Veho is a marketplace where crowdsourced drivers deliver packages for customer-centric brands. At Veho, headhunted by CEO to be the sole leader to architect and execute a robust infrastructure from nothing, facilitating company expansion by designing scalable tech stack, implementing dynamic policies and procedures, and managing volatile contact growth all within a 8-month time frame.Built and scaled the Support organization 1,204% (from 23 people to 300+ people) to support 408K contacts a month within an omni channel environment: SMS, Email, Chat, Telephony. Inclusive of creating and leading different verticals: Trust & Safety, Support Operations, Delivery Support, Driver Operations Support, and Client Support.

In January 2017 I was asked to expand my scope of influence to include that of the People Ops team (HR), based on my strong belief that solid customer experience must first be fueled by a positive employee experience. My passion for mentoring, coaching, and seeing growth in employees has allowed me to leave a legacy on Shinesty's employee relations practices, company core values, and employee retention. Core functional responsibilities: • End-to-End Customer Experience • Develop strategy and execution model for Employee Experience • Individual, team and organizational development • Build performance management framework and delivery model that drives accountability • Management and processes compliant with employment law and evolving practices • Build competitive total rewards structure, including compensation, benefits, and perks • Iterate and improve the recruiting process, including systems, tools, and processes

Built and managed the customer experience department from scratch including team, support strategy, metrics, policies (external and internal) tools, quality assurance, fraud prevention, messaging, brand, and tone.

As a voice over artist for Fun.com, my voice has been utilized for a multitude of projects. Commercial advertisements shown on television and movie theaters, internet ad videos, internal training videos, and IVR phone systems. Most of the time, I'm lucky enough to voice with one of my favorite co-stars, our brand character, Monster.

• Performed consultancy work focused on trust and safety in gaming and online community spaces, advising, educating and implementing structures centered on policy, user safety, online child safety legislation, and support systems to identify and manage risk and abuse. • Held client base spanning the globe, including US, Canada, Australia, UK, Finland, and Malta, charged with educating teams about online user safety and building a 24/7 support structure for online risk management complete with productivity metrics and quality assurance assessment. • Collaborated with Legal teams to develop privacy protocol pursuant to national legislation, formed training materials, and educated staff. • Co-authored public relations materials with Marketing teams to launch safety campaigns around common user behavior within various online communities, driving proactive safety awareness and diligence. • Reviewed fraud and theft cases, and served as escalation executive for illicit behavior, often working as an intermediary with law enforcement agencies.

Educated on virtual world, community engagement practices, techniquesRestructured community dept foundations (moderation, CS, content, safety)Consulted with clients on engagement tactics, safety practices, proceduresPrimary voice in tool, game developmentLead COPPA site evaluationsPrimary point of contact for emergency safety escalations

Responsible for managing 6 core areas of the virtual world, Sqwishland: User Engagement, User Experience, Creative Content, Moderation, Customer Support, and User Safety.

- Recruited, motivated and managed a team of community moderators who work remotely (scheduling internationally, etc.)- Managed customer support department (included recruitment, training, and general policy implementation)- Lead site production team, involving leading facilitating event campaign ideas and strategies, ensured smooth and successful execution- Ensuring positive level of online user safety (studying, presenting on cyber bullying, cyber sex implications, etc.) - Handled all escalated safety issues/concerns (ranging from copyright infringement to predatory/pedophiliac behavior) - Identified and analyzed community trends, behavioral reports per metrics and trackings- Instrumental voice in tool, game development.