I started by answering the calls. Now I build what answers them.

For ISPs, phone and cable providers, utilities, and any business with a busy support line. I worked at Qualfon and VXI, two global customer experience and BPO companies that run call center, sales, collections and back office work for brands in telecom, healthcare, retail, banking and energy.

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  Sprint, AT&T, T-Mobile, VerizonThe major US wireless carriers, each serving tens of millions of subscribers

  Customer Service Representative and Technical Support

  Handled account and billing calls for wireless customers: explaining bills, changing plans, fixing devices, and saving customers who called to cancel, ideally on the first call.

  • Bill explanation and disputes
  • Plan and feature changes
  • Device troubleshooting
  • Number porting
  • Retention saves
• FCC

  Lifeline programThe FCC program that gives qualifying low income households free or discounted phone service, known to many as the Obama Phone

  Customer Service Representative and Technical Support

  Walked applicants through eligibility and enrollment, often people who had never dealt with a government form before. Patience and clear, simple language.

  • Eligibility screening
  • Proof of benefits review
  • Enrollment
  • Annual recertification
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  AT&T DirecTV and U-verseSatellite TV plus AT&T's bundled internet, TV and home phone service

  Customer Service, Technical Support and Sales

  Supported TV, internet and phone customers from outage to upgrade, troubleshooting service and turning support calls into upgrades.

  • Outage and signal support
  • Technician appointment scheduling
  • Bundles and upgrades
  • Upsell on service calls
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  VXI Global SolutionsGlobal customer experience and BPO company running customer care, sales, collections and technical support for brands in telecom, healthcare, retail, banking and energy

  Subject Matter Expert (SME) and Top Performing Sales Agent

  Moved from the phones into sales and kept landing on the top performer list, then was promoted to Subject Matter Expert: the go to person on the floor for the hardest product, billing and process questions, backing up agents on live calls and helping new hires find their footing.

  • Live call support for agents
  • Escalations and tough accounts
  • Product and process expert
  • Floor coaching
  • Sales top performer

For online stores, consumer brands, restaurants, cafes, clinics and shops running a point of sale. I've supported online shoppers, led a field sales force, and sold the system that runs the counter.

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  Walmart.comWalmart's online store, including ship to home and in store pickup orders

  Customer Service Representative

  Solved online order problems for shoppers who just wanted their package, their refund, or the right item.

  • Order tracking
  • Returns and refunds
  • Missing or damaged deliveries
  • Pickup order issues
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  realme PhilippinesSmartphone, audio and AIoT brand built for young buyers, sold through malls, kiosks and retail partners nationwide

  Regional Sales Trainer

  Trained and led 200+ sales promoters across the region, the people who sell realme phones face to face in malls and stores. As a regional trainer I was among the first people to get hands on with every new phone before it reached the market, learned it inside out, then turned it into a launch playbook for the field.

  I didn't just present slides. I stood on the sales floor and showed my promoters how to sell: how to open a conversation, demo the camera and battery in the customer's hands, handle "it's cheaper next door," and close. My team started calling me the brain of the region, because whenever a question came up about a product, a promo or a competitor, I had the answer.

  • Pre-launch product training
  • New model launches
  • Live sales demos on the floor
  • Competitor comparisons
  • Product knowledge training
  • Floor selling and demos
  • Store visits and coaching
  • Sell out targets
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  StoreHubAll in one POS for F&B, retail and service businesses, used by 20,000+ businesses in Southeast Asia

  Account Executive

  Sold StoreHub to a steady stream of pharmacies, clinics, F&B businesses, cafes, retail shops and more, closing deals almost every day. I took each owner from the first demo to opening day, then handed them a system their staff could run. One of the team's top performers, mostly on annual plans.

  “Fast learner & was able to close several deals within her first 30 days.”

