Career Profile

I enable large companies to improve the customer experience through technology implementations, strategic research, and planning. I’ve led cross-functional teams that build tools and conduct studies to improve customer engagement and operational efficiencies.

Core competencies include strategic planning, project scoping, technical product management, customer research, data analysis, UX design, and executive presentations.

Professional Experience

Manager, Voice of Customer Strategy – eCommerce

• Led team of analysts and contractors in designing surveys, building text analytics algorithms for unstructured feedback, and reporting meaningful insights.

• Acted as a project manager leading cross-functional teams to transform Voice of Customer research tools across ERP systems, including building connections with eCommerce, data warehouse, and CRM tools.

• Managed product development through road mapping, development sprints, QA testing, and go-live processes across customer-facing tools utilizing Agile processes.

• Built comprehensive research programs by designing and implementing customer surveys and benchmarking studies to deliver product improvements for digital product teams, UX designers, and merchants.

• Directed data engineers in building robust reporting tools and dashboards that enriched survey results with clickstream analytics data such as pages/products viewed, search-to-cart metrics, last-touch marketing channels, and more, utilizing SQL and AI/machine learning tools.

• Forecasted growth for key customer segments through recurring surveys to inform product team and merchandising roadmaps and goals.

Manager, Platform Quality and Analytics (Temporary Contractor)

• Developed and implemented KPIs to support the digital planning team in prioritizing development efforts, addressing customer experience pain points, and driving platform enhancements in the consumer store.

• Streamlined data analysis and provided actionable insights to stakeholders by supervising the automation of reporting and tracking processes for platform quality metrics such as downtime and incident resolution.

Strategist, Customer Experience

• Negotiated and managed a three-year, $1 million partnership through a comprehensive RFP process.

• Drove product adoption through scoping feature roadmaps, supervising vendors and contractors, and leading QA/UAT testing.

• Developed and executed large-scale training and facilitated hands-on workshops for over 150 end-users.

• Enabled teams of merchants, product owners, and content specialists to exceed customer expectations by conducting ongoing and targeted web-based surveys.

• Developed a system utilizing text analytics algorithms to analyze hundreds of thousands of unstructured responses.

• Drove a 500-basis-point elevation in online customer satisfaction through data-driven optimization insights.

• Improved bounce rate and other KPIs by building recurring and ad hoc customer survey data with clickstream operational data.

Patron Services Data Manager

• Increased customer retention, attendance, and repeat giving by identifying trends and statistically significant factors, including subscription rates, marketing efficacy, and donation data.

• Improved customer engagement and loyalty by developing data-driven strategies for subscriptions and donations.

• Secured first-round funding for clients by conducting in-depth secondary market research, gathering business intelligence, and leveraging external expertise to create compelling business plans.

• Developed comprehensive go-to-market strategies for clients across diverse industries encompassing market penetration, branding, customer profiling, product bundling, and pricing.

Community Involvement

Successfully spun out the Food Assistance Match, a 501(c)3 organization, which doubles the purchasing power of food assistance programs such as SNAP. This program originated from the Feeding Neighbors Program I co-founded during COVID, providing over 30,000 free meals through partnerships with the foundation community, local businesses, and over 200 volunteers.

Co-Chair (2023-Present)

Board Member (2020-2023)

• Curated a vibrant marketplace for fresh, healthy food and artisan goods while serving the community, vendors, and volunteers.

• Provided over 30,000 meals to nearly 300 families by leveraging more than 200 volunteers and over $100,000 in contributions through co-founding the Feeding Neighbors Program during the pandemic.

• Developed a meal delivery system in partnership with OnFleet's last-mile scheduler, delivering over 250 meals three times per week. Coordinated volunteers, assigned routes, provided notes, and addressed issues in real-time to ensure dignified meal delivery.

• Created tools to act as a point-of-sale system for the market and the Food Assistance Match program, automatically calculating costs with matching funds payments and generating automated reports for vendors and financial teams.

• Managed, trained, and coached part-time employees (market manager, social media manager)

Education

Master of Business Administration, University of Pittsburgh

Bachelor of Science in Business Management, Saint Vincent College

Skills

Adobe Analytics, Adobe Experience Manager. Adobe Creative Cloud, Atlan, Azure DevOps, Confluence, Dynatrace, Google Analytics, Jira, Medallia, Power BI, Salesforce, SAP Hybris, ServiceNow, Snowflake, Smartsheet, SPSS, Splunk, SQL, Qualtrics, Qlik, Tableau, WordPress