Diane Garcia

Diane Garcia is the current Director of Operations at Scratchpad. Diane has over 10 years of experience in customer experience and operations. Prior to joining Scratchpad, Diane was the Head of Operations, Customer Experience at HigherMe from October 2019 to April 2020. In this role, they were responsible for establishing, evaluating, and optimizing customer interactions throughout the organization. Some of their notable projects included defining and mapping the sales cycle and processes from leads through expansion opportunities and churn, managing the CRM data migration from Copper to Sell, training CS & Sales on new CRM, building a self service payment flow, and organizing and streamlining subscription management and tracking.

Before HigherMe, Diane was the VP, Customer Success at Zentap by Universal Promote from July 2019 to September 2019. In this role, they managed the team and worked with leadership to identify and create the strategic direction necessary to improve both the client and employee experience. Some of their notable projects included completing a cohort analysis of current customer retention, identifying current customer retention rate, auditing and confirming customer revenue tracking, implementing in-product analytics, defining and leading the adoption of a uniform company vision, defining the customer journey, revamping the post-sales customer experience, management of daily tasks for CS team, and planning and preparation for the implementation of new CRM.

Diane has a proven track record in customer success and operations. Diane is a strategic thinker with a passion for improving the customer experience. Diane is an excellent communicator and team builder. Diane is a dynamic leader with a proven ability to drive results.

Diane Garcia has a Bachelor of Science in Environmental Science from the University of California, Riverside. Diane also has certifications from SHRM in SHRM-CP and from Google in Google Analytics.

Diane Garcia reports to Pouyan Salehi, CEO & Co-Founder. Some of their coworkers include James Peloquin - Senior Product Designer, Scotland Foss - Enterprise Sales Director, and Eton Leung - Senior Product Manager.