SQUARESPACE
Customer Success Lead
Commerce Lead

Q3 2017 Team Lead Spotlight Recipient
2018 Stevie’s Award Nominee: Customer Care Team of the Year

NIKE
Digital Sport Support Lead - Global Digital Commerce
Social Media Specialist - Running, Digital Sport

Commerce Launch Team - Nike Japan
Contact Center QA Team

AVAMERE
Director of Community Relations
Director of Admissions & Marketing

Education

CORNELL UNIVERSITY
Measuring and Improving Business Performance

LEWIS & CLARK COLLEGE
Communications
 

CALLBACK - Designed and implemented a from scratch phone support & screen sharing  program designed to meet the needs of premium plan customers.

ZENSYNC - Implemented routing strategy to integrate scheduling, ticketing, and email tools into a streamlined advisor workflow.

COMMERCE - Engineered support transition from specialists to frontline advisors to address rising demand. 

PILOTS - Executed 8 exploratory pilots to develop processes, vet tools, and prepare long-term strategy on differentiated support. Results included retention improvement rate of 3% and double-digit average GMV increase.

CALLSAT - Generated and launched callback satisfaction measurement tool that yielded an average rating of 95.2% 

CS CALIBRATION - Implemented calibration system to ensure consistent quality in phone calls and screen shares.

PERFORMANCE MEASUREMENT - Developed a performance ranking tool to sync the variety of CS team KPIs and provide a holistic visualization of individual and team impact.

STORY POINTS - Developed effort & impact based  grading  system to track specialist’s project contributions and promote global collaboration.

"Mike is not so much a manager as a leader. He knows how to empower each of us and engage us in meaningful and fulfilling work that has a tangible impact on the department. Mike treats us with respect and challenges us. He fights for us, and I never have any doubt that he has the best interest of each of us in mind."

"Mike is great about figuring out our existing skill set and where we would like to improve and taking steps to get us there. He really cares about our success both inside and outside of the company."

"Mike has high standards and provides a clear path to success for us. He doesn’t micromanage and trusts us to do great work. He's really funny, easy to talk to and super chill."