Welcome to my Blog about all things CS!
About me
I’m an innovative leader, and have built and scaled service operations to create support customers love, delivered by high performance teams. My professional journey started in support at Microsoft, a dream job for an incurable problem solver, gearhead & geek. I grew into team management, product lifecycle operations, and customer support leadership. Today, I’m an experienced SaaS Customer Support leader with strengths building and scaling high performance organizations, iterating operational capabilities, and innovating strategy to align and amplify product value and business outcomes, using strengths in data analysis to derive business insights and inform process improvement. Connecting it all is my passion for integrating customer support with the product and brand value ecosystem.
Senior Director, Customer Support | Head of Support | Director, Customer Care
I post additional timely topics on LinkedIn, connect with me there! LinkedIn
Filter my posts by topic or view them all below
Latest Posts
-
Feedback at scale: the key to a better customer-led strategy
[Originally posted August 21, 2024 via LinkedIn] Successful products are no longer just about innovative features or good marketing. Today, differentiators lie in how well a product aligns…
4 min read
-
The powerful simplicity of operational playbooks
[Originally published April 12, 2024 via LinkedIn] Service delivery operations such as customer support have a million moving parts (it can seem) all happening in concurrence. Forecasting, capacity,…
4 min read
-
Igniting Cross-Team Collaboration
Collaboration is important, but building strong cross-functional relationships isn’t just about communication—it’s about creating real impact. When stakeholders from different functions come together with a shared purpose, that’s where…
4 min read
-
Problem-solving isn’t always about finding a magic silver bullet
I mean, we want it to be (just once!) – but often the best solutions come from trying, refining, tweaking, and iterating to find the right mix of…
4 min read
-
How our Lean process improvement created real ROI and drove huge value to customers
Don’t be intimidated about using a Lean framework to find and fix process pinchpoints- the business ROI and customer value will be more than worth the effort.
4 min read
-
The future of customer support and service as a value driven function
I’ve been telling several friends and colleagues lately how I really feel like right now feels like one of the most exciting times to be in customer support, with so many foundational…
4 min read
