I am Service Operations Excellence Manager at Khoros. My goal is to understand what our Support Team members are doing, whether it's working, and how to improve it. This involves knowledge management and a lot of analytics, and it's a lot of fun. The goal is to help Khoros's support team scale. As we grow, we can work more efficiently by improving our processes and shifting a lot of what we do to self service. In my experience customers prefer self service when it's done right. Your experience too - when would you ever choose to wait in the bank teller line instead of just using the ATM? I also lend support to the Customer Health Vitals team. l report to the Director of Global Support, and work out of our Austin, TX office. Prior to joining Khoros, I supported customers across multiple support channels at Sears Home Services and Dell, leading analytics and strategy programs at very large scales. My greatest personal interests are in music. I play guitar, bass, and accordion, repair guitars as a hobby, and I serve as a City of Austin Music Commissioner.