🔥 core strengths

strategic vision & execution
architected scalable customer experience strategies at cornbread hemp, integrating ai, automation, and human touchpoints to improve retention, reduce workload, and elevate brand reputation. streamlined operations to support rapid growth while preserving team bandwidth.

leadership & team development
cultivated growth-centered team cultures at trakstar, mitratech, and cornbread hemp, mentoring peers and direct reports with empathy and accountability. designed onboarding, training, and performance development systems that accelerated ramp time and empowered team members to step into leadership readiness.

crisis navigation
navigated periods of high volatility—including acquisitions, system misconfigurations, staffing transitions, and operational bottlenecks—with calm, clarity, and results. protected performance outcomes while maintaining psychological safety across the team.

process design
built comprehensive internal playbooks, escalation protocols, and knowledge-sharing systems across helpscout, freshdesk, shopify, skio, and gorgias. developed cs retention playbooks, onboarding structures, and renewal tracking systems to improve internal efficiency and long-term consistency.

emotional intelligence
held space for team members through professional and personal challenges; known for bringing clarity, humor, and compassion into high-stakes conversations. recognized as a steady, authentic presence who fosters alignment and trust across departments.

📈 performance milestones

annual review highlights

“you have faced challenges that stump even seasoned leaders… handled them with skill and maturity well beyond my expectations.”
“you excel in thinking strategically and big picture… you advocate weekly for issues that need addressing across the platform.”
“even when conversations have been tough, you balance advocating for the team, broader goals, and—most importantly—our customers.”

90-day reviews

• leading or outperforming in every category across multiple review cycles

• launched onboarding materials, internal training resources, and support-facing documentation

• coached peers in escalation and de-escalation strategies using the “firm with mittens” method

• made immediate contributions to support operations and customer sentiment

🧠 notable initiatives

• gorgias ai agent relaunch
  identified and corrected a critical configuration gap; restored automation, trained team and leadership, and significantly improved accuracy and response speed.

• customer lifecycle automation
  created scalable communication structures for low-revenue client segments; automated outreach, check-ins, and renewal workflows. built internal templates, training, and resource repositories.

• support team turnarounds (circa & cornbread hemp)
  rebuilt underperforming support teams; implemented onboarding and accountability systems, improved satisfaction and response metrics, coached team members, and led hiring efforts.

💬 peer & leadership feedback

“a mentor to newer teammates and a resource for cross-training teams.”
“you provide exceptional service, consistently at the top of performance metrics.”
“helped me grow myself, through learning from you.”
“grace is an awesome human and a tremendous asset.”

🌱 leadership philosophy

grace leads with clarity, curiosity, and conviction. her approach is grounded in operational excellence, radical candor, and emotional depth—balancing high expectations with a strong sense of humanity. she believes in co-creating systems where people are trusted, heard, and empowered to do meaningful work.

she thrives in roles where autonomy and collaboration go hand-in-hand, and where honest feedback is seen as a gift, not a threat.

📎 portfolio addendums (available upon request)

• gorgias ai agent relaunch analysis & impact metrics

• support operations redesign documentation

• onboarding & internal knowledge systems

• anonymous 360 feedback excerpts & coaching testimonials