Monthly Archives: May 2022

“Flower” is recognized

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I learned today that my (brand) new drama “A Flower of the Field” is a finalist in a new play competition (“FirstWorks”) sponsored by the group Theatre@First!

Theatre@First is an all-volunteer community theater founded in 2003 and based in Somerville, MA, which draws untapped talent from the surrounding community and presents quality live theater across a number of different local venues.

Check out this great newspaper article about Theatre@First that spotlights their successful navigation of the COVID pandemic and the enthusiasm and the passion for the theatrical arts that they channel and encourage in their local community.

Many thanks to Theatre@First for providing “A Flower of the Field” for its first nod by a theatrical organization!

“The Theater of Customer Service”

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I don’t often mix my work life and my theater life, but I recently authored the following article as part of my “first career” duties that ties again lessons in the theater world and how they apply to the field of customer service / customer experience.

I also previously chatted with speaker Andrea Joy Wenburg on a similar topic in her “Voices of Influences” podcast back in August, 2020, where I discussed how navigating the theater world provides key lessons for navigating the customer experience space.

Outside my theatrical pursuits, I currently serve as CX Advisor at the company Freshworks and have spent over 12 years managing global customer experience organizations and promoting technological changemaking. Specifically, I specialize in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency. Previously, I served as AVP of Consumer Transactions at the event ticket marketplace TicketNetwork, the inaugural VP of Customer Experience at the food tech company Freshly, and also SVP of Customer Experience at the fintech company Albert.

I consider theater “my second job that doesn’t pay as well.”

You can read the full article here!