• Established and launched the Quality Program for the internal IT Service Desk Team, aligning the program goals and quality metrics with company OKRs • Provided consistent and unbiased feedback to management through the implementation of the IT Service Scorecard Program, including the creation of the QA Scorecard and scoring rubric, Critical Error Remediation Pathway, and Dispute Management Process• Partnered with key stakeholders across the IT org to establish cross-team communication standards, defining use cases for collaborative Slack channels and formalizing the Change Management Process• Established reporting/metrics standards for the IT Service Desk Team and performed audits on active Looker and Jira dashboards to ensure accuracy and alignment• Built the IT Service CSAT Dashboard in Looker to surface Voice of the Customer insights and identify opportunities to further enhance the customer experience• Developed and leveraged multiple intake forms to solicit feedback, triage requests, and address any questions/issues specific to the Quality Program• Published and managed the Quality Program page in Confluence

• Produce monthly analyses for senior leadership and stakeholders to report the health of Quality programs including compliance adherence, operator adoption, & customer experience• Conduct sentiment summaries through call listening and case auditing to communicate customer sentiment insights and training opportunities to stakeholders that influence product and process decision strategy• Service tickets within set SLAs to resolve issues related to Quality programs for internal employees through the ServiceNow ticketing system• Manage the transcription software platform Gong for the Zillow Offers org and assist various teams such as Compliance, Brokerage Operations, Sales Management, Marketing, Product, and Training with tool navigation and optimization• Communicate ‘Voice of the Customer’ insights to senior management and stakeholders by conducting thorough analyses of customer feedback from Qualtrics (CSAT), Tableau, Slack, and call analyses• Document program overviews, audit results, and Gong user guides in Highspot

• Service tickets within set SLAs to resolve issues related to Quality programs for internal employees through the ServiceNow ticketing system• Produce monthly analyses for senior leadership and stakeholders to report the health of Quality programs including compliance adherence, operator adoption, & customer experience• Conduct sentiment summaries through call listening and case auditing to communicate customer sentiment insights and training opportunities to stakeholders that influence product and process decision strategy• Created and implemented a scorecard calibration program using the Lean Six Sigma method to support management with aligning on how to score their teams’ calls• Equipped sales management with real-time exception reporting in Salesforce to showcase when sales reps are operating outside of SOP and action is required• Identify improvement opportunities for workflow and data entry and submit JIRA tickets to request solutions such as automation and customization• Partnered with Conversion and Sales Operations teams to reevaluate SLAs in correspondence with conversion probability, customer satisfaction, and operator capacity• Manage the transcription software platform Gong for the Zillow Offers org and assist various teams such as Compliance, Brokerage Operations, Sales Management, Marketing, Product, and Training with tool navigation and optimization• Increased customer reengagement and customer satisfaction ratings over the course of the “CSAT Response Program,” a manager follow-up cadence for customers who indicated a poor experience with their sales reps• Communicate monthly org-level and regionalized ‘Voice of the Customer’ insights to senior management and stakeholders by conducting thorough analyses of customer feedback from Qualtrics (CSAT), Tableau, Slack, and the CSAT Response Program• Document program overviews, audit results, and Gong user guides in Highspot

• Perform daily audits to ensure Zillow Offers Advisors are operating within SOPs and SLAs and providing the best possible consumer experience• Collaborate with the tech team to implement new features and functions for tools used to automate, enhance, and track daily activities performed by members of the Zillow Offers Org • Address and/or surface issues from the Advisor and Field Teams during new product launches• Develop scorecards to measure the quality of Advisor phone calls and activities, and complete a high volume of scorecards to recognize trends and opportunities• Formulate EOM reports to communicate training opportunities, achievements, upcoming initiatives, and month-over-month data to managers, operations, training, and stakeholders

• Provide phone, text, and email support to consumers and real estate agents • Deepen customer relationships by providing extraordinary support• Provide feedback in order to improve overall customer satisfaction• Create reports and cases to help improve consumer and agent experiences

• Enhance PBR’s social media presence by posting daily content on the social media accounts• Develop a cadence for content to be implemented on social channels• Generate engaging content and encourage fan interaction• Create copy for athletes, talent, sponsors, and social advertisements• Interact with national and local sponsors and fulfill sponsorship requirements• Attend major events to interact with riders and sponsors for socially-engaging content• Promote national and local events and support ticket sales with social media posts• Engage specific markets by geo-targeting and boosting Facebook posts

• Manage social media accounts and create new accounts• Actively interact with fans, partners, and affiliates in the industry• Event planning and project coordinating• Promote and create awareness of the track and its events to consumers, partners, and sponsors• Form new business relationships with vendors and sponsors• Conduct ticket renewals and sales for major events• Perform office and administrative duties

• Market and distribute products and services for a wide variety of brands• Engage consumers to generate interest in a product or service and inform them of the benefits in which they entail• Produce a positive emotional connection between consumers and brands with face-to-face brand recognition • Generate leads and sales for various companies• Worked with major companies and brands such as NHRA, Groupon, Cartoon Network, At Home, ABB and BSN Supplements, etc.

• Instruct the High Intensity Interval Training (HIIT) class• In-house certified to substitute and instruct various other fitness classes• Showcase effective exercises with modifications and challenges that adapt to participants of all different skill levels• Boost motivation and engagement while maintaining a safe and friendly environment• CPR/AED certified through Red Cross

• Founding member of DiversifyUs, a suite of applications that won first place during Startup Weekend St. Louis 2014. • Conducted market research, developed features and designs, and created a prototype application

• Manage floor arrangements and layout• Assist the management and serving staff• Make and receive phone calls• Schedule and organize small and large group reservations• Market and sell merchandise• Serve customers in a friendly and efficient manner

• Greet customers and provide assistance and information on the products offered• Assist management in the frequent changes to the floor layout and organization of new merchandise

• Organize and distribute employee packages and paychecks• Direct phone calls to different sales departments• Make announcements over the intercom• Manage the gift wrap counter• Order products to be shipped to and from various store locations• Inform consumers on the various products and offers available in-store