Intuit

Senior Customer Experience Leader, Global Business Solutions Group

What Do We Do? Intuit is a global technology platform that helps consumers, small businesses and communities overcome their most important financial challenges. Intuit serves over 100 million customers worldwide with TurboTax, QuickBooks, Mint, Credit Karma, and MailChimp.

My Purpose Helping small businesses that use QuickBooks services prosper by driving initiatives derived from the voice of the customer and voice of experts.

My Favorite Accomplishments Focused on digital transformation & customer advocacy initiatives across Accounting, Payments, Banking, and Workforce (Payroll & Time Tracking) products. Collaborating with Product, Design, Digital Delivery, Operations, and Support teams across multiple new product and feature launches.

Recognized for leadership, cross-functional collaboration, and customer-centric innovation. Achievements include…

Digital Transformation

  • Led the creation of API-powered fund status digital assistant conversations for QuickBooks Payments & QuickBooks Money users, resulting in +$100K annual contact reduction savings.
  • Defined the methodology and partnered with Product & Identity teams to reduce login contact volume by 30%, representing over $300K in annual cost savings. 
  • Designed improvements for Workforce users representing over $1.5mm in cost savings through expert routing efficiencies & self-help containment.

Revenue Growth

  • Created and implemented a strategy to reanimate dormant QuickBooks Payments customers, representing $1.2mm in incremental annual revenue through targeted proactive outreach & rate reviews. 

Product Launches

  • Authored & deployed CX strategy for QuickBooks Money mobile app, aligning support and digital experiences to increase acquisition, app store ratings, and repeat usage.
  • Drove launch initiatives for QuickBooks Card Reader & QuickBooks Point of Sale V19, ensuring seamless transitions and expert readiness for new & existing customers.
  • Owned internal & external readiness for dozens of existing product feature launches, upgrades, and discontinuations.

Cross-Functional Leadership

  • Demonstrating expertise in building relationships & trust across Product, Engineering, Design, and Customer Success teams. 
  • Advocating for customer empathy through data analysis, VOC (Voice of Customer) insights, and iterative design processes. 

Leadership & Culture Engagement

  • Mentoring undergraduate students in high-need areas through the Global Mentorship Initiative
  • Onboarding and coaching peers and managers to expedite understanding of QuickBooks customers, products, processes, and policies.
  • Participating and leading volunteer events that aligned to Intuit We Care and Give Back value at Intuit events and Parent Teacher Organization fundraisers and events.

Origami Logic

Implementation Lead

What Did We Do? Origami Logic is a marketing analytics company that unifies and refines marketing data across every channel and platform.

My Purpose Leading Origami Logic customer success team in delivering tactical & strategic marketing data initiatives for Proctor & Gamble. 

My Favorite Accomplishments Quickly learned and applied Origami Logic technology, streamlined operational processes (reduced external weekly meetings by 3 hours, improved weekly project tracking, standardized client meeting follow ups and UAT), launched dashboards for a popular skincare brand (SK-II), and conducted regular training sessions to global P&G marketing technologist and brand owners.

Origami Logic acquired by Intuit, May 2019

MediaMath

Senior Solution Engineer

What Did We Do? MediaMath pioneered programmatic marketing and provides campaign management services that enable marketers to reach the audiences they want at the scale they need to achieve the outcomes they desire.

My Purpose Responsible for supporting Commercial teams in securing new business, one to many relationship with functional teams across MediaMath, enabling regional teams with up to date product & eco-system knowledge

My Favorite Accomplishments Learning the nuances of Demand Side Platforms (DSP) & Data Management Platforms (DMP), TerminalOne platform certification, evolving the solution design documentation process, providing in-depth & consultative platform and technology demos, winning clients in retail and partner marketing, and leading educational sessions with internal and external teams.

247.ai

Senior Account Manager + Product Manager

What Did We Do? Campanja was a search bidding optimization provider that helped marketers maximize their Google & Bing Ads campaign investment.

My Purpose Delivered effective Google AdWords and Bing Ads campaign management services to digital advertisers using Campanja’s high-frequency bidding platform. Transitioned from Client Services to build the first in-house Paid Search Marketing platform at 247.ai.

My Favorite Accomplishments Successfully transitioned to day to day management of clients from semi-external BA role, learned new search bidding technology, partnered with Zazzle (one of the first and largest custom products providers). Successfully transitioned to Product Manager,  contributed to product roadmap, traveled to Berlin (Zalando) and Copenhagen (Momondo) to perform product research, worked alongside engineering, design, and leadership. Educated internal and external teams as well as authoring multiple blog posts.

Campanja acquired by 247.ai, October 2015

Adobe

Business Analyst, Adobe Media Optimizer

What Did We Do? Efficient Frontier pioneered the application of modern portfolio theory for search engine marketing and combined its core predictive modeling algorithms and bidding technology with comprehensive strategic and tactical value-added services.

My Purpose As part of the services team, I ensured clients’ Paid Search and Shopping campaigns were properly managed using our proprietary bid management technology through analysis of cost, click, and transaction level data.

My Favorite Accomplishments Lead the research of Google Shopping (PLA) campaigns for clients (e.g., Crate & Barrel, Grainger, Gamestop, Zappos) and initial development with product managers, data scientists, and engineers. Co-wrote and wrote multiple blog posts, hosted multiple webinars with product managers, and presented at Adobe Summit with e-commerce leads at Grainger in 2013.

Efficient Frontier acquired by Adobe, November 2011

Hitwise

Client Intelligence Analyst

What Did We Do? Hitwise measured behavior across desktop, tablet and smartphone devices. Hitwise provides marketers with online insights to help them understand, track and grow market share.

My Purpose Performed analysis using Experian data assets and presented competitive intelligence reports for digital marketing teams in pharmaceutical, financial, media, and retail verticals.

My Favorite Accomplishments Created and presented 15+ therapeutic area presentations on a quarterly basis to GlaxoSmithKline, provided detailed feedback to product teams to improve platform user experience, contributed to multiple blog posts alongside research leads.

Acquired by Experian, April 2007. Acquired by Connexity, December 2015