With over 10 years of experience as a Director in Customer Experience and Operations, I've helped luxury startups in industries ranging from fashion to tech optimize their processes and deliver exceptional customer journeys. My approach combines customized automation with AI to solve high-priority business challenges quickly and efficiently.

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Transforming Operations, Elevating Customer Experiences.

  • Enhancing every touchpoint of the customer journey to increase retention, engagement, and satisfaction.

  • Leveraging technology to automate routine tasks, increase accuracy, and ensure flexibility as your business evolves.

  • Implementing streamlined workflows that improve efficiency, reduce operational costs, and support scalable growth.

Case Studies

  • The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods.

    • Led supply chain and returns optimization across three warehouses, reducing unit economic costs by 50%.

    • Improved delivery SLAs and logistics, transforming a startup into a public enterprise.

    • Enhanced customer satisfaction and ROI through data-driven strategies.

    • Managed vendor contracts, leading to better terms and more efficient operations.

  • America’s most personalized wine company, Firstleaf uses millions of data points to produce and curate each shipment of award-winning wine..

    • Stabilized 450% growth for a leading wine club by overhauling customer service and operations.

    • Launched new AI-driven self-service options, reducing overhead and enhancing customer experience.

    • Increased customer retention by 25% and garnered over 1,000 five-star reviews in six months.

    • Boosted monthly sales by 40%, achieving over 200% ROI within 1.5 months.

    • Improved vendor contract management and procurement processes.

  • Inspired by the need for high quality equipment to properly brew high quality coffee, Fellow brings the confidence of the specialty coffee world into the lives of everyday coffee lovers.

    • Implemented AI and self-service systems, reducing returns, refunds, and customer service overhead.

    • Enhanced cross-departmental efficiency by deploying real-time analytics.

    • Developed dashboards to track customer insights, improving operational accountability.

    • Reduced internal and offshore operations costs while boosting customer satisfaction.

    • Improved warranty claims processes and increased product quality from manufacturers.