SUMMARY //
With over two decades of experience leading high-performing customer success teams, managing complex, cross-functional initiatives, and building high-impact membership programs, I specialize in driving engagement, retention, and long-term customer loyalty. Over the past eight years, I’ve maintained an impressive 98% client retention rate, a testament to my ability to foster deep relationships and deliver measurable business outcomes.
As a strategic and results-driven leader, I excel at aligning internal and external stakeholders to create seamless, high-value customer experiences. Through persuasive and visionary communication, I drive collaboration, set clear expectations, and ensure organizations exceed customer expectations—fueling growth, retention, and brand advocacy.
Personality and Tech Skills //
Kolbe A™ Index Score: 8562 - A Talent for developing unique strategies, prioritizing opportunities, and dealing with the unknowns in complex problems; thriving when quantifying an opportunity and prospecting for ways to enhance it. View the full report here.
Personality Type: INFJ - Creative nurturers who have a strong sense of personal integrity. You help others find original solutions to complex personal challenges. While typically reluctant to share your thoughts and feelings, you excel at identifying others’ emotions and motivations.
Dedicated team player and problem solver; excels at individual conflict resolution, understanding and dissecting others’ thoughts and feelings concerning the conflict. With a strong sense of responsibility and superior listening skills, people trust you easily.
Tools & Software
Asana, Airtable, Cvent, SharePoint, Basecamp, Monday, Trello, Jira, Slack, Microsoft Teams, Wrike, Workfront, MS Project, Infusionsoft, Salesforce, WordPress, Joomla, Drupal, BigCommerce, MailChimp, Shopify, Canva, Wix, Hubspot, Buffer, Sprout Social, Agora Pulse, Refersion, OneNote, Google Workspace, BambooHR, Mural, Lucid Chart, Adobe Suite, EventBuilder, and Outlook.
Education //
Western Center for Technical Studies
Computer Science
Montgomery County Community College
Art Education and Graphic Design
Temple University
Business and Graphic Design
Current Work Experience //
Director of Customer Experience
7/2018-Present
-
Consistently delivered a world-class customer experience, driving a 98%+ retention rate and fostering long-term client loyalty.
-
Defined and optimized the customer journey, ensuring seamless execution, increased engagement, and measurable satisfaction.
-
Drove a 35% revenue increase in two years by strengthening client retention strategies and streamlining project management operations.
-
Oversaw Program and Project Team P&L, increasing profitability by 10% in two years through strategic cost optimization and operational efficiency.
-
Led the execution of 5-10 high-impact projects simultaneously, leveraging Asana and AirTable to enhance cross-functional alignment and operational agility.
-
Owned and executed end-to-end event strategy, making final decisions on venues, contract negotiations, budgeting, and logistics to maximize resources and ROI.
-
Developed and implemented internal scorecards, transforming complex data into actionable insights that informed key leadership decisions.
-
Led and mentored a high-performing team of 6-10, cultivating leadership development and strengthening executive capabilities.
-
Architected and optimized client onboarding and offboarding frameworks, including a structured Exit Interview process to drive continuous improvement.
-
Established and tracked key project KPIs, creating a transparent reporting system that aligned stakeholders and enhanced accountability.
-
Designed and executed premier in-person events (6-8 annually), drawing up to 1,200 attendees and achieving a best-in-class 75+ NPS.
Project Management & Event Specialist, Microsoft 11/2020-Present
-
Executive consultant for Microsoft Worldwide Learning (WWL), advising on and producing large-scale events exceeding 10,000 attendees.
-
Train and guide the WWL team in project management methodologies, ensuring the seamless execution of high-profile events for Microsoft senior executives.
-
Develop user-centric event registration systems on Eventbuilder, enhancing attendee experience and streamlining operations.
-
Champion emerging event technologies, collaborating with Microsoft studio teams to produce high-quality video content and drive innovation across the organization.
-
Government security clearance, ensuring the secure handling of classified information in high-stakes environments.
-
Oversee the creation of KPI dashboards, providing stakeholders with data-driven insights into project success and strategic decision-making.
-
Spearhead event launches, developing comprehensive project briefs, and leading cross-functional teams of 10-20 professionals.
-
Ensure stakeholder alignment throughout the event lifecycle, facilitating seamless communication across internal and external teams.
-
Manage multimillion-dollar event budgets, delivering strategic financial oversight and presenting monthly reports on key performance metrics (NPS, RIS, NSAT).