The generalist

in your back pocket

A high margin, high value, ultra-efficient operator centering and scaling customer experience to deliver revenue growth.

Scroll to begin learning what my twenty years of experience has to offer.

LEADERSHIP

Throughout my career, I have led and mentored teams, fostering collaboration and driving positive outcomes. I have a bias towards action and experience launching and growing new ventures that highlights my strategic thinking and expert execution. I drive organizational change and process improvement through my strong relationship building skills and ensuring my communication is always targeted to my specific audience. 

I organize chaos and drive team engagement & productivity by leading by example, building trust through clear and consistent communication and prioritizing employee & customer experience in change management.

  • UNBOUND: November 2023 - Current

    Highlighted Skills & Mindsets:

    • Public Speaking

    • Marketing & Social Media Management

    • Project Management

    • Collaborative spirit

    • Entrepreneurial

    UNBOUND is a women’s entrepreneur community that I co-founded with Emily Johnson and Katy Buhr. We looked around, connected dots and recognized there was an abundance of women running their own businesses. As we discussed the challenges of working by yourself, we leaned into our belief that collaboration is better than competition.

    March 2024, we hosted our first monthly meeting and we have grown our in-person community to 30 members.

    We are planning on growing & expanding UNBOUND to new communities at some point in 2025.

  • Rapids Brewing Co: September 2022 - November 2023

    Highlighted Skills & Mindsets

    • Team Leadership

    • Organization

    • Project Management

    • Marketing Strategy

    • Growth-focused

    • 0-1 Building

    As the Events & Marketing manager, my role was unique in that it touched every aspect of the business and I worked closely with the owner, taproom manager, chef and head brewer to align on marketing strategies & executing events.

    Construction on the new attached event space had finished, and I was hired to help fill that room with guests and parties. I successfully executed over 200+ events from initial inquiry to final clean-up, within a 12 month period.

  • BetterUp: June 2021 - July 2022

    Highlighted Skills & Mindsets

    • 0-1 Building

    • Growth-focused

    • Organization

    • Training & Development

    BetterUp traditionally offered their products & services in the B2B space. They began building a direct-to-consumer (D2C) product and brought me on to develop all customer operations.

    I developed processes and workflows for the Customer Support team and provided escalation support.

    I provided support to external BPO Support Teams as well as internal Tier II and Account Management teams.

    I served as the point of contact for all customer experience related questions as it related to the consumer products offered.

  • Sezzle: February 2021 - May 2021

    Highlighted Skills & Mindsets

    • Team leadership

    • Empathy

    • Organization

    • Attention to detail

    • Growth mindset

    Although brief, my time working at Sezzle was impactful.

    I supported a team of 8 Shopper Agents and piloted the first Live Chat team in the support department.

    I streamlined a disorganized group of 6+ Team Leads by developing daily expectations and initiated an Employee Engagement program for the department.

    I partnered with internal teams such as Sales, Product, Technical Support and Fraud to resolve escalated and high touch fraud concerns.

  • Dunn Bros Coffee: June 2017 - August 2018

    Highlighted Skills & Mindsets

    • Team Leadership

    • Training & Development

    • Organization

    • Cost-conscious

    • Growth focused

    • 0-1 Building

    My experience with Dunn Bros began in a traditional coffee shop model owned by the corporate team. When I stepped into the management role, the team was chaotic, inconsistent and lacked customer experience training.

    I implemented communication structures and used data-driven strategies to increase sales by 10% and decrease waste by 5%.

    My early success transitioned my role to include training franchise owners & teams.

    I was promoted to open the first of its kind restaurant; The Eatery by Dunn Bros in a high volume hospital with a product mix of 70% food and 30% beverage.

    • Recruited, trained and managed a team of 15 team members.

    • Managed inventory & administrative work in balance with operating a restaurant with two peak windows; breakfast & lunch.

    • Developed systems & processes in a new environment to support efficiency & productivity.

  • Valvoline Instant Oil Change: July 2010 - March 2012

    Highlighted Skills & Mindsets

    • Team Leadership

    • Cost-conscious

    • Grit & Empathy

    • Growth-focused

    Yes, you read that right - I changed oil for two years of my career and gained new skills and knowledge about a completely different industry.

    As a woman in a male-dominated industry, I overcame unique challenges and gained the trust of my team by leaning into my servant leadership, clear communication and ability to get sh*t done.

  • Caribou Coffee Corp: July 2005 - June 2010

    Highlighted Skills & Mindsets

    • Team Leadership

    • Training & Development

    • Empathy

    • Growth-focused

    Spearheading my career growth, I began as a Team Member and was promoted twice into Shift Supervisor and later Assistant Manager.

