Bio

I started my first afterschool job on Super Bowl Sunday in 2002. I was a skinny 7th grader, manning the phone lines at Slice of Harlem pizzeria in New York City. Not only did our patrons trust me to get their game day deliveries exactly right, but for some reason, they had faith I would coordinate getting their food to their front door well before the 4th quarter kicked off. Well, game time arrived and we got slammed... By the time the play clock hit zero on the field, the cooks were shell-shocked, the delivery guys war-torn, and there I was, standing at the front of the restaurant with a sheepish grin as I waited for my mom to pick me up from my first day of work. All I knew that day was--- out of some sheer animalistic instinct to survive, myself and the team had pulled off the perfect come-from-behind-win. Half of New York City called in to our shop to order pizza that night. And to this day, even if you showed me the hourly call logs, you couldn’t convince me otherwise. Some people ask me why I’m still interested in customer support after all these years. And the best answer I can give is to say that some battles shape who you are. My areas of expertise include: Customer support management, customer service management, customer support training, customer insights, user insights, business intelligence, operations management, user experience design, email marketing, and data science.