I'm a long-term problem solver, quality assurance professional, and manager who now focuses on community management and all aspects of the customer experience. My career has always been focused on good experiences for both the customers who use the products I work on and the employees who build those products.
Working in quality assurance from 1996 through 2016, I learned a lot about understanding the perspectives of everyone involved with a product and filling the gaps in expectations. In 2016, I took on a new role leading customer service and community management for an amazing group of technology professionals. Since then, I have been focusing on my skills as a leader, motivator, and ambassador for technology professionals.
Early in my career, in the late ‘90s, I worked in London and had the iconic warning to "mind the gap" repeated to me countless times while waiting for the Tube. In recent years, I’ve realized how accurately this phrase describes my approach to business. Mind the gap between your employees’ expectations and their perception of how those expectations are fulfilled. Mind the gap between your customers’ expectations and their perception of your service. Mind the gaps in communication between your customers and your employees. Most importantly, mind the gap between your business strategy and all of the above.