
• Scaled customer experience (CX) and logistics teams amidst global shortages, achieving top-tier Customer Satisfaction (CSAT) and NPS; designed training programs on COVID-19 testing technologies for healthcare professionals nationwide.
• Authored accurate, timely website updates, communications, Standard Operating Procedures (SOPs), government bid protocols, and compliance documentation to support medical partners and audit readiness.
• Spearheaded company-wide initiatives by implementing HubSpot CRM workflows, upgrading telephony systems, managing procurement processes, creating onboarding/performance tools, developing sales incentive programs, and hosting internal education sessions to enhance team motivation and organizational culture.

Played a key role in the launch of Autodesk’s BIM 360 Ops platform, authoring the official global sales playbook and designing Salesforce automations that improved consistency and follow-up. Partnered with cross-functional teams to align sales strategy, product messaging, and outreach cadence, increasing qualified opportunities by 58% and reducing sales cycles by 20%.

Led global operations and supply chain strategy, managing daily communication with teams in China, the UK, the EU, and the U.S. Designed NetSuite case management, reports, and dashboards to enhance inventory visibility and forecasting accuracy. Partnered with Flexport to build a custom logistics dashboard and worked directly with executives to oversee VOC analytics, major accounts like Verizon and Budget Rental Car, and the creation of the company’s core values and culture framework.

Completed the Introduction to Financial and Managerial Accounting course at Massachusetts Institute of Technology, gaining foundational knowledge in financial reporting concepts and managerial accounting principles to aid decision-making processes.

Completed a High School Diploma program with a concentration in Nursing Technology, gaining foundational knowledge in nursing practices and healthcare fundamentals.