Professional Career
Customer Experience (CX) Program Manager
Customer-obsessed, tech-driven leader with 15+ years of experience spanning customer experience strategy, full-stack development, and operational excellence. Proven ability to architect and execute digital transformations, migrating CRM systems, building automated workflows, and delivering measurable growth in both B2B service and marketing functions. Adept at bridging C-suite vision with hands-on execution to create scalable, user-centric solutions
- Customer Journey Mapping: Lead end-to-end customer journey workshops and continuous improvement initiatives, driving a 20% increase in digital touchpoint satisfaction.
- Voice-of-Customer Programs: Design and manage feedback loops (surveys, interviews, NPS) to surface actionable insights and influence product/service roadmaps.
- CRM Integration & Optimization: Oversee SAP CRM and Monday.com integrations—including data mapping, workflow automation, and user acceptance testing to streamline 150+ user processes.
- CX KPI Development & Reporting: Define, track, and present core CX metrics (NPS, CSAT, resolution times, digital adoption rates) in monthly executive reviews.
- Platform Migration Leadership: Manage the technical migration from Monday.com to SAP CRM, coordinating cross-functional teams, training 150+ users, and ensuring zero downtime.
- AI-Powered Tool Development: Architect and launch AI-driven quoting and service-portal applications using OpenAI and Zapier, reducing manual workloads by 40%.
- Automation & Workflow Design: Implement Zapier and custom API integrations to automate case routing, notifications, and data enrichment—cutting average process time by 30%.
- Digital Adoption Strategy: Create training materials, webinars, and support documentation to drive a 25% lift in self-service tool usage across sales and service teams.
- Executive Stakeholder Alignment: Facilitate quarterly steering sessions with CFO, COO, and Marketing leadership to align on CX roadmap, resource planning, and KPI targets.
- Field Service Management Evaluation: Lead platform evaluations (Zoho FSM, ServiceMax, etc.) and build implementation roadmaps tailored to a subsidiary company’s 50–70 pump service volume.
Fueled by a passion for innovation, I continually sharpen my expertise through advanced AI and Digital Customer Experience coursework while exploring the latest martech breakthroughs. This proactive approach equips me with fresh, data-driven insights and creative problem-solving skills that drive measurable impact. Ready to lead transformative initiatives, I thrive at the intersection of technology and customer experience, delivering results that resonate with both users and executive stakeholders.
Previous Experience
- Online Marketing Specialist | 2020-2025
- Metrology Engineer | 2018-2020
- Quality & Laboratory Manager | 2016-2017
- Calibration Technician | 2014-2016
- United States Marine Corps | 2009-2014
Education
- DeVry University | Master of Science - Website Development
- Purdue University Fort Wayne | Bachelor of Science - Web Page, Digital/Multimedia and Information Resources Design
Skills & Knowledge
Strategic Leadership & CX
- KPI Definition & Executive Reporting
- Customer Experience Strategy & Journey Mapping
- Voice-of-Customer Programs
- Change Management & Stakeholder Alignment
Digital Strategy & Martech
- CRM Architecture (SAP CRM, Monday.com)
- Analytics & data-Driven Optimization (GA4, SEMrush)
- Content Management Systems (WordPress, Firebase)
Technical & Development
- Full-Stack Web Development (Javascript, React, Node.js)
- API Integrations & Automation (OpenAI, Zapier, DocuSign)
- UX/UI Best Practices & Performance Optimization
- DevOps Fundamentals (cPanel, Apache, Server Administration)
About Me
My love for learning has been a driving force throughout my life. From a young age, I was fascinated with technology—starting with 5-year-old me taking apart the family computer without a clue on how to put it back together. Of course, I had to learn quickly when my father discovered what I had done with our hefty investment spread across the living room floor.
I discovered my passion for coding in middle school during my first HTML class, and I’ve been pursuing knowledge ever since. In high school, I worked freelance for small businesses, crafting custom websites, which naturally led me to study Information Technology in college. However, a year before graduating, I realized I needed a new challenge. I wrote my father a long letter explaining my boredom with college, and soon after, I found myself in a Marine Corps recruiter’s office, signing up for five years of active duty.
My time in the Marine Corps instilled in me a profound attention to detail, discipline and my ability to lead teams successfully. I excelled in my training, eventually becoming a calibration technician, troubleshooting aircraft components down to the minutest details to ensure precision and accuracy. I quickly became a shift supervisor and together with my team took our laboratory to one of the best in the Marine Corps. After my service, I continued in the calibration field, working as a laboratory and quality manager, where I absorbed everything I could about the civilian world of calibration. I even wrote policies, memorized quality manuals, and conducted audits to bring additional certifications to our labs.
Despite my success in calibration, I couldn’t ignore my passion for web development. I returned to school to finish my undergrad, this time focusing on multimedia graphic design with an emphasis on web development. I thrived in this environment, constantly craving more knowledge. After earning my bachelor’s degree, I immediately pursued a graduate program centered on web development and digital marketing.
While in grad school, I continued working as a Metrology Engineer for my current company, but my passion led me to custom-build a new website for them, bringing new services and information to their customers. This initiative transitioned me into my current role, where I manage everything from top to bottom in our digital marketing efforts— from server management to developing custom web applications using various APIs.
I thrive on new challenges and stay current on emerging trends in both design and development. My journey reflects a relentless pursuit of knowledge and a passion for technology that has guided my career.
Hobbies
I love spending time with my wife who is an incredible graphic designer and our son, who was born in March 2024. Learning is my true passion, and I dedicate a lot of my time to it. I also have a 2004 Volkswagen R32, a dream car of mine that I’ve fully rebuilt and upgraded, including turbocharging the naturally aspirated 3.2L engine.
I enjoy tackling projects around the house. My wife and I renovated our current home, even knocking out walls and building a custom master closet. We’ve renovated rental properties and are currently building new construction! I’m an avid gym-goer, and if I’m not in the gym, I’m out for a run. Exercise is essential to me, often getting me out of bed early in the morning to ensure I start my day with a workout.
In my younger years, I gamed competitively, traveling to compete in tournaments. However, now in my mid-30s, with a family, I usually spend my free time with them or working on my latest passion project or web application. I am the owner and developer of https://platable.io, an AI recipe web application that takes the guess work out of meal planning and prep.
I actively follow a variety of content creators who are leaders in the fields of digital marketing, photography, videography, and development. These creators provide valuable insights and inspiration that help me stay current with industry trends and continually refine my skills. Whether it’s exploring new digital marketing strategies, mastering the latest photography techniques, or diving into advanced development practices, I’m always eager to learn from those who are at the forefront of these dynamic industries.