  ↑Top

  • Discovery and demos
  • Proposals and closing
  • Annual plan deals
  • Salesforce pipeline
  • Menu and inventory setup
  • Hardware and go live
  • Owner and staff training

For clinics, dental offices, long term care, home health and hospice, and healthcare staffing agencies. I know how sensitive these calls are, and how fast a missed one costs you a patient or an open shift.

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  Anthem Blue Cross and Blue ShieldOne of the largest health insurers in the US, covering employer, individual, Medicare and Medicaid members

  Member Services Representative

  Helped members understand their coverage and claims while protecting their health information on every call.

  • Benefits and coverage
  • Claim status
  • Eligibility
  • Member ID verification
  • HIPAA privacy
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  Clipboard HealthStaffing marketplace connecting 6,500+ workplaces with a million nurses, CNAs and other professionals to cover shifts in long term care, hospitals, dental and home health

  Customer Support Representative

  Supported both sides of the marketplace: workplaces trying to fill shifts, and professionals trying to book, change or get paid for them.

  • Shift booking
  • Call off coverage
  • Credential and document checks
  • Timesheets and pay questions
  • Facility support

For property managers, leasing teams, brokers, probate and estate attorneys, and venue or rental hosts. People are handing you their home, their money, or their family's estate.

• Probate

  Probate real estate, law firmSelling homes that belong to the estate of someone who has passed, through the court process

  Real Estate Case Coordinator

  Helped families through property sales at one of the hardest moments of their lives, keeping every step organized for the attorneys.

  • Heir and executor outreach
  • Property intake
  • Case follow up
  • Document tracking
• Common

  CommonNew York based coliving and rental operator that managed 48 multifamily buildings in 9 US cities, including its Kin family housing and Noah workforce housing brands

  Sales Development Representative (SDR) Manager

  Led the sales development team turning rental inquiries into tours and signed leases, for both private rooms in shared coliving suites and traditional apartments.

  • Speed to lead
  • Tour scheduling
  • Applicant follow up
  • SDR coaching and QA
  • Salesforce and Twilio Flex
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  GiggsterLos Angeles marketplace for booking 50,000+ homes, studios and venues for film shoots, photo shoots, parties and events

  Customer and Host Auditor

  Reviewed hosts and guests to keep the marketplace safe: checking listings, bookings and conduct so both sides could trust each other.

  • Listing audits
  • Booking review
  • Trust and safety
  • Damage and dispute follow up

For agencies, SaaS companies, B2B service firms and sales teams that need more qualified meetings. This is where I learned to turn a messy process into something a new hire can follow on day one.

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  CallboxCall center and contact center with 20+ years and 15,000+ clients in 60+ countries, running B2B and B2C campaigns: outsourced SDR teams, appointment setting, lead generation, social media, data and multichannel outreach for software, SaaS, cybersecurity, fintech and AI companies

  Call and Contact Center Trainer

  Trained 45 new hires every month across the whole operation, taking people from their first day to confident on live B2B and B2C campaigns. My classes covered four very different teams:

  • SDRscold calling, email cadences, lead qualification and booking meetings with decision makers
  • Social media marketingLinkedIn and social outreach, content and engagement for client campaigns
  • Database teambuilding, researching, enriching and cleaning the contact lists every campaign runs on
  • Management teamcoaching the coaches: team leads and trainers learning to run huddles, calibrate calls and develop their people

  • New hire curriculum
  • Nesting on live campaigns
  • Call calibration and QA scoring
  • Objection handling
  • Appointment setting
  • Database building and enrichment
  • Data hygiene and CRM
  • Coaching and leadership
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  Success.aiAI sales platform with 700M+ verified B2B contacts, buyer intent data, and unlimited multichannel outreach, built for sales teams and lead gen agencies

  Fin (previously Intercom) Automation Expert

  Owned their customer support on Fin (previously Intercom), the AI powered helpdesk used by 30,000+ brands. I set it up so users got instant, accurate answers about leads, credits and outreach, and reached a human on the team only when they needed one. I also represented them as their Intercom specialist at Pioneer, Fin's customer service conference in New York.

