I'm an experienced Director of Customer Support with a passion for building high-performing teams and designing customer experiences that scale. With a strong foundation in aftermarket sales, business development, and contact center operations, I thrive at the intersection of customer advocacy and operational efficiency. I’ve led parts and tech support contact centers, launched digital self-service solutions, and driven adoption of e-commerce and AI-enabled tools—from virtual assistants and transcription services to case summarization and next-best-action recommendations. Certified in continuous improvement facilitation and KCS fundamentals, I’m also a strong advocate of intelligent swarming and collaborative knowledge strategies that empower both customers and agents. I believe that when we enable teams with the right tools and mindset, we not only improve metrics—we build lasting customer relationships.