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
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Customer Support, CX and Brand Promise (Keynote)
[Originally presented 7/19/2023 to the Customer Support/Customer Success Executive Network]
4 min read
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Employee Career and Skills Development = People and Business ROI
The ways in which a support team enables career development creates high employee engagement and key customer experience assets
4 min read
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How knowledge based platforms in customer support can dramatically increase customer satisfaction and lower support costs
Even with a lot of very smart and capable support engineers, too much depth information living in their heads or in notes they curate in silos will cause…
4 min read
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Connecting Customer Support with Product Strategy
Customer support that’s integrated into product strategy and executed well can become a valuable differentiating “feature”. Here are some tangible ways organizations can introduce and integrate support into…
4 min read
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Beyond Generative AI: Using Data AI Solutions for powerful, real-time Customer Support data capabilities
There is a lot of good work and conversation around the benefits generative AI can bring to the Customer Support space, particularly in knowledge, content, chat and adjacent…
4 min read
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Northstar KPIs are essential now more than ever in todays rapidly changing data
What are your Northstar KPIs, the one or two specific metrics that you rally around, that really show if you’re going the right direction at the needed velocity?…
4 min read
