web & apps    start-up    customer experience    customer service    resume    & other projects    about drew

It's always about the customer: design, launch and support.

Always respect the customer's time and go above and beyond. Every time.

I've spent years leading customer service initiatives that create the best possible experience, whether building a tool or managing support programs. 

My background includes retail experience to managing online and phone customer interactions at AOL, to launching the Gozaic start-up where I personally managed the entire customer experience and service process (even launching a call center in Manila).

Customer service is holistic. It starts at the project ideation phase, moves into design and development, is part of the marketing efforts and continues for as long as the product is in the hands of the customer/client.

Every interaction, no matter the platform, should be designed to create a promoter and resolve the potential detractor.