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

  Took account, billing and technical calls for wireless customers all day. I explained bills line by line, changed plans, troubleshot phones step by step and saved customers who called ready to cancel, ideally on the first call.

  I also became a training buddy for new hires, sitting beside them on live calls, and raised escalations to supervisors and technical teams when a problem needed more than the phone could fix. When the fix was done, I found the right upgrade or add on and made the sale.

  • Bill explanation and disputes
  • Plan and feature changes
  • Device troubleshooting
  • Number porting
  • Retention saves
  • Escalations
  • Training buddy for new hires
  • Sales on service calls
• 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

  Helped seniors, families and low income households get free or discounted phone service. Many callers were elderly or had never filled out a government form, so I slowed down, explained every document they needed, and stayed on the line until the application went through.

  For a lot of them, that phone was how they reached their doctor, their family or a new job. Patience and clear, simple language made the difference.

  • 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 home phone customers from outage to upgrade. I troubleshot signal, receivers, modems and connections over the phone, scheduled technician visits when a fix needed hands on site, and sorted out billing questions along the way.

  Once the problem was solved and the customer was happy, I turned the call into the right bundle or upgrade, which is how I moved into sales and onto the top performer list.

  • 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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  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. I earned realme's Switzerland Training Certification with a 100% final score, surpassing the 95% passing standard, which licensed me to lead regional training for the core team, team leaders and promoters. 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.”

  • Discovery and demos
  • Proposals and closing
  • Annual plan deals
  • Salesforce pipeline
  • Menu and inventory setup
  • Hardware and go live
  • Owner and staff training
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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. I tracked down lost and late deliveries, processed returns and refunds, fixed pickup orders and replaced damaged items.

  Every call ended with a clear next step, so the shopper knew exactly when their problem would be fixed and felt good ordering again.

  • Order tracking
  • Returns and refunds
  • Missing or damaged deliveries
  • Pickup order issues

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.

  I turned the team's most common questions into help center articles and Fin answers, built workflows that sent billing, technical and sales conversations to the right person, and reviewed what Fin resolved each week to keep improving it. The support team spent less time on repeat questions and more time on customers who truly needed a human.

  • Fin AI Agent setup
  • Inbox and ticketing
  • Help center content
  • Workflows and routing
  • Human handoff rules
  • Resolution reporting
  • Knowledge base training
  • Weekly answer reviews
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  DatamaticsGlobal digital technologies, operations and experiences company delivering AI, automation, cloud and business process services, with deep work in banking, financial services, insurance, finance and accounting

  Lead Generation Executive

  Built the pipeline for their sales team. I researched and generated leads, managed and cleaned the database behind every campaign, ran email marketing and social media campaigns, and supported pre-sales so every conversation started with the right company and the right decision maker.

  It sharpened how I think about data: a campaign is only as good as the list behind it.

  • Lead generation
  • Database management
  • Email marketing
  • Social media campaigns
  • Pre-sales support
  • Account and contact research
  • Marketing activities

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
• Waste and water treatment
• Field construction
• Custom cabinetry and renovation
• 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

  This is where I learned to fix how a business actually runs. I jumped on calls with founders and CEOs of trades and service companies, mapped how work moved from the first phone call to the final invoice, then set up their workflow and systemized the process inside one platform, from quotes and scheduling to job cards, assets, safety forms and invoicing.

  The hardest part was never the software. It was the crews in the field who didn't sign up to be tech people and pushed back on anything new. I trained them on site and on the phone until the app became part of the job, and jobs, photos and reports started coming in from the field on time.

  • Training Managertrained office staff and field crews, built the training playbook, and turned reluctant techs into daily users
  • Onboarding and Implementation Managerran workflow sessions with founders and CEOs, configured the system around how they really work, and migrated their data
  • Project Managerled larger enterprise rollouts, bringing their operations, finance and IT stakeholders together and keeping every milestone on track
  • Customer Success Managerkept accounts healthy, found ways to expand, and helped close big projects and multi site deals

  Along the way I 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
  • Founder and CEO workflow sessions
  • Process design and systemization
  • Enterprise stakeholder alignment
  • Large project and multi site deals
  • Field crew adoption
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  RonbowMade to order custom cabinetry with European design, crafted in California, with luxury showrooms across the Bay Area and its own production line. Over 20 years and 30,000 customers served

  Customer Support Manager

  Owned the customer side when things got hard: frustrated customers, delayed orders and escalations. I worked side by side with customer success and kept customers informed before they had to ask, proactively reaching out whenever a timeline changed.