    I supported locations throughout the Twin Cities, including two manager training locations.

    I managed a location without a General Manager for 6+ months and decreased attendance issues and product waste.

  • KAXE / Northern Community Radio: March 2024 - Current

    I currently volunteer for our local community radio station board and lead a fundraising committee, developing proposals for events & capital campaign strategies.

CUSTOMER

EXPERIENCE

I design and execute out-of-this-world customer experiences for organizations by leveraging 20 years of customer service expertise and meticulous planning so that businesses cultivate lasting customer relationships and drive growth through the power of customer feedback.

As a customer-centric professional, I thrive on solving complex problems and concurrently providing out-of-this-world empathy & support. I not only solve a problem, I find the root cause to eliminate the problem altogether. My experience working in various roles & industries enables me to work in various areas of customer experience such as; account, vendor, client and product management. My interpersonal skills, hyper-organization and clear communication are the foundation of effective cross-functional collaboration to deliver seamless customer experiences.

  • Rapids Brewing Co: September 2022 - November 2023

    As the Events & Marketing manager, I was responsible for every element of both guest hosted events and brewery hosted events.

    I executed 200+ events within a 12 month period by prioritizing effortless, consistent & clear customer experiences.

    I implemented a 24 hour service level agreement, ensuring all event leads, clients and partners received a response within one day.

    I created layouts, menus and themed decoration plans to create an effortless decision-making process for all guests.

    I coordinated internal timelines for brewery hosted events like Pumpkin Carving, Kitchen Takeover, Wine Tastings, Artisan Markets, Comedy Shows and more. I prioritized consistency in marketing & communications to build strong event attendance.

    I created processes for providing price quotes and invoices with clear and transparent terms and details for providing payment to avoid financial friction.

    I organized and managed every ‘controllable’ element prior to an event to be available for all the uncontrollable moments that require support, like impromptu reception DJ-ing. (Yes, that is a real example.)

  • BetterUp: June 2021 - July 2022

    BetterUp traditionally offered their products & services in the B2B space. They began building a direct-to-consumer (D2C) product and brought me on to develop all customer operations.

    I served as the point of contact for all customer experience related questions as it related to the consumer products offered.

    I used customer insights to create requirements and metrics for success that guided product enhancements and new features

    I created custom solutions for consumer needs by leading billing technical support

    I built the Consumer Help Center content and created processes for ease of change with an ever growing product experience.

    I provided copy feedback and suggestions with our marketing teams to ensure accuracy in offerings and pointing out consumer mindsets vs. corporate mindsets.

    I conducted user research via interviews & surveys to drive the product roadmap

  • Sezzle: February 2021 - May 2021

    Although brief, my time working at Sezzle was impactful.

    I utilized active listening skills to connect dots between customer concerns and complaints to identify risks and fraud.

    I provided coaching & feedback on improving customer experiences through support interactions.

    I achieved 99% Quality Assurance metric in my first 30 days and exhibited strong product and process knowledge, handle escalated situations in all support channels, manage volume and which channels Shopper Agents

  • When I Work: October 2018 - February 2021

    I consistently exceeded customer satisfaction and quality assurance metrics, averaging 98% or higher, demonstrating a commitment to providing exceptional customer service

    I balanced providing personalized end user experiences via email and live chat and providing internal support to peers and partners

    I played a key role in projects that enhanced the customer experience, such as the redesign of Care Confluence and the development of COVID-19 relief initiatives

  • I worked in coffee shops, sit-down restaurants, fast-service restaurants and retail stores for a combined 10+ years.

    Working in the service industry in addition to corporate call center or support team work gives me a thorough understanding of customer journeys and distilling feedback and insights.

    I have always achieved metrics 95% or higher in any customer service based role. I use a proactive approach to eliminate points of friction and increase opportunities to enhance a customers experience.

    I quickly disarm others and gain trust, allowing me to communicate more effectively when handling complex situations or experiences.

    I maintain a level of service equally amongst a variety of types of customers highlighting my agility in adapting to different circumstances and situations.

OPERATIONS

I bridge gaps between departments to build scalable operational frameworks from 0 to 1 for small to medium-sized organizations by analyzing business needs, designing optimized processes, and implementing systems to drive growth and productivity.

Making the gears turn seamlessly is my sweet spot and I refer to myself as an organizer of chaos. I drive revenue goals while simultaneously reducing costs through improved process efficiencies. I leverage technology to identify trends, automate tasks, reduce risk and enhance productivity. I bring a fresh perspective to cross-functional challenges, inspiring out-of-the-box approaches to problems-solving.

