Summary
Long-tenured CX leader who grew within a single brand — joined Tommy John in 2014 and advanced through team lead, manager, senior manager, director, and senior director roles — giving him deep institutional knowledge about product, training, and scaling CX for a premium DTC apparel brand. theorg+1
Builder of agent-centric training and operations — emphasizes efficient, in-person onboarding (seven days classroom plus nesting), a comprehensive SOP playbook, ongoing training with product samples, and empowerment of agents to make judgment calls that improve first-contact resolution and customer loyalty. cxplained+2
Balances personalization with automation — treats AI and automation as tools to remove repetitive work while protecting the brand's premium, human-led service; pursues cautious, incremental AI adoption focused on improving agent efficiency and customer self-service. gorgias+2
Sees CX as a revenue and retention driver — measures success with CSAT, company NPS and product reviews, follows up with detractors, and tracks revenue-per-interaction and conversion metrics to show how service can directly influence sales. gorgias+2