• Protect identity of brands and trusted third-party sellers – while providing quality assurance to customers – by preventing counterfeit products from being sold on Amazon’s marketplace. Manage all aspects of onboarding process for company’s Transparency Program. • Develop tailored onboarding implementation plans for trusted third-party sellers through deep listening, data gathering, and trust building. • Continuously improve program offerings and optimize efficiency by re-engineering Salesforce to personify brands and analyze operational behavior; adjust strategies accordingly. • Implement new features, enhancements, and program improvements through close collaboration with cross-functional teams. Select Achievements:• Quickly generate value for Amazon, brands, and trusted third-party sellers by conceiving, developing, and gaining executive approval on tailored project plans during onboarding process. Pitched program within first month of employment, positioning onboarding process as cornerstone of program success and culture. o Identified opportunity to enhance program effectiveness, created program proposal, and coordinated all aspects of implementation. o Trained team on tailoring project plans, engaging customers more deeply, and achieving target goals by creating training materials and delivering staff presentations. • Exceeded year-end targets related to customer engagement and processing speed. Ranked as #1 departmental performer. • Enhanced effectiveness of Transparency Program by conceiving, developing, and gaining executive approval on Operational Readiness Program, a customer education resource and data collection initiative. o Produced and created content for WebEx learning sessions detailing requirements for program participation. o Collected data from sessions and leverage information to improve and optimize program. Cross-coordinated with sales teams.

• Managed complex business customers, ensuring smooth experiences throughout onboarding lifecycle to cloud-based property management program. • Enhanced retention by leveraging user data to create more customer-centric products. Continuously evaluated needs for different customer types and personified them according to operational behavior. • Documented challenges in Salesforce and worked with product teams to optimize and adapt. • Ensured customers utilized software efficiently and achieving optimal outcomes by developing tailored, in-depth, immersive, month-long trainings. Created content for Buildium Academy. • Helped sales agents close deals; effectively outlined benefits of onboarding program to prospective clients. • Served as subject matter expert and informational resource for entire company on onboarding and advanced accounting concepts. Conducted trainings for all new onboarding specialists. Select Achievements:• Ensured success of inaugural customer-facing event in Los Angeles by working with marketing team to create and deliver highly successful presentations on advanced accounting and auditing practices. Enhanced customer engagement and achieved highest possible customer feedback ratings.

• Ensured new customers were using products efficiently by conceiving, developing, implementing, and managing new onboarding program and onboarding department. • Continuously improved newly implemented program by learning customers’ workflows and tailoring software to fit individual business practices. Gained in-depth understanding of user data; collaborated with technical department to troubleshoot improvements. Select Achievements: • Increased client engagement by identifying software’s primary value to customers and accelerating implementation during onboarding process. Ensured stickiness, sped up invoicing process, and reduced churn rate from 18% to 8% within onboarding department’s first year of existence.

• Provided solutions for clients seeking assistance in technical, accounting, and application related areas of company’s cloud-based property management software; liaised between customers and support services. Select Achievements: • Consistently ranked top performer in customer satisfaction ratings on Hively. • Nominated twice for company’s Animal Award for excellent customer service.• Chosen by management to help improve effectiveness of customer care team by creating and conducting training presentations.

• Served as sole proprietor of full-service management company for 16 short-terms rental properties. Oversaw cleaning, inventory, and calendars. • Secured clientele through word of mouth and excellent client reviews. Achieved press coverage in the Seattle Times.

• Managed real estate projects for construction of new cell phone towers, relocations of existing towers, and transitions to LTE infrastructure. Completed 75 projects on-time and on-budget. • Secured new land-use agreements between AT&T and existing lease holders by liaising between private companies, individuals, and AT&T. Researched lease agreements, located and contacted owners, and renegotiated proposed changes.• Ensured projects were properly executed by coordinating with engineers, MLA partners, lawyers, and landlords on all logistical aspects of build outs. • Secured regulatory approvals for projects by working with jurisdictions to obtain required permits.