Resume
Experience
June 2024 - Present
ASSOCIATE DIRECTOR, CUSTOMER SUPPORT
CashApp
Managed global partner performance for over 3,000 advocates, aligning quality and training with organizational trust and compliance goals. Directed regional leaders to standardize governance and risk management routines, ensuring operational consistency across high-volume human support systems.
April 2023 -
June 2024
SR. MANAGER, GLOBAL QUALITY OPERATIONS
TikTok
Directed a 60-person global organization responsible for quality governance and policy alignment across four continents. Partnered with legal teams to resolve high-risk compliance gaps and implemented calibration routines that improved policy interpretation accuracy by 35%.
April 2022 -
April 2023
SR. MANAGER, ESCALATIONS
Amazon
Led a high-performing team resolving critical escalations directed to senior leadership and the CEO. Redesigned root-cause analysis frameworks to reduce repeat escalations by 30%, balancing regulatory precision with empathetic service recovery in a high-acuity environment.
January 2016 -
March 2022
SR. PROGRAM MANAGER, CUSTOMER EXPERIENCE
Staples
Directed enterprise quality and L&D for healthcare/government segments, overseeing 500K+ monthly interactions. Engineered standardized governance and de-escalation frameworks that recovered $3.7M in revenue risk and increased scoring consistency by 30%. Leveraged data-driven L&D to optimize frontline accuracy and launched the organization’s first enterprise Voice of the Customer (VoC) program.
Education
HERZING
UNIVERSITY
Graduation Date: 12/2027
Master of Nursing
Current GPA: 4.0
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SOUTHERN NEW HAMPSHIRE UNIVERSITY
Graduation Date: 12/2025
Bachelor of Arts, Psychology
Honors: Summa Cum Laude