The story behind
the leader
From call center supervisor to enterprise operations leader — a 20-year journey built on grit, strategy, and an unwavering belief that people are the foundation of every great operation.
I started my career on the contact center floor — supervising inbound agent teams, learning every dimension of what it means to deliver great customer service under pressure. That foundation never left me. It's why I lead the way I do: with respect for the people doing the work, and relentless focus on removing the barriers that get in their way.
Over the next two decades, I built my career by taking on increasingly complex operational challenges across industries — gaming, e-commerce, benefits administration, consumer tech, and global technology platforms. At every stop, I was drawn to the hardest problems: the vendor relationships that weren't working, the programs that had outgrown their structure, the teams that needed both direction and development.
At Electronic Arts, I managed global vendor partnerships across popular game titles and launched EA's first remote agent program. At Bigcommerce, I built the BPO framework from the ground up. At The Boon Group, I owned the full CX strategy for a complex benefits enrollment operation. At ModSquad, I led client services across a distributed, global workforce. And at Meta, I've operated at enterprise scale — influencing multi-million dollar vendor strategy across three global regions.
What ties all of it together isn't the industry or the company size. It's the work: building the systems, partnerships, and cultures that allow organizations to deliver exceptional customer experiences — consistently, efficiently, and at scale.
How I Lead
Clarity over complexity
I simplify the complicated. Whether it's a vendor governance model or a team restructure, I make the path forward clear.
Accountability with empathy
High standards and human understanding aren't opposites. The best cultures hold both.
Strategy through execution
I don't just build the plan — I see it through. From boardroom to floor, I stay connected to outcomes.
People first, always
Behind every KPI is a person. I lead with that truth.
Family
My children — Kiara Renee, Judah, and Sarai — are my greatest motivation. Everything I build professionally, I build with them in mind. I want them to see what it looks like to lead with integrity, work with purpose, and never stop growing.
Legacy
I think about the leaders I'm developing, the teams I'm building, and the organizations I'm transforming. I want to leave every environment better than I found it — with stronger processes, more empowered people, and a culture that outlasts my tenure.
Meaningful Impact
I'm not interested in metrics for metrics' sake. I care about what those numbers mean for real people — the customer who got a faster resolution, the agent who finally has the tools to succeed, the executive who can make a confident decision because the data is clear.
Lead enterprise-level initiatives optimizing global CX operations through vendor strategy, performance management, and scalable support models. Drive BPO partnerships influencing multi-million dollar vendor spend and delivering up to 30%+ cost savings through location strategy.
Led global CX operations across a diverse portfolio of digital and technology clients through a distributed workforce model. Oversaw strategic client relationships across North America, managed financial performance, and contributed to business development through RFP support and solution design.
Owned the full strategy and performance of the company's customer service contact center. Led strategic alignment, operational efficiency, data-driven CX improvements, budget management, and talent development across benefit and enrollment services.
Managed planning and implementation of call center strategies for the Google Nest account — overseeing 300 representatives across phone, email, sales order management, executive customer relations, and technical support.
Managed global vendor partnerships supporting chat and email channels. Negotiated Statements of Work and Master Service Agreements, managed vendor KPIs, and oversaw cost, headcount, and staffed hours against forecasted volume.
Led the Executive Customer Relations team managing high-profile customer escalations across EA's most popular game titles. Served as the senior point of contact for complex, sensitive cases requiring executive-level resolution.
Managed contracted global vendors across popular game titles. Pioneered EA's first remote agent (WFH) program with nationally located English and German speaking agents, setting a new standard for distributed support delivery.
Managed day-to-day vendor relationships, performance metrics, and SLA compliance across multiple BPO partners supporting EA's global player base.
Real-time performance management of the support team to meet and exceed client KPIs. Led floor leadership, action plan development, staffing coordination, and talent hiring and retention.
Promoted from supervisor to associate operations manager, taking on broader accountability for team performance, scheduling, and client reporting.
Started career leading inbound agent teams on the contact center floor — building the operational instincts and people leadership foundation that defines the career that followed.