Resume
Experience
2020 - Current
Sr. Director, Customer Success Digital Transformation
Genesys
Fulfill the vision to build a fabric of customer connectivity using tech, design thinking, data, and relationships. Lead a cross-functional team of program managers, product designers, customer engagement leaders, community managers, and systems and software engineers to create user-centric web experiences that demonstrate compassion, personalization, and self-service as our primary driving strategies.
2018 - 2020
Sr. Director, GU Technical Strategy and Innovation
Genesys
Provide the technical and innovative strategy for knowledge, training, and customer success initiatives, while leading a cross-functional team of software engineer, online community, professional service, and program managers responsible for the various technologies and services that support Genesys products. Focuses include rapid onboarding, expanding the talent pool, digital learning, self-service at scale, building community, simplifying access to information, and reducing support costs.
2016 - 2018
Director, Product Adoption
Genesys
Lead the team that delivers strategic digital content that promotes customer self-sufficiency, maximizes license and feature set usage, improves product understanding, and increases customer satisfaction, at scale.
2013 - 2016
Team Lead, Technical Communications Architect
Interactive Intelligence
Responsible for the creative and innovative design, planning, development, organization, and delivery of product knowledge. Manage and mentor the authoring community.
2010 - 2013
Process Documentation Specialist/Technical
Writer
Mission Health
Create and maintain a centralized, comprehensive online Help system that includes the creation and publication of eLearning, technical and procedural documentation, and best practices, including skills testing and reporting.
2000 - 2009
Lead Technical Writer
E-Z Data
Lead a team of technical writers responsible for the creation and maintenance of context-sensitive Help systems, as well as installation, user, and style guides, to support various Customer Relationship Management (CRM) platforms.
Education
UNIVERSITY OF NORTH CAROLINA
Graduate certificate in Technology and Mass Communication
Chapel Hill, NC
UNIVERSITY OF SOUTHERN CALIFORNIA
Master of Music in Classical Guitar Performance
Los Angeles, CA
QUEENS UNIVERSITY
Charlotte, NC
Bachelor of Music in Classical Guitar Performance (Summa Cum Laude)
UNIVERSITY OF GEORGIA
Initial undergraduate work
Athens, GA
Professional certifications
Google UX Design
CompTIA A+
CompTIA CTT+
Microsoft Certified Systems Engineer (MCSE)
Genesys Cloud Certified Professional
Genesys Cloud Certified Associate
Genesys Design Thinking Practitioner
Genesys Design Thinking Explorer
Awards
PureCloud Hackathon Grand Prize (2014)
PureCloud Hackathon Third Prize (2015)
Gennovation Day Finalist (2017)