Aug 2025 – Sep 2025 · 1 mo · Minnesota, United States · Remote

• Supported pre-launch community strategy and audience engagement efforts for the Levitask Kickstarter campaign.
• Provided guidance on the post-Kickstarter community strategy.

Apr 2025 – Sep 2025 · 5 mos · Minnesota, United States · Remote

• Consulting with GEM Health to deliver a community strategy for their members.
• Platform assessment and selection
• Programming (phased)
• Resourcing assessment
• Measurement methodologies and KPIs

Mar 2025 – Mar 2026 · 1 yr · Minnesota, United States · Remote

• Consulting with HLRBO to build a community strategy for their members.
• Platform selection
• Programming
• Resource planning
• Measurement and outcomes

Jan 2024 – Jan 2025 · 1 yr · Minnesota, United States · Remote

• ▪Relaunched the 1Password community, to increase user engagement and product adoption through targeted programs.
• ▪Designed a private beta program to gather user insights, optimizing self-service resources and refining community positioning.
• (Laid off)

Aug 2022 – Present · 3 yrs 8 mos · Minnesota, United States · Remote

• ▪Providing strategic guidance to organizations on community and digital experience strategy.
• ▪Includes advisory, consulting/fractional engagements and FTE
• ▪Built a comprehensive community and social strategy for the Web3 talent marketplace @Braintrust (Laid off)
• ▪Partnered with @Infinite Marketing, delivering an expansive digital community strategy for a new wellness brand.
• ▪Provided strategic advice and guidance to a number community platforms.
• ▪Building and executing a full community strategy for a brand that is disrupting land leases for outdoor experiences. Also providing fractional leadership support for long term strategy.
• ▪Creating content and guidance to help support and grow community and other digital experience industries, including Scalable Support and PMM.

Jun 2021 – Sep 2022 · 1 yr 3 mos · Remote

• ▪️Built and scaled a global talent community of 10M+ users, implementing automated education programs that increased new talent earnings by 250% in their first 30 days.
• ▪️Designed and launched a certification and skills initiative, improving product engagement and professional development opportunities.
• ▪️Introduced community-driven support mechanisms, reducing customer service costs by 20% YoY.

May 2019 – Jun 2021 · 2 yrs 1 mo · Minneapolis, Minnesota

• ▪Led the development of a global customer community, contributing to 23% YoY growth in retention and expansion revenue.
• ▪Created a community ambassador program, aimed at our “top 1%” of engaged users.
• ▪Launched a virtual events series, driving $9.5M in influenced revenue and fostering deep community engagement.
• ▪Worked with multiple Vendors to implement an awarding ML search application for the community, enabling increasing search accuracy, and providing data driven insights for experience improvements.

Jun 2017 – May 2019 · 1 yr 11 mos · Minneapolis, Minnesota

Jun 2015 – Jun 2017 · 2 yrs

• ▪️Designed and implemented a social-first customer engagement strategy, improving self-service
• adoption and community interactions.
• ▪️Migrated and relaunched Pregnancy.org, transforming it into a thriving peer-to-peer support network.

Oct 2013 – Jun 2015 · 1 yr 8 mos · Richfield, MN

• ▪️Led the initial development of a continuous improvement capability with potential cost savings over $2 million already identified in the first project to optimize agent process
• ▪️Lead mini kaizen events aimed at identifying opportunities within Best Buy’s Enterprise Customer Care, using SIPOC, KANO Analysis, Brown Paper process exercises and Barriers and No sessions etc.
• ▪️Introduced new process mapping standards to Enterprise Customer Care as the first step towards continued BPM growth.

Jan 2013 – Apr 2014 · 1 yr 3 mos · Richfield, MN

• ▪️Re-designed Best Buy’s Enterprise Customer Care knowledge management strategy for agents and customers. This included introducing taxonomy, best practices and quality management to the capability
• ▪️Deployed a new knowledge management tool to 10,000+ agents across multiple contact centers and 3rd party vendors
• ▪️Worked cross-functionally share agent knowledge through our customer forum sites and bring blogs and forum solutions to our agents
• ▪️Strategically involved in the re-design of the Customer Help pages on BestBuy.com working cross functionally with BestBuy.com to plan the introduction of Agile Channeling/Content Filtering

Aug 2011 – Dec 2012 · 1 yr 4 mos

• ▪️Responsible for ensuring the new decision tree method of delivering knowledge content to TalkTalk front line agents and customers was of the requisite standard and was fully leveraging the technology to increase customer experience
• ▪️Helped to design/re-design the best practice standards used for customer and agent facing knowledge content
• ▪️Helped manage workflow processes for stakeholders requesting new content for internal and external customers

Feb 2010 – Aug 2011 · 1 yr 6 mos

• ▪️Assigned to manage the Quality and Training team within the Operational Excellence team. This involved taking broken quality assurance processes and using data to fix them, resulting in a more efficient team.
• ▪️Introduced branding direction within the Best Buy Europe (How2) Business Process Management tool. This included a complete new structure giving a new UI that offers end-users a more logical way of accessing the processes that they need.
• ▪️One of 5 winners of the 2011 Gartner Business Process Management (BPM) Excellence Award. Specifically part of the Operational Excellence Team that was overall winner in the ‘Leveraging BPM Technology’ category
• ▪️Developed and trained Best Buy Europe process engineers in the use of Nimbus Control, an industry leading Business Process Management tool
• ▪️Increased the overall customer satisfaction score in customer facing roles by 10-38% in 2010 through deployment of Best Buy Europe’s Business Process Management tool. This was achieved because the system introduced was more user friendly and enabled advisors to access processes more efficiently