Led and evolved global Customer Experience strategy for a multi-million user marketplace across North America, EU, and APAC. Over tenure, held portfolio ownership across five core CX pillars:
Contact Reduction & Automation Strategy
• Reduced overall contact rate from 45% to 10% over five years, driving multi-million dollar operational savings and materially lowering cost-to-serve
• Led implementation, integration, and design of AI search chatbots and automation tools, reducing contact rate by 20 percentage points
• Increased self-service adoption by 10 percentage points through FAQ redesign, automation optimization, and improved search architecture
• Leveraged contact analytics, customer verbatims, and structured customer interviews to identify highest-cost drivers (Returns, Buyer & Seller Cancellations)
• Influenced Product and Engineering roadmap to prioritize automated solutions, delivering systemic changes that reduced contact rate by 10+ percentage points.
Insights & Voice of Customer
• Founded and led CS Insights program converting 100+ qualitative and quantitative readouts per year into cross-functional roadmap action
• Launched Qualtrics Discover to scale customer feedback intelligence
Customer Segmentation & Value Strategy
• Launched segmentation tool to identify and support strategic customer segments
• Developed Relationship Value Strategy to support seller growth and retention, increasing Power Seller CSAT 30 points
• Led new buyer and proactive chat programs to optimize service recovery and revenue generation
CRM & Platform Transformation
• Led Self Service CRM transitions from Salesforce to Microsoft Dynamics and subsequently to Gladly
• Designed bot architecture, routing logic, and knowledge migration strategy
• Owned Salesforce administrative strategy
CS Support Team Global Leadership
• Over tenure, led global enablement organization of 10 direct reports supporting 11 regions, building foundational systems that scaled with marketplace growth