  • Rapids Brewing Co: September 2022 - November 2023

    I was the first person in this role and built 0-1 processes for managing different types of events.

    I created layouts, menus and themed decoration plans to support efficiency & consistency in guest experiences and time management.

    I developed the invoice and billing process, customizing the point-of-sale system to support different event products and services.

    I created monthly goals and metrics and developed methods of reporting to observe and adapt the event strategy based on results.

  • BetterUp: June 2021 - July 2022

    BetterUp traditionally offered their products & services in the B2B space. They began building a direct-to-consumer (D2C) product and brought me on to develop all customer operations.

    I enhanced consistency and speed of service by building enablement and communications, systems and processes.

    I spearheaded the operational functions of the consumer business, overseeing team expansion and onboarding three new team members to support the growing product line.

    I built the external consumer Help Center content and created processes for ease of change with an ever growing product experience.

    I curated and consistently updated the internal knowledge base for all D2C product, marketing & support based content.

  • Dunn Bros Coffee: June 2017 - August 2018

    I implemented data-driven strategies that resulted in a 10% increase in sales and a 5% reduction in waste, demonstrating a commitment to operational efficiency and profitability.

    I led the successful opening and launch of the first Eatery by Dunn Bros Coffee, overseeing all aspects of the business, including recruiting, hiring, training, and operations

  • I cross-functionally collaborated with other departments to ensure seamless communication and efficient problem-solving for over 300 customer service representatives.

    I led strategic initiatives, including the development and implementation of a communication strategy that boosted readership by 10% and the successful redesign of the Customer Support intranet navigation and search functionality.

    I supported a company-wide ERP transition, contributing to the planning, execution, and implementation of the new system.

    I developed and implemented store display change plans for over 450 locations to support the company's transition to digital smart-beds.

MARKETING

I have a history of developing and implementing effective marketing strategies that drive growth & engagement. As a creative writer and expert operator, I prioritize consistency through brand development, establishing brand standards, evaluating competitors and identifying the target audience. I am skilled in data analysis and use insights to pivot and adapt to an ever-changing digital world.

I build brand loyalty for B2C businesses by delivering consistent messaging across multiple channels, centering customer experience & using data informed insights so they retain customers and drive repeat business.

  • UNBOUND: November 2023 - Current

    UNBOUND is a women’s entrepreneur community that I co-founded with Emily Johnson and Katy Buhr. We looked around, connected dots and recognized there was an abundance of women running their own businesses. As we discussed the challenges of working by yourself, we leaned into our belief that collaboration is better than competition.

    • I manage brand design & voice

    • I manage Social Media Strategy & create content for social posting.

    • I manage all external communications and public relations

  • Oberon’s Acres: July 2022 - Current

    I own and operate a small farm raising chicken and growing fresh produce.

    I am responsible for all marketing, branding and communication strategies for this brand.

  • Rapids Brewing Co: September 2022 - November 2023

    I implemented effective promotional strategies to drive sales and repeat customers.

    I created & implemented an event strategy to continuously grow & evolve events that attract and retain customers.

    I developed and supported a successful marketing strategy that drove significant growth in both social media followers and in-store foot traffic.

    Developed multiple marketing campaigns to drive quarterly goals and increase brand trust

  • Dunn Bros Coffee: June 2017 - August 2018

    Highlighted Skills & Mindsets

    • Team Leadership

    • Training & Development

    • Organization

    • Cost-conscious

    • Growth focused

    • 0-1 Building

    My experience with Dunn Bros began in a traditional coffee shop model owned by the corporate team. When I stepped into the management role, the team was chaotic, inconsistent and lacked customer experience training.

    I implemented communication structures and used data-driven strategies to increase sales by 10% and decrease waste by 5%.

    My early success transitioned my role to include training franchise owners & teams.

    I was promoted to open the first of its kind restaurant; The Eatery by Dunn Bros in a high volume hospital with a product mix of 70% food and 30% beverage.

    • Recruited, trained and managed a team of 15 team members.

    • Managed inventory & administrative work in balance with operating a restaurant with two peak windows; breakfast & lunch.

    • Developed systems & processes in a new environment to support efficiency & productivity.

  • Grand Rapids Farmers’ Market: 2024 Season

    I doubled funds raised year-over-year at the annual market fundraising event.

    I directed marketing strategy, supporting social media efforts, and successfully increasing Facebook page visits by 7% year-over-year.

    I developed a comprehensive marketing & brand guide and proposed a new strategic approach to position the Farmers Market as a regional leader.

    I increased sign-ups for the children's produce program by ~20% YoY through strategic marketing campaign efforts.