Certificate, Business
University of California, Berkeley, Haas School of Business
April 01, 2011
An intensive, six-week, summer business program that exposes non-business, undergraduate students in arts, sciences, and engineering to the fundamentals of business.
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Tags: Business Strategy, Management
Director - Voice of Customer
BILL
August 01, 2025
Leading Bill's Voice of Customer Program including Executive Escalations and Digital Support & Content
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Tags: Customer Experience
Senior Manager - Voice of Customer
Walmart
February 01, 2023
Lead Walmart’s AI-powered Insights-to-Action program, eliminating 220M+ annual defects across 1.7B ecommerce orders and scaling impact 11x in one year
- Partnered with Product, Engineering, and Legal to drive $19.8M in cost savings by integrating customer feedback directly into roadmap decisions
- Built a governance model for CX launch readiness to align stakeholders, reduce friction, and increase accountability across teams
- Delivered weekly executive readouts to align Walmart leadership on the top customer priorities and product risks
- Focused on turning customer friction into strategic insight using advanced analytics, segmentation, and program-level visibility
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Tags: Customer Experience
Senior Manager - Voice of Customer
Coinbase
January 01, 2023
Built and scaled a Voice of Customer program serving 56M+ users, driving $4M in OPEX savings through data-driven product and support improvements
- Designed end-to-end systems to extract insights from 10M+ support contacts, directly influencing product prioritization and resolution of top customer pain points
- Automated feedback pipelines across surveys, calls, and chats using Looker and internal LLM tooling to accelerate root cause detection
- Led cross-functional “Customer Spotlights” that aligned Product, Support, and Risk on high-impact issues and strategic tradeoffs
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Tags: Customer Experience
Group Program Manager - Voice of Customer
Coinbase
April 01, 2022
- Created a VoC program focused on contact reduction and automation, contributing to a 700 bps drop in support volume
- Partnered with Product, Engineering, and Support leadership on a multi-quarter roadmap that connected CX metrics to cost efficiency
- Reduced cost per ticket by 80% through segmentation analysis, CES trends, and predictive contact modeling
- Launched Qualtrics XM and Looker dashboards to automate feedback capture and enable self-serve insights across the company
- Identified and executed automation opportunities in triage workflows, influencing support tooling roadmap and agent efficiency
- Delivered competitive CX benchmarking insights to senior leadership to guide investment in operational improvements
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Tags: Customer Experience
