Company Info for crocs.com | IcebreakerMembers
Client-Focused Technology Strategist with outstanding background in building and transforming B2C and B2B customer experience (CX) across products and services, project delivery, and support. I assess client needs and develop vision to revamp customer-focused efforts. Act as Voice of the Customer across organizations. Colleagues value my ability to take charge of strategic clients and drive immediate results.
My special talent is demonstrating value to clients at all touchpoints – I instill these concepts in my teams.
Some of my successes include:
✅ PROPRIETARY PROCESS IMPROVEMENT METHODOLOGY (Corvus3): Designed proprietary process improvement methodology based on agile principles enabling teams and organizations to realize operational improvements in 3 weeks or less. (https://bit.ly/3u384nE)
✅ DEVELOPER PORTAL STRATEGIC ROADMAP (Anthem Blue Cross Blue Shield): Guided 9-member project team within startup division to build developer portal enabling outside developers to leverage data to build predictive models. Established 18-month roadmap for artificial intelligence (AI) Developer Portal including content management system (CMS), Salesforce (CRM, ticketing), and plans for eCommerce with tool recommendations.
✅ CUSTOMER SATISFACTION & LEADERSHIP (ZingFit): Revamped current and developed new customer-facing processes to raise overall customer satisfaction and save unhappy accounts. Moved customer satisfaction Capterra ratings from 2.5 to 4.0 stars.
✅ ONBOARDING BACKLOG & VELOCITY (ZingFit): Prioritized customer backlog, instituted strict schedule for customer-provided content, and partnered with software coding to adhere to onboarding schedule. Cut onboarding backlog from average of 4 months to 5 weeks. Collaborated with CTO to implement iFrame, enabling clients and/or onboarding coaches to complete onboarding without development support. Reduced time to onboard from average of 8 to 4 weeks.
✅ AGILE TRANSFORMATION (AspenDental): Took charge of strategic account in jeopardy. Sold client on redesign of customer experience (CX) and CMS. In 2 years, new agile-based processes yielded bottom-line results of $200M+. Also, key consulting team member to sell 2-year retainer generating $4M revenues to consulting company.
✅ PROJECT PLAYBOOK & GLOBAL SITE CONTENT UPDATES (Crocs): Wrote playbook with methodologies, deliverables, meeting agendas, and more adopted companywide. Set up process to update global product content – cutting time to update sites from 3 weeks to 1. 
I'm a QA Engineer with 5+ years of experience in quality assurance across various sectors, including cutting-edge AI technologies and eCommerce. Currently spearheading quality assurance for Meta’s Smart Glasses, I focus on rigorous testing of AI functionalities and communication features, while actively participating in the research of unreleased AI capabilities.
My eCommerce background includes Crocs, in which I developed and implemented test strategies for Salesforce-integrated applications, conducted QA testing for email campaigns, and collaborated with cross-functional teams to validate new Salesforce Commerce cloud integrated features. I also led early QA efforts for a new checkout flow, streamlining processes for efficient sign-offs and deployments. At Blue Nile, I contributed to accessibility compliance and optimized testing processes. With a commitment to continuous improvement, I leverage industry best practices to drive quality in software Accessibility, and an Internship at Brooks running, where I collaborated with development and non-technical teams to create and execute test cases for SFRA's new checkout across multiple code releases while participating in agile sprint planning and coordinating testing efforts. 
