Monica began her startup career during the dotcom era after reading about venture investor Bill Gross and Idealab, now the longest running technology incubator. Within 6 months she landed at an Idealab company, CarsDirect. As one of the first 50 employees, she experienced the highs and lows of a fast growing start up first-hand.

Starting in sales, she consistently exceeded sales goals. Within a few months, she transitioned to operations recruiting and nurturing talent, stretching people and processes toward excellence, as well as fostering positive and loyal relationships by cultivating an environment of trust.

Under Monica’s leadership at companies she’s started as well as various tech startups, teams she coached and managed successfully turned customer service into a revenue center generating nearly $20M in sales annually, contributed 35%-45% of the company’s gross margin via a comprehensive customer success strategy, and reduced chargeback volumes 96% via cross functional collaboration. They also informed the ongoing development of product and technology strategy, developed business and functionality software requirements, and delivered on a customer success strategy that garnered ~70% reorder rate.

The common thread to her teams’ successes has always been keeping the needs of customers at the forefront decision-making.