2008 - 2018
Web.com/Yodle
Over 9 years I progressed from marketing specialist to leading the product support team and later an agile transformation across business units. I drove major delivery, quality, and process improvements; decreasing time to market by 15%, cutting defects by 60%, and launching scalable support systems used company-wide. My work laid the foundation for stronger cross-functional collaboration, agile maturity, and sustainable product development at scale
Highlighted Outcomes​
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Led a 20+ team agile transformation, designing and delivering workshops
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Cut deployment errors by 30% and improved release frequency advancing DevOps practices including; CI/CD and test automation
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Reduced defects by 60% and decreased time to market by 15% through cross-functional team integration
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Reduced support tickets per employee by 50% launching a support portal
Teaching & Coaching
I created interactive trainings and workshops grounded in learning theory to help individuals understand the value behind agile practices, not just the motions. I personally coached teams and facilitated all core scrum ceremonies, from daily standups to retrospectives, with the goal of helping teams ask the right questions and designing experiments that foster continuous improvement.
To ensure we weren’t just improving process while not improving what we delivered, I also facilitated Jobs to be Done sessions, Design Sprints, and customer interviews to keep teams focused on solving the right problems for the right users.
Creating a Community
An agile transformation isn’t just about changing processes, it’s about shifting culture. For that change to stick, structures need to be in place that help turn new behaviors into habits, and habits into lasting culture. To support this, I created and led a Scrum Masters Guild to share practices and encourage peer support, launched a company-wide chat channel for exchanging experiences and asking questions, and published a bi-weekly newsletter to increase transparency and highlight agile and development best practices. I also organized hackathons that brought together teams across six time zones and multiple countries, fostering connection and shared learning.
Change Management
Cultural change is the most difficult because it is the most umcomfortable and scary. Even though the change was championed by leadership, there was still push back. To faciliate the change I used patterns for introduding change such as lunch and learn sessions, dog fooding ideas, having evangelists promote ideas, and working closely with skeptics of the changes. For any successful organizational change, the focus needs to be on the people.
Product Support
As the Product Support Manager, I managed a high-volume internal support team responsible for triaging and troubleshooting tier 2 issues. I partnered closely with engineering and product teams to ensure bugs, feature requests, and technical issues were accurately prioritized based on severity and business impact. To drive consistency and accountability, I established SLAs and implemented a formal ticketing process in JIRA, streamlining triage and improving communication between support teams and product owners. I also implemented a company-wide internal help portal that reduced employee-submitted tickets.
In addition, our team managed the end-to-end incident management process, from triage and impact assessment to stakeholder communication and post-incident learnings. Regular review sessions ensured follow-through on action items and led to system improvements that reduced repeat incidents.
Website Specialist
Earlier in my time at Yodle, I worked on the production team customizing and implementing client websites. In this role, I identified opportunities to improve both the customer and internal team experience. I developed a help desk to address common customer issues, which significantly reduced resolution times. I also played a critical role in the pilot and rollout of a new content management system (CMS), working closely with product management to shape the tool and lead the creation of training materials. I conducted live training sessions across all office locations, ensuring successful adoption and consistent use of the new platform.
