Mar 2022 – Nov 2023 · 1 yr 8 mos · Montclair, New Jersey, United States

• Jones Road is an edited collection of clean, indispensable makeup products designed for every age, skin type, and skin tone. At Jones Road, we eliminate over 2,700 potentially toxic ingredients from our formulas. Jones Road is sold exclusively online at jonesroadbeauty.com.

Jun 2020 – Mar 2022 · 1 yr 9 mos · Oakland, California, United States

• OLIPOP was founded in 2017 by Ben Goodwin and David Lester. Ben and David have been working together for nearly a decade to find accessible solutions to bring the benefits of digestive health to as many consumers as possible.
• OLIPOP is a deliciously refreshing tonic that is crafted with prebiotics, botanicals and natural plant fiber to support your microbiome and benefit digestive health. We're on a mission to provide an affordable, delicious alternative to soda that delivers leading edge health benefits to mainstream consumers.
• Lead:
• Customer Experience
• Retention
• Some cool stats:
• 30x’d subscription customer base while lowering monthly churn by 70%
• Sustained a CES and NPS (related to CX) score in the 90’s
• Grew revenue driven from CX team by over 1200%
• 88% decrease in 1st response time in 1st 60 days
• 91% decrease in resolution time

Apr 2020 – Jun 2020 · 2 mos · New York, NY

• SIMULATE (Developer of NUGGS) is developing nutrition technology that advances nature’s codebase. SIMULATE’s first product, NUGGS, is a plant-based chicken nugget. 🌱🐔
• First CX team hire at NUGGS.
• Raised CES score from 73 to 97 in first 10 days of employment.
• Worked across ops, growth, logistics to build a tight feedback loop and increase retention.
• Built out “above and beyond” framework to wow customers - raised LTV by more than 30%.
• Maintained average response time of less than 30 minutes on inbound communication.

May 2017 – Apr 2020 · 2 yrs 11 mos

• FUGU Luggage is a DTC luggage startup that invented the first fully expandable suitcase. 🧳
• Hired and mentored a CX team.
• Addressed customer complaints and spearheaded changes in processes across all functions.
• Used data & analytics to improve the customer experience & rebuild trust from ground up.
• Generated repeat funding from ≈ 90% of original investors, raising 7x original target via Kickstarter & IGG for 2nd gen product.
• Executed international rollout for 2nd gen product. Fully sold out with $0 in ad spend.
• Headed logistics department to distribute post-launch. Worked with 4 different 3PL’s to distribute to customers in 64 countries.

Dec 2016 – May 2017 · 5 mos

Jul 2016 – Dec 2016 · 5 mos

Nov 2016 – Jan 2020 · 3 yrs 2 mos · New York, New York

• Sayar Care combines natural formulas with clinical data, allowing us to create effective solutions marketable as clinically tested, while avoiding the lengthy and expensive process required by the FDA for standard clinically tested products.

Apr 2015 – Jun 2016 · 1 yr 2 mos · Greater New York City Area

• Tech-Keys is a top 100 Vertical Market Managed Service IT Provider in NJ. 👨🏻‍💻
• Introduced a formal proactive client management program to identify and address issues.
• Developed and nourished relationships with clients and ensured they were getting a real ROI.
• Catapulted firm’s reputation, enabling 10-fold revenue growth to become a top 100 IT provider in the country.

Apr 2014 – Apr 2015 · 1 yr · Greater New York City Area

• Express Kitchen and Bath is a fast-growing Kitchen and Bath startup in NJ. 👷🏻‍♂️