Over five years of experience as an engineer leading cross-functional teams to resolve customer feedback inquiries has granted me expertise in working with team members from a variety of different backgrounds. From software engineers to marketing managers, production to design engineering, I’ve led teams through countless projects to improve the user experience provided by both product and software offerings. The majority of this experience included collaboration with colleagues in Singapore, Germany, China, Eastern Europe, and Israel and has provided the intangible experience required to create a dynamic leadership style.

Over five years of experience working as an engineer designing, testing, and improving complex wireless electronic systems used in oil and gas refinement, pharmaceutical manufacturing, and nuclear power plant processes. Additional familiarity working with robotic components and software programs used for process control applications. Through leading teams that create products with electronic, mechanical, and software components, I've gained expertise in leading some of the smartest people in the world to invent marketable and innovative products.

Often cycling between long-term and short-term projects, I leverage strategic thinking daily. During my professional experience, I was able to identify several gaps in our customer support system, most notably with our engineering technical support team. After becoming familiar with the start-to-finish support process through experience and investigation, I conceptualized a new strategy to improve response times, retain knowledge, and dispatch our resources. Through the consideration of risks and goals, I was able to create, guide, and launch a project to make this concept a reality, which is still in use today.

Participating in a customer quality focused discipline for over five years has given me unparalleled insight to the inner workings of what contributes to a customer’s experience with both products and services. My career focus has been creating, leading, and completing projects intended to improve customer experience. Whether designing customer systems to provide them with a solution, preventing products with unacceptable quality from leaving the factory, or launching projects to address customer reported issues; I’m an expert in improving customer experience from all avenues. Most recently I worked directly with an international pharmaceutical manufacture to troubleshoot and improve a custom designed wireless measurement network used for vaccine production.

My years of leadership in customer inquiry resolutions have helped me hone my communication skills specifically tailored to address upset customers. While diagnosing customer system issues and presenting resolutions, I’m careful not to associate blame and to focus on resolutions. While providing system demos and service solutions, I share excitement on how our products and services can help. When visiting with customers to discover their perspective on our offerings, I provide thoughtful questions, tailored to discover the root of their successes and struggles. Whether communicating in the field or virtually, I have a knack for portraying caring and focused communication with customers and other external entities.

General interest and excitement around the industry drives my curiosity into software and product offerings from both Tesla and competitors. Alongside in-depth industry research on several graduate level projects, utilizing Porter’s Five Forces, and market research conducted on product specific markets, my understanding of how to plan for, locate, and conduct market research is both insightful and actionable.

Strategize and execute growth initiatives for a $100M digital transformation North American business

Translate lessons learned into a newly developed product line to share value within the organization.

Design and support customers’ systems with on-site custom adjustments to create a safer, more efficient process that saves up to millions of dollars a day through preventing costly shut-downs.

Identified and eliminated internal and supplier quality issues to maintain the integrity of Emerson’s industry leading products and its reputation for flagship customer service.

Recognized a pattern of lost technical experience as employees left the company. Solved by creating a digital training ecosystem from which new employees could learn and train.