I lead customer success at Hurdlr, which offers accounting and tax management tools for small businesses, independent workers, freelancers, solopreneurs, and gig workers to seamlessly manage their business finances. My team of customer success managers works to enable our direct users, enterprise customers, and API partners to achieve their business objectives. I’m passionate about helping people and take team training and education very seriously. My responsibilities include overseeing inbound and outbound customer communications, product updates, enterprise and API relationship management, customer training, and Hurdlr’s social media. I also track metrics, run beta tests, provide customer feedback to the engineering team, and serve as the point of contact between customers, engineering, and our leadership team.

•Provide customer service support and drive conversions through email and in-app chat.•Lowered average response time to customer inquiries from five minutes to two minutes. •Helped launch freemium version of app and drive subscription rate.

•Manage the hiring, onboarding, daily management, and career pathing for a team of 3 coordinators.•Support a team of 400+ employees in multiple offices around the world with project support, data analysis, collateral creation, employee engagement, and communication. •Design and drive employee engagement initiatives forward.•Create and manage bi-weekly newsletter campaigns that goes to 400+ employees. •Act as the liaison between various groups including senior leaders, career management, operations leaders, and other departments.Community Service Leadership & Involvement:•EW!DC Power Lunch Program•EW!DC Advisory Council•Hunger Cause Community Leadership Team•Share Our Strength Pro Bono Project Leader•Inclusion Ambassador (Cross-company diversity and inclusion initiative)

•Coordinated and managed the department-wide onsite presentation calendar for 12+ faculty•Assisted in the coordination, scheduling, and tracking of faculty training•Managed course materials from creation to delivery•Maintained inventory and coordinate bulk orders with vendor•Managed and triaged requests for a member-facing department help desk•Oversaw the team space assignment and new employee space set up•Created and updated various reports and dashboards for productivity purposes•Facilitated weekly team building activities •Managed and tracked a $110,000 materials budgetCommunity Service Involvement:•EW!DC Power Lunch Program•Pro bono project for One Community Unity on corporate sponsorship•EW!DC Advisory Council•Hunger Cause Community Leadership Team

•Provided operational support for six executives by managing their expenses, booking travel, scheduling internal and external meetings, and providing project support. •Led a pro bono project for Wilderness Leadership and Learning, analyzing participant satisfaction survey data for grant applications and donation solicitations. •Managed the SPS Delivery Fun Committee, focused on improving team moral by planning, organizing, and budgeting for a variety of monthly team events and activities. •Organized, planned, and budgeted for a quarterly team meeting/training session for 65+ people. •Serve as point of contact working with both internal and external contacts to schedule and coordinate.•Facilitated the kick-off process for new SPS members and provided administrative support on blueprint member engagements.•Oversaw scheduling and internal coordination for quality assurance evaluations with SPS members. •Provided data analysis, research support, project management, and scheduling support to project teams.•Co-authored the SPS team monthly newsletter.Leadership roles:•Head of the Fun Committee, which engages team members through a variety of small- and large-scale team events•Led pro bono project for the Wilderness Leadership & Learning (WILL), which is a youth development programCommunity Service Involvement:•Pro bono, volunteering, and fundraising for WILL•Power Lunch Program (Weekly reading program with local DC elementary schools)•Martha's Market (part of Martha's table)

•Managed pre- and post-interview communication between Chime (Sittercity’s boutique babysitting service) and potential sitters including scheduling interviews, collecting references, executing background checks, and social media screens.•Identified and reached out to potential babysitters through job postings and direct messages.•Held at least 5-8 hours of in-person interviews per week that involved a presentation, Q&A, picture and video recording for the candidate’s babysitting profile, and collecting additional information that the candidate has not yet provided.

•Worked directly with the Associate Director of Conference & Events to plan and organize all details of the annual conference for 1,300 attendees.•Created and proofread mailings, programs, and other conference materials. •Maintained database of member contact information and was the point of contact for all communication with members.•Managed document collection process from presenters and exhibitors ensuring that presenters/exhibitors submitted all of their materials by the deadlines.

•Worked with admissions staff to organize and plan lunch visits, overnights, and open houses for prospective students. •Trained and organized a group of 70+ student volunteers to work events, host lunches, and host students overnight. •Started and maintained a volunteer Facebook page and email account to keep all volunteers in the loop and connect them with prospective students, which is still in use today. •Learn about the inside workings of the admissions process and the daily activities of the office. •Maintain volunteer Facebook page and email account. •Create and maintained volunteer schedules for weekly lunches, overnights, and various other events.

•Worked as a conference producer planning, organizing, and executing monthly sales and marketing webinars.•Created and published weekly blog posts that included tips and tutorials to help our customers with varying skill levels use tools like Word, Excel, Powerpoint, and Outlook. •Worked with presenters to ensure that their materials were in on-time and matched the session description and objectives that our customers were looking to takeaway.•Completed competitive analysis and research to provide suggestions for current content areas•Conducted market research calls and internet research to help launch new certificate program and develop content. •Managed and grew social media accounts including Twitter, Facebook, YouTube, and blog (doubled followers on Twitter and 12 times more YouTube views). •Helped develop and launch a Wordpress blog for one webinar category.

•Hosted a weekly English table to help students practice their English communication skills. •Advertised the English table with flyers and classroom visits. •Assisted professor with first year English classes by working one-on-one with students as well as developing lesson plans and teaching the class myself.