Slalom is a global consulting firm focused on strategy, technology, and business transformation. In 43 markets around the world, Slalom's teams have autonomy to move fast and do what's right. They are backed by regional innovation hubs, a global culture of collaboration, and partnerships with the world's top technology providers.​​​​​

Built and customized a dual-sided Customer Support department for a virtual fitness platform. Frequently optimized data to provide a personalized experience for both trainers and clients. Additional responsibilities include:• Collaborated cross-functionally with Product and Marketing teams to define product roadmaps, develop communication strategies and deliver quality experiences• Defined Customer Support strategy to translate company vision and objections• Integrated systems… Show more Built and customized a dual-sided Customer Support department for a virtual fitness platform. Frequently optimized data to provide a personalized experience for both trainers and clients. Additional responsibilities include:• Collaborated cross-functionally with Product and Marketing teams to define product roadmaps, develop communication strategies and deliver quality experiences• Defined Customer Support strategy to translate company vision and objections• Integrated systems and scalable operations processes to enhance the support experience• Implemented quality assurance best practices to maintain consistent 90% and abovecustomer satisfaction ratings Show less

Responsible for managing reverse logistics for all SoulCycle At-home bikes and accessoriesunder the Equinox brand. Dedicated to ensuring accuracy of data/records and preservinghigh member satisfaction. Additional responsibilities and accomplishments:• Developed and maintained processes/workflows to maximize efficiency• Collaborated cross-functionally on member issues, feedback and escalations to evaluateneeds and optimize operational plans• Engaged with members in a… Show more Responsible for managing reverse logistics for all SoulCycle At-home bikes and accessoriesunder the Equinox brand. Dedicated to ensuring accuracy of data/records and preservinghigh member satisfaction. Additional responsibilities and accomplishments:• Developed and maintained processes/workflows to maximize efficiency• Collaborated cross-functionally on member issues, feedback and escalations to evaluateneeds and optimize operational plans• Engaged with members in a variety of channels including phone and email whilemaintaining the highest member satisfaction• Implemented and monitored new return/exchange system improving SLAs for all returnsby 30% Show less

Promoted into rapidly growing role managing daily operations and growth of the digital community platform used by home office employees and field users. Proactively gathered and analyzed feedback to prioritize new features and monitor user experience during product rollout and releases. Additional responsibilities and accomplishments:• Expanded the digital community from one technology to ten in a period of 12 months. Staged rollout strategy from 150 users to full field release (6,000… Show more Promoted into rapidly growing role managing daily operations and growth of the digital community platform used by home office employees and field users. Proactively gathered and analyzed feedback to prioritize new features and monitor user experience during product rollout and releases. Additional responsibilities and accomplishments:• Expanded the digital community from one technology to ten in a period of 12 months. Staged rollout strategy from 150 users to full field release (6,000 users)• Developed feedback analytics for product rollout from 0 to 6,000 members over 3 months. Managed monthly backlog and prioritization of roadmap with various stakeholders• Created software documentation for internal and external stakeholders• Partnered cross-functionally to communicate ongoing user needs, feedback, and priorities amongst users• Promoted user self sufficiency by developing curated content to match ongoing community discussions and user needs• Primary moderator for all ten communities within Zendesk Show less

In 2017, LearnVest was acquired by Northwestern Mutual. During the acquisition I was promoted and recognized as community SME while managing technical incidences with proprietary financial planning technology. Partnered with product leaders on roadmaps, product features, support, and releases. Collaborated with engineering, QA, product owners, and marketing to advocate for consumer products. Additional responsibilities and accomplishments:• Established first digital community to provide… Show more In 2017, LearnVest was acquired by Northwestern Mutual. During the acquisition I was promoted and recognized as community SME while managing technical incidences with proprietary financial planning technology. Partnered with product leaders on roadmaps, product features, support, and releases. Collaborated with engineering, QA, product owners, and marketing to advocate for consumer products. Additional responsibilities and accomplishments:• Established first digital community to provide users with a feedback mechanism along with peer to peer communication and knowledge center. Improved product response SLAs by 45%• Created and managed monthly data reports which included usage, feedback analysis, and ticket volume for Application Support Team• Wrote and organized product release notes to communicate software updates to end users• Developed initial metrics and workflows for community operations which led to promotion to Community Manager Show less

Hired as initial team member for newly created department within an evolving start-up environment. Assisted clients with financial plan implementation along with account aggregation technology. Rapidly became the SME for client facing website which lead to training new team members during on-boarding. Additional responsibilities and accomplishments:• Created new hire training and phone scripting to enhance customer support growth and scale• Partnered with product and engineering… Show more Hired as initial team member for newly created department within an evolving start-up environment. Assisted clients with financial plan implementation along with account aggregation technology. Rapidly became the SME for client facing website which lead to training new team members during on-boarding. Additional responsibilities and accomplishments:• Created new hire training and phone scripting to enhance customer support growth and scale• Partnered with product and engineering teams to determine roadmap prioritization and analyze client feedback• Identified process inconsistencies and effectively trained team members on best practices and protocols which led to a reduction in first response time from 24 hours to 8 hours Show less

Responsible for driving business and operations for a top regional store. Key areas of focus included client experience, sales, marketing, recruiting and visual merchandising. Additional responsibilities and accomplishments:• Executed visual displays through floor mapping, display construction and product placement according to the brand guide standards• Managed inventory control, replenishment and compliance of deliveries to maximize business operational efficiency• Reviewed… Show more Responsible for driving business and operations for a top regional store. Key areas of focus included client experience, sales, marketing, recruiting and visual merchandising. Additional responsibilities and accomplishments:• Executed visual displays through floor mapping, display construction and product placement according to the brand guide standards• Managed inventory control, replenishment and compliance of deliveries to maximize business operational efficiency• Reviewed performance data to monitor and measure productivity, goal progress and activity levels• Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience• Key Accomplishments: Promoted to management within 5 months and upheld the top regional store for inventory management Show less

Cultivated and maintained client relationships for an online marketing company. Additional responsibilities and achievements:• Client consultations on the development and improvement of clients' internet marketing strategies. Maintained a book of business with over 150 clients• Collaborated with marketing analysts to strongly represent SEM and SEO analysis• Facilitated training around product knowledge and marketing best practices• Created documentation outlining… Show more Cultivated and maintained client relationships for an online marketing company. Additional responsibilities and achievements:• Client consultations on the development and improvement of clients' internet marketing strategies. Maintained a book of business with over 150 clients• Collaborated with marketing analysts to strongly represent SEM and SEO analysis• Facilitated training around product knowledge and marketing best practices• Created documentation outlining research findings for use by project managers,customers and other marketing staff to make accurate decisions about future plans Show less

Managed the Ladies Department with a volume of $1.8 million. Main responsibilities included recruiting, coaching, visual merchandising, inventory control, as well as being responsible for producing sales and margin increase. Additional responsibilities and achievements:• Collaborated with senior buyers and vendors to price, distribute, and promote inventory selection• Prepared weekly sales reports to review sales margins, best sellers and areas of opportunity• Conducted weekly… Show more Managed the Ladies Department with a volume of $1.8 million. Main responsibilities included recruiting, coaching, visual merchandising, inventory control, as well as being responsible for producing sales and margin increase. Additional responsibilities and achievements:• Collaborated with senior buyers and vendors to price, distribute, and promote inventory selection• Prepared weekly sales reports to review sales margins, best sellers and areas of opportunity• Conducted weekly inventory audits for multiple vendors• Monitored trends in customer buying habits, market conditions and competitor actions to adjust strategies and achieve sales goals• Key accomplishments: Promoted to Manager within 6 months Show less