Here’s What I’ve Been Up To
Throughout my career, I’ve intentionally worked across diverse industries – from fintech, SaaS, and higher education to retail, non-profit, and more – to better understand how people think, what customers need, and how innovation happens in different environments.
I’m a versatile, intuitive, and customer-focused leader who adapts quickly, loves learning new industries, and brings a test-and-learn mindset to solving problems and building better experiences. My background helps me connect dots across teams and disciplines, see the big picture, and stay open to new ideas and possibilities.
I deeply value collaboration and genuinely enjoy building alongside smart, creative people who want to make things better.
Travel
I’ve lived in 10 different U.S. states and traveled widely across the country, in addition to visiting 12 countries throughout Central America, Europe, and Asia, from Costa Rica to China.
I love immersing myself in new cultures: trying unfamiliar foods, soaking in local fashion and customs, and connecting with people from all walks of life.
Some of my favorite moments? Getting left in the dust by a woman in high heels while I slowly climbed the super steep Great Wall of China. Diving into pastry shops in France. Watching late night flamenco dancing in Sevilla. White-knuckling across narrow railing-less bridges in Costa Rica. And stepping back in time to explore the medieval history of Great Britain.
Each trip inspires me, broadens my worldview, and brings fresh perspectives to my life and work. There’s still so much of the world to see and experience, and I can’t wait to go.
Education
Experience
Senior Product Manager – Support Innovation & Customer Experience
At Cash App, I founded and led a cross-functional customer support innovation team focused on improving customer experience at scale while increasing operational efficiency. Using rapid experimentation, piloting, and iterative development, we identified and solved high-impact customer pain points while optimizing support systems.
Working closely with engineering, machine learning, legal, and operations teams, I helped shape and prioritize scalable, AI-enabled support solutions grounded in customer insight, operational data, and business impact.
Some of the initiatives I led included developing an industry-first and U.S. patent pending AI/ML scam detection system that reduced scam detection time from roughly three days to 0.6 seconds with 99% accuracy, while freeing more than $2 million in operational capacity for higher-value initiatives.
I also led experimentation-driven support innovations that increased customer satisfaction by 58%, reduced case abandonment by 30%, and helped improve Cash App’s Trustpilot score by 283%.
Beyond the outcomes themselves, one of the things I’m most proud of is helping build a strong culture of innovation, experimentation, and creative problem-solving across the team.
Senior Demand Generation Marketing Manager
At Trimble Viewpoint, I led integrated virtual event and digital demand generation programs focused on increasing customer engagement, accelerating pipeline growth, and improving the attendee experience.
I led the company’s flagship annual user conference, helping drive a 2x year-over-year increase in hot leads and a 20-point lift in attendance rates through gamification tools and targeted engagement strategies.
I also led the implementation of a new interactive digital event platform, including platform selection, integrations, and API implementation to improve attendee engagement, streamline data capture, and create a more connected customer experience.
My work regularly brought together marketing, product, and technical teams, reinforcing my passion for blending customer insight, experimentation, creativity, and technology to build smarter experiences and stronger business outcomes.
Senior Product Manager, Support Innovation & Customer Experience: Dec 2017 – Jan 2021
At Cisco, I founded and scaled an AI- and data-driven support innovation function focused on improving digital customer experiences, operational efficiency, and intelligent support systems at enterprise scale.
Working across product, engineering, marketing, operations, and data science teams, I led 0→1 discovery, experimentation, and MVP development initiatives designed to rapidly validate and scale new service concepts. My work focused heavily on customer insight, AI-enabled personalization, automation, and continuous optimization across digital support channels.
One of the key initiatives I led generated more than $2 million in pipeline through digital engagement efforts within six months. I also designed and piloted AI/ML routing and filtering systems that improved routing accuracy to 99%, helping teams prioritize high-value customer interactions and improve operational efficiency at scale.
I built and led a 9-person innovation team spanning experimentation, support operations, and social listening, while also expanding Cisco’s expert engagement ecosystem to better connect customers with the right knowledge and technical support resources.
