About Me
What drives me is pretty simple: I love being the person customers can trust and rely on. I love being close to their problems, helping them figure things out, and making sure they actually succeed with the product in front of them. That has been the through-line of everything I have done. My career started in customer support, not as a stepping stone, but because I genuinely loved the work. Over time that grew into building support teams from scratch, leading engineering sprints, owning product launches, and managing cross-functional programs. I have spent time in fintech, SaaS, and regulated industries, which means I know how to work in environments where the stakes are real and the customers are not always patient. What makes me a little different is that I have done both the hands-on work and the leadership work, and I think that combination makes me better at each. I know what it feels like to be the one on the call with a frustrated customer, which makes me a more honest manager. And I know how to build the systems that protect people from burning out doing that work alone. Outside of work, I am someone who likes to stay curious, whether that is picking up a new skill, spending time outdoors, or finding a creative solution to something that has been bugging me.
Experience
MY PROFESSIONAL PURSUIT
About Suralink
Suralink is a secure client collaboration platform that streamlines request list management, workpapers, file sharing, and e-signatures for accounting, audit, and tax professionals.
Suralink
2021 - 2025
-
Growth Marketing Coordinator
-
Scrum Master
-
Customer Support Manager
About Bluevine
Bluevine is a fintech platform that provides small businesses with all-in-one digital banking (checking, payments, cards) and flexible working capital (loans/credit) with low fees and high interest, aimed at helping them grow without the drawbacks of traditional banks.
Bluevine
2021
-
Senior Customer Support Specialist
About my529
my529 is Utah’s state-endorsed college savings program offering low-fee, tax-advantaged investment plans to help families, grandparents, and advisors save for educational expenses—with tools like calculators, flexible contribution/withdrawal options, and national-level recognition for performance.
my529
2019 - 2021
-
Customer Service Representative
About TA
TechnologyAdvice is a B2B technology media company that connects software vendors with in-market buyers through demand generation, content, and lead generation programs across a global network of tech media properties.
TechnologyAdvice
2025 - Present
-
Manager of Client Devlivery
About UHEAA
The Utah Higher Education Assistance Authority (UHEAA) was a state agency that administered student loan guarantee and financial aid programs for over 40 years before exiting the Federal Family Education Loan Program and transferring its portfolio, in order to better serve Utah students through grants, scholarships, and outreach.
UHEAA
2017 - 2019
-
Customer Service Representative
About Starbucks
Starbucks is a global coffeehouse chain offering a wide range of handcrafted beverages (hot/cold coffee, tea, Frappuccino® blends), seasonal flavors, snack & food items, and customizable menu options—designed to deliver convenience, consistency, and a premium café experience.
Starbucks
2015 - 2017
-
Shift Supervisor
Impact Portfolio
DRIVING IMPACT YOU CAN MEASURE
Customer Satisfaction
Raised CSAT from ~30% to 98%
Rapid Responses
Reduced chat response time from 12 min → <30 sec
Growth Impact
35% increase in leads generated
Faster Onboarding
Cut onboarding time by 40% with detailed automations
Alliance Leadership
Managed 10+ alliances with 100% compliance
Process Efficiency
Cut sprint cycle times by 30% across 3 engineering teams
Skills & Expertise
MY TOOLBOX
Agile Methodologies
Project Management
Customer Experience Optimization
Data-driven Decision-making
Cross-functional Collaboration
Lead Acquisition
Leadership
Communication
Adaptability to Change
JQL
Technical Toolkit
WHERE I BUILD & DELIVER
.png)
.png)
References
WHAT PEOPLE SAY
Kristi Larson,
MBA | Product & Engineering Operations | Program Management
Joy is one of the most driven, collaborative, efficient, and adaptable people that I've ever had the pleasure of working with. We worked together for a few years at Suralink, in a variety of roles for both of us, and I could always rely on Joy to help solve problems and lead our teams through frequent changes. She approached challenges with a can-do attitude, took on new responsibilities with ease, and brought new ideas to the table that drove improvements across multiple teams. Joy would be an asset to any team lucky enough to work with her, and I highly recommend her!
Jared Kling,
Engineering Manager
Joy has a real talent for team building. I worked with her when she served as scrum master for my team, and I saw firsthand how she facilitated tough conversations, created a safe space for everyone to share openly, and removed obstacles that could have slowed us down. Whenever I needed support, I knew I could count on Joy to deliver. She consistently advocated for our team’s success and became someone whose advice I trusted and valued. Any team would be lucky to have her, and I highly recommend her.
Ryan Smith,
VP of Customer Success & Support
When Joy joined our team, she may not have had the exact background others expected, but I immediately saw her drive and determination. She quickly proved she could tackle any challenge and consistently exceeded every expectation. Joy built our support team from the ground up, transforming it from simply having customer support, which was rare in our industry at the time, to being known for excellent service. She built a high-performing team with little direction and raised the standard for our company’s reputation.
What stood out most was her willingness to do whatever was needed. Whether taking chats, answering emails, or stepping into gaps while managing leadership responsibilities, Joy never hesitated to get her hands dirty. She was exactly the right person at the right time, and any company fortunate enough to hire her can count on her to knock it out of the park.
Interests
OUTSIDE THE OFFICE