  • Fin AI Agent setup
  • Inbox and ticketing
  • Help center content
  • Workflows and routing
  • Human handoff rules
  • Resolution reporting

For trades and service contractors juggling the office and the field. I spent a long stretch here and wore every hat on the customer side.

• HVAC and mechanical
• Plumbing
• Electrical
• Fire protection and fire safety
• Civil
• Construction
• Facility and building maintenance
• Refrigeration
• Security systems
• and more

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  FieldInsightMelbourne based all in one job management platform for service and maintenance businesses: CRM, quoting, scheduling, mobile job cards, timesheets, asset management, preventive maintenance, project management and SWMS

  Training · Implementation · Projects · Customer Success

  Grew from Training Manager to Onboarding and Implementation Manager, Project Manager and Customer Success Manager. I moved contractors off paper and spreadsheets onto one system, from the first quote to the final invoice, represented the company at trade shows, earned their award for excellence in service quality, and trained alongside SaaS founders and operators at SaaS Academy.

  • Quotes and job cards
  • Scheduling and dispatch
  • Preventive maintenance contracts
  • Asset registers and service reports
  • SWMS and safety forms
  • Timesheets and payroll
  • Xero, MYOB and QuickBooks sync
  • Data migration

For authors, coaches, experts and creators with a story, a method or a recipe collection that deserves to reach readers.

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  iUniverseSelf publishing company that turns manuscripts into professionally edited, designed and marketed books, with an Editor's Choice recognition program and distribution to readers around the world

  Publishing Consultant

  I reached out to authors whose manuscripts were stuck in a drawer and helped them become published authors. It was never just a sale. I helped people find the purpose in their story, then guided them through editing, design, publishing and promotion so readers could finally hear it, whether it was a cookbook, a novel or a documentary.

  • Author outreach and consultations
  • Publishing package guidance
  • Softcover and hardcover
  • Ebook
  • Amazon and online retail distribution
  • Book marketing and promotion

For online stores, subscription businesses, restaurants, and any merchant who takes cards. I know what a chargeback does to your revenue and your stress level.

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  RCVR now merged with Quantum ePayAI powered chargeback and fraud prevention for merchants, partnered with Visa Verifi and Mastercard Ethoca, with over 90% of clients cutting chargebacks in their first month. RCVR is now part of Quantum ePay, a payment processor for in person, online, recurring, ACH and invoice payments

  Head of Onboarding and Customer Success

  Led onboarding and customer success at RCVR: getting merchants enrolled and protected from chargebacks and fraud fast, then keeping them calm and informed while every dispute was worked.

  • Merchant onboarding
  • Verifi and Ethoca alert enrollment
  • Visa RDR rules
  • Chargeback representment
  • Risk and dispute handoffs
  • Account health reviews

For energy, construction, government contractors, and asset heavy businesses that need safety, quality and inventory under control.

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  QE SolarNational operations and maintenance provider for renewable energy, managing over 5 GW of solar (PV) and battery storage (BESS) projects coast to coast

  HSE, QA/QC and dashboard builder

  Write site specific Health, Safety and Environment plans, run QA/QC construction site audits, and build Power BI dashboards that show every site's safety and quality status at a glance.

  • Site specific HSE plans
  • QA/QC construction site audits
  • Punch lists and corrective actions
  • Power BI dashboards
  • Safety and quality reporting
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  A2B TrackingMilitary grade RFID and barcode asset tracking, government property management (FAR 52.245-1) and IUID compliance for commercial and government organizations

  Project Manager

  Managed RFID asset tracking rollouts, keeping hardware, software, tagging and customer timelines moving together through go live.

  • RFID rollout plans
  • Asset tagging
  • Inventory and audit readiness
  • Government property reporting
  • Customer timelines