In addition, I owned roadmap and vendor integration strategy for social and analytics platforms, leading build-versus-buy evaluations and securing $1.2 million in cost savings through vendor negotiation and platform optimization.
Product & Omnichannel Manager – Digital Experience Innovation: Dec 2016 – Nov 2017
Fashion Editor/Feature Writer
Led the development and execution of fashion and lifestyle content for the region’s top publication for young professionals, overseeing editorial strategy, storytelling, and creative direction for original fashion editorials and feature content.
Partnering closely with the creative director, I helped bring editorial concepts to life through writing, editing, and visual storytelling that aligned with the magazine’s brand, audience, and creative vision.
Senior Manager, Digital Engagement
At Drake Cooper, I led a multidisciplinary digital engagement team of six, including producers, engagement specialists, and creatives, to develop and execute integrated multi-channel campaigns across email, social, content, landing pages, and websites.
My work focused heavily on experimentation, A/B testing, campaign optimization, and performance analysis to uncover customer insights and continuously improve engagement outcomes. I also built testing and measurement frameworks that helped optimize campaigns and inform broader channel strategy.
Across client campaigns, our work contributed to a 34% year-over-year increase in social engagement and a 52% increase in blog traffic.
I partnered directly with clients to shape digital strategy, define business goals, and translate customer and performance insights into measurable growth opportunities. My client portfolio included organizations such as Boise Cascade, Simplot Foods, CBH Homes, Idaho Humane Society, the Idaho Division of Tourism, and the J.A. and Kathryn Albertson Foundation.
Lifecycle & Loyalty Marketing Manager
At Old Navy, I led acquisition, activation, and loyalty marketing initiatives focused on customer growth, retention, and lifecycle optimization across direct marketing, CRM, email, and in-store campaigns.
I owned the strategy and execution of targeted lifecycle programs for the Old Navy credit card, helping drive more than 17,000 new signups, a 363% year-over-year increase, and $14 million in incremental revenue through funnel optimization, audience segmentation, and continuous testing.
My work focused heavily on experimentation and performance optimization to improve engagement and strengthen customer relationships. I also led retention campaigns that achieved a 232% ROI and exceeded engagement goals by 233%.
Partnering closely with creative, analytics, and brand teams, I helped deliver cohesive, data-informed customer experiences that aligned with brand strategy and supported measurable business growth.
Digital Marketing Manager – Customer Acquisition and Loyalty
At NatureBox, I led customer acquisition, retention, and lifecycle marketing initiatives for a rapidly scaling snack subscription company, focusing heavily on experimentation, personalization, and customer engagement optimization.
My work included end-to-end strategy and execution across email marketing, landing page optimization, promotional partnerships, social campaigns, and contest-driven acquisition programs designed to grow and retain the subscriber base.
Through segmentation, targeted lifecycle campaigns, and continuous A/B testing, I helped grow the lifecycle email subscriber base by 2,000% year over year and improve partner conversion rates by 40%. Ongoing experimentation efforts also increased click-through rates by 45% and improved seasonal product conversion by 19%.
Partnering closely with creative and cross-functional teams, I helped ensure a cohesive customer experience and consistent brand voice across digital customer touchpoints.
Omni-Channel Marketing Manager
At Pearson, I led digital acquisition, onboarding, and lifecycle marketing initiatives for a portfolio of online higher education clients, including the University of Florida and Thunderbird School of Global Management.
My work focused heavily on customer journey optimization, experimentation, and conversion strategy across email marketing, landing pages, websites, and digital advertising campaigns. Through UX optimization and A/B testing, I helped improve landing page conversion rates by 44%.
I also developed email marketing best practices and experimentation frameworks that increased average click-through rates by 145%, while continuously optimizing digital experiences to improve lead generation, engagement, and conversion performance.
Partnering closely with creative, analytics, and cross-functional teams, I helped shape data-informed customer experiences designed to support long-term enrollment growth and engagement.
Travel Photos