  I also lived on the production floor. I walked production early every morning to make sure orders were on schedule, helped with rostering and forecasting, supported management, and even pitched in hands on with parts of the cabinet build. I coordinated with contractors, demolition teams and installation teams so every job landed on time.

  • Escalations and delayed orders
  • Proactive customer updates
  • Daily production walks
  • Rostering and forecasting
  • Hands on cabinet builds
  • Contractor, demolition and installation coordination
  • Customer success partnership

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

  When I joined RCVR there was no onboarding manager and no onboarding process. I built it from scratch: the steps every new merchant goes through, the system that tracks them, and the chargeback logic behind it, so each merchant was set up correctly and protected fast.

  I led onboarding and customer success, and managed and trained the virtual assistants on my team. That work grew into the onboarding department that still keeps the team moving fast today.

  • Built the systemdesigned the onboarding flow, the tracking behind it, and the rules for how alerts and disputes get handled
  • Solved the chargeback logicmapped how Verifi, Ethoca and Visa RDR alerts should route and respond so revenue stopped slipping through
  • Trained the teamtaught my virtual assistants and new hires how chargebacks, RDR and Ethoca work, how to read the logic, and how to save a client
  • Worked across the stackhands on with many payment processors, gateways and e-commerce CRMs, connecting merchants no matter what they ran on

  • Onboarding built from scratch
  • Merchant onboarding
  • Verifi and Ethoca alert enrollment
  • Visa RDR rules
  • Chargeback logic and routing
  • Chargeback representment
  • Client save strategies
  • Virtual assistant training
  • Payment processors and gateways
  • E-commerce CRM integrations
  • Account health reviews
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  Skyline PaymentsPayments platform that helps small and mid sized businesses get paid and pay bills faster, with invoicing, automated reminders, reconciliation and a customer payment portal built right into their accounting software. Over $1B in processed payments

  Sales Development Representative (SDR)

  Worked the front of the sales pipeline, making up to 100 calls a day to business owners and finance teams. I introduced them to Skyline's payment processing, found out how they were billing and collecting today, and showed them how much time and money they could save by getting paid inside the tools they already use.

  When there was a fit, I qualified the lead and booked the appointment for the sales team, keeping the calendar full of real opportunities.

  • 100 calls a day
  • Cold calling and follow up
  • Lead qualification
  • Appointment setting
  • Payment processing pitch
  • Accounts receivable pain discovery
  • CRM pipeline hygiene

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

  Health, Safety and Environment (HSE) and QAQC Specialist

  I own Health, Safety and Environment (HSE) for solar and battery storage sites: writing site specific HSE plans, reviewing hazards and safe work practices with crews, and making sure every site is ready before work starts.

  I also run QAQC construction site audits, checking the work against standards, logging punch list items and following each corrective action until it's closed. That's where I started building my own tool, Reporting Hub, because businesses like this needed audits, safety checks and site data in one live dashboard instead of scattered spreadsheets.

  • Site specific HSE plans
  • Hazard reviews and safe work practices
  • Site safety readiness
  • QAQC construction site audits
  • Punch lists and corrective actions
  • Live safety and quality dashboards in Reporting Hub
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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 for commercial and government customers, including one of the best known brands in the US. I helped them get control of their assets: fixing tracking that had drifted out of sync, tagging equipment, and setting up warehouse and inventory workflows their teams could actually follow.

  I kept hardware, software, tagging and customer timelines moving together through go live, so audits stopped being a scramble and every asset could be found in seconds.

  • RFID rollout plans
  • Asset tagging
  • Tracking fixes and data cleanup
  • Warehouse and inventory workflows
  • Audit readiness
  • Government property reporting
  • Customer timelines