Customer Operations Leader | Scaling CX, Driving Retention & Innovating with Al-Driven Strategies

Results-driven leader with over a decade of experience scaling remote teams for dynamic tech platforms. I've boosted customer retention by 15% and elevated satisfaction (35% positive feedback) by aligning CX across product, engineering, and community. Blending strategic leadership, deep operational expertise across complex tech, and Gen Al certifications, I craft future-ready customer experiences that directly fuel business growth.

Highlights

• Designed and implemented strategic onboarding flows and community initiatives for a digital rewards platform, driving a 15% increase in member retention and 35% increase in positive community feedback.
• Directed the successful launch of a core digital platform and slashed support response times by 20% through advanced process automation (Intercom, Jira), fundamentally enhancing user satisfaction.
• Implemented Agile methodologies and streamlined complex department operations across multiple concurrent projects, resulting in significant cost reductions and improved project delivery timelines.

Core Skills

• Digital Operations • Team Leadership • Strategic Onboarding • Retention & Churn Management • Customer Support Operations • Community Engagement • Process Optimization • Customer Journey Mapping • Client Relationship Management • Agile Methodologies • Operational Strategy • Gen AI Integration • Salesforce • Zendesk • Intercom • Jira • Vitally • SurveyMonkey • WalkMe • Slack • Microsoft Teams • Tableau • Power BI • HubSpot • Customer.io

Professional Experience

Zunkz - Customer Success & Operations Manager
 Remote | Nov 2021 - Present

• Orchestrated end-to-end customer operations and leadership for a global, Web3-native rewards platform.
• Built and scaled a high-performing remote CX team across support, onboarding, and community engagement.
• Engineered strategic onboarding flows, boosting member retention by 15%.
• Directed successful launch of a core blockchain-integrated platform, elevating user satisfaction by 35%.
• Slashed support response time by 20% via intelligent workflow automation.
• Managed decentralized financial operations (payroll, treasury, budgets), ensuring optimal resource allocation.

HealthEgo - Founder & CX/Operations Lead
 Remote | Mar 2016 - Dec 2022

• Founded and spearheaded all CX and operational functions for a mobile platform, from concept to launch.
• Drove the successful launch of a wellness-focused mobile app, complete with integrated community features.
• Guided remote development teams through multiple successful product releases.
• Architected and optimized customer onboarding and support systems from the ground up.

Private Health Coach - Executive Client Services
 Palo Alto, CA | Mar 2016 - Nov 2021

• Curated and delivered bespoke, high-touch wellness programs for high-performing executive clients.
• Developed customized health plans and seamlessly managed daily client operations.
• Ensured rigorous data security and confidentiality through comprehensive NDA agreements.
• Optimized client outcomes by implementing robust feedback and performance reporting loops.

GreatLyfe - Operations Manager
 San Jose, CA | Sep 2015 - Mar 2016
• Directed comprehensive day-to-day operations and project execution across product, support, and funding initiatives.
• Implemented Agile workflows to streamline and accelerate product delivery.
• Guided operational planning through critical product milestones to ensure seamless launches.
• Secured early-stage angel funding by developing compelling investor decks.

Equinox - Personal Training Department Manager
Palo Alto, CA | Dec 2012 - Sep 2015

• Managed a 45+ person department, overseeing all aspects of operations, staffing, performance, and CX strategy.
• Developed and implemented new training programs that boosted both employee and client retention by 10%.
• Optimized the hiring process, implementing a new system that reduced time-to-hire.
• Streamlined operations through multiple concurrent projects, yielding cost reductions and process improvements.
• Provided strategic department analysis and performance reports directly to senior leadership, ensuring transparency and accountability.

Education & Certifications

B.S. Environmental Science - University of Redlands, CA
PMP - Coursera (2024)
Data Science - BloomTech (2021)
Al Prompting - Google & IBM (2024)
Cybersecurity - LinkedIn (2025)

Additional

Work Rights: Australian Partner Visa (Full, unrestricted)
Location: Sydney | Open to hybrid or remote