About
Whether it’s the ease of an Apple visit, the efficiency of a well-built AI chatbot, or the human touch in a high-stakes escalation, every interaction is an opportunity to build trust, loyalty and long-term value. That’s the future I’ve been building for the last 15+ years at some of the world’s most influential companies (Apple, Stripe, Medallia). Today, I help high-growth SaaS startups uplevel their support by building AI-powered experiences, scaling global teams, and eliminating friction before it happens. Because the best support isn’t reactive—it’s invisible. I don’t just share ideas. I break down the ‘how’ behind CX transformation, giving companies the tactics and strategies they need to get real results. At Stripe, my approach saved $20M+ and increased CSAT by 10pp, and at Medallia, it consistently drove an industry-leading 80+ NPS. With my help, companies are building technology-enabled solutions that reduce costs, improve customer satisfaction, and foster a thriving workplace c…
Experience
Operations Advisor/Consultant
Multiple private companies
Present
Advisor
Head of Global Product Support
Led Product Support at Stripe (1,500+ agents, 50K weekly cases), driving AI-powered innovation and scalable support strategies leading to $20m+ in annual savings. Improved CSAT by 10pp by focusing on customer experience, operational efficiency, BPO partnerships, and workforce optimization to meet the needs of high-growth users. - Architected “STRIPE Steps of Support”, a customer-first structured framework improving agent performance and CSAT. - Designed Agent Product Specialization, enhancing support and routing for complex products and high-tier users. - Spearheaded AI-driven automation to optimize case handling, reduce manual effort, and drive improve response times at scale. - Launched Medallia-powered Customer Experience (CX) insights, leveraging real-time feedback and analytics to automate quality assurance and personalize support. - Advised on AI-powered agent assist tools, optimizing human + AI collaboration for high-value users.
Head of Product Support, Payments & Account
Head of Smb Operations
Advisor
Vp Global Product Support & Operations
Medallia · San Francisco, California, United States
Established Medallia’s first product support organization, overseeing AI-driven automation, premium support offerings (+$10M in new revenue), and large-scale SaaS support operations. Drove innovation in customer self-service, AI-powered support workflows, and cross-functional CX strategy, transforming Medallia’s support into an industry-leading function with 80+ NPS. - Integrated 5+ acquired companies into a multi-product support framework, ensuring seamless customer experiences post-M&A. - Implemented AI-driven support automation, launching Intelligent Match & Intelligent Swarm, leveraging ML to route cases to the right expertise. - Deployed chatbots and self-service solutions, driving 75% case deflection and improving customer resolution speed. - Led KCS implementation, integrating federated enterprise search to unify knowledge and reduce case volume. - Established product advocacy frameworks (IMPACT), bridging Support, Product, and Engineering to drive CX-focused product improvement…
Senior Director
Director
Senior Manager
Manager
Manager – Technical Support, Customer Experience
Shaped customer experience and drove operational excellence in one of the world's most innovative retail environments. Led customer support, technical troubleshooting, team development, and service innovation in a high-volume, fast-paced setting.
Technical Support Lead
Technical Support, Sales, and Other Roles
Education
University of California, Davis
BS, Design: Visual Communication and Presentation
California State University-Sacramento
BS, Finance and Economics
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