Lead complex, cross-functional projects and programs end-to-end, while also creating program documentation: SOPs, playbooks, and work instructions. Ensure that all processes remain on schedule, escalating resolving issues. Facilitate meetings to review active and pending projects, identifying risks and developing solutions. Collaborate with core team to develop solutions and strategies, manage internal and external relationships. Evaluate and provide recommendations for improvements on existing programs, assist with program launch and implementation as needed. Create, maintain & distribute reports and communications. Serve as the primary client contact and escalation point for any staffing, bandwidth or delivery issues. - Manage the end-to-end processing of landlord bill billback payments across 230 sites in North America and Canada - 2022: 1588 payments completed, totaling $13M - 2023: 470 payments completed, totaling $2.5M - Billback payment time reduced from 11 to 7 days by removing redundancies, creating process efficiencies - Perform account reconciliations, troubleshoot payment issues, offer recommendations on areas of improvement - Implement a portfolio-wide process conversion requiring coordination with multiple internal client teams as well as external Landlords and Property Managers to automate the payment process- Act as portfolio POC for utility transfers - providing direction and guidance to Facility Management teams, shepherding transfers to completion - Provide training and education on client processes, payment systems, and other client technologies

Serve as the program lead, as well as a subject matter expert for key systems and processes, to coordinate a team of analysts and successfully complete projects and requests for Amazon. Design, generate, and review processes and procedures to identify target improvement areas. Prepare and present results of analysis along with their impacts to the business at all levels of management. Provide technical guidance / training to users. Review accuracy of information and work performed to ensure a quality product is delivered each and every time. - Created a streamlined ticketing system for all system requests, cutting down on ad hoc communications, saving time and effort for users and the team - Designed SOPs, training materials, and business communications - standardizing user workflows and increasing transparency across all client business lines - Implemented data collection of key metrics resulting in reporting capabilities spanning crucial client KPIs and ensuring SLAs are met

OperationsProvide leadership, direction, and guidance to support the day-to-day operations; create internal structures and processes to facilitate company growth. Act as the point of contact among executives, employees, clients, investors, and other external partners. Coordinate involvement of team members to facilitate successful project implementations. Perform all HR / Recruiting / Payroll / Administrative functions. Assist with company planning and strategizing.TechnologyImpart technical guidance and direction to facilitate the effective application of all things tech. Act as the Subject Matter Expert and point of contact for all systems and processes, maintain internal network. Provide training for software and systems, troubleshoot and problem solve hardware / software / network issues on and off-site. Research and test software solutions for business applications. Recommend and implement best practices / procedures for the secure and safe use of technology.

Manage the software development process from client concept to the final code commit. Maintain all sources of truth for each project, ensure all team members have the information they need during sprints, organize and prioritize all product requirements. Create test plans and perform exploratory & manual testing, test against acceptance criteria, use cases, and boundaries. Identify outliers in the code and provide recommendations. Report and track bugs to facilitate continuous improvement. Participate as a member of an agile team, at all times take responsibility for the quality of the code and the product being shipped.

Full stack Web Development course, which included: - Inheritance Patterns, Algorithms, and Browser Animation - Frameworks and the MVC Pattern - Server Side Technologies/Node and Databases - Advanced Web Development: - JavaScript - API frameworks - CSS frameworks - JS frameworks - Deployment and Authentication

Assisted various clients and companies while traveling the country in support of my husband’s military career. Responsibilities often included: web design and site maintenance, creating marketing materials, managing contracts, record keeping + data entry, client / customer service, managing databases, providing hardware / software troubleshooting and support.

Managed the day-to-day operations of 17 Regional Account Managers located in San Diego and Arizona. Evaluated employee, facility, and territory performance to maximize production and efficiency. Bridged communication between field employees and upper management, assisted with hiring. Provided weekly and monthly production and goal setting reporting to upper management.