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
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Latest Posts
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Engaged, empowered teams are the magic ingredient for high velocity support with operational muscle
Organizational leadership that creates enduring team engagement is vital to connect customer support strategy and operational strengths into a powerful synergy around product differentiation, customer retention and brand…
4 min read
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Operational Capability- The Spark That Ignites Everything
With a strategy in place, operational capability and management becomes key to execution- finding the right levers to move the right things in a dynamic environment and being…
4 min read
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Why customer support is a vital part of brand promise
How customer support can amplify a brands value proposition and drive customer retention (or churn) in very real ways.
4 min read
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How we built a winning support strategy
Our Advanced Tier and Enterprise support teams, part of the organization I led, were struggling to deliver against the needs that customers- and the broader customer support division-…
4 min read
