Bio

I am an experienced executive with a background in customer engagement, product management, communications, security studies/international relations, theater (playwriting especially), and not-for-profit fundraising and leadership. I studied history, political science, and national security at Northwestern University (BA - History and Political Science) and Georgetown University (MA - Security Studies) and I have served as a researcher and editor at prestigious think-tanks in Washington DC. Transitioning to the business world, I spent six years working at the e-commerce giant TicketNetwork, finishing my career as AVP of Consumer Transactions, where I founded a department of 14 people whose purpose was to grow loyalty and retention among our key customers through specialized customer service. Following that, I served as the inaugural VP of Customer Experience at the fast-growing food tech company Freshly, where I built a customer service department of 350+ people, creating structures and procedures where none existed and building quality control standards to ensure best-in-class service for our customers. More recently, I served as the SVP of Customer Experience at the fintech company Albert. Currently, I’m CX advisor at the CRM juggernaut Freshworks, where I use my experience as a contact center leader to promote customer-centricity, amplify product development, and advise clients as they grow their own customer support organizations. On a more personal level, I am an award-winning playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States (including simultaneously on both coasts). Specifically, my plays have been performed in Washington (state), New Jersey, Massachusetts, Vermont, Kentucky, Louisiana, California, Colorado, New York, Connecticut, and Texas - including Off-Off-Broadway and Covent Garden. As an addendum to my playwriting career, I previously served as founder and president of the non-profit theatrical group Speerhead Theatricals, Inc, which I formed in March 2012 and which I led through two full-scale theatrical productions in Connecticut. I am a proud member of Phi Beta Kappa, as well as the Dramatists Guild, The Playwrights' Center, the New Play Exchange, and The Lambs of New York (the oldest professional theatrical society in the United States).