Customer Service Associate | AT&T | Chicago, IL

This is where I learned what customer service actually means. Not the script — the instinct. I maintained a 92% customer satisfaction rate against an 83% goal, handled billing disputes, and started training new hires before I even had a title for it. I didn’t know it then, but I was already building.

Air Export Agent | Expeditors | Bensenville, IL

A detour that turned into a lesson. Managing international shipments end-to-end taught me that operations without communication breaks down fast. I learned compliance, documentation, urgency — and that every system, no matter the industry, has a gap somewhere.

Customer Service Representative (Live Chat) | Verizon | Rolling Meadows, IL

Verizon was where I leveled up under pressure. Managing up to 7 concurrent escalated live chats simultaneously taught me composure, precision, and how to deliver quality when everything is moving at once.

Before my role ended I was tapped to contribute insights for the company’s new AI-enabled chat system — bringing the thing I knew best to the table: what language, tone, and mindset actually works when a customer is frustrated and trust is on the line. That experience sharpened something I already had — an instinct for spotting where systems are failing customers before anyone else notices.

Customer Escalation Specialist | Amazon Shipping | Chicago, IL

I joined Amazon Shipping during its launch — surrounded by logistics professionals who had never worked a front line a day in their lives. I brought 8 years of customer instinct into a room that needed it badly. In 11 months I resolved 1,500+ complex escalations with a 1.2-day average time-to-resolve against a 3-day goal. I authored talk tracks, trained 5 new reps, built the offshore training materials, and identified 20 process improvements — every single one approved by leadership.

I wasn’t just resolving cases. I was building the infrastructure behind the team.

SDR Team Lead | Amazon Shipping | Chicago, IL

This is where I became undeniable. I built the SDR Playbook from scratch — a living document that mapped the entire customer journey and taught reps how to translate a prospect’s needs into a qualified shipper. Inbound lead conversion went from 24% to 75% under my leadership. I designed Salesforce dashboards, led daily metric analysis, drove cross-functional alignment across Sales, Product, and Marketing, and built an onboarding program that got new hires running solo calls within one week.

When this chapter closed, I didn’t leave with just experience. I left knowing exactly who I am.

I am a builder. A gap finder. An operator who leads with empathy and backs it up with data.

I’ve spent 8 years learning what makes customer experiences work — and the last few years turning that knowledge into systems, playbooks, and frameworks that outlive the roles I held.

Now, I am awaiting my next team to join.. but in the meantime sharpening my skills and also building contributions of my own.