• Manages book of business of mid-market to enterprise-level restaurant brands, totaling an ACV of over $11M• Project manages multiple integration projects with strategic brands, expanding how Olo can adapt to a changing restaurantindustry, particularly in virtual restaurants/ghost kitchens and convenience stores• Develops processes with Customer Success leadership to improve internal efficiency and champion Salesforce as a centralizedresource across all Olo teams• Identifies opportunities for new product adoption/upsells and collaborates with Sales and Specialists teams to execute deliverables• Conducts periodic Executive Business Reviews with client leadership to demonstrate value, drive adoption and deepen engagement

• Managed book of business of mid-market to enterprise-level restaurant brands, totaling an ACV of over $10 million• Managed multiple product adoptions and integration projects, primarily focusing on virtual restaurants

• Managed technology platforms for the Hospitality Team, Shake Shack’s customer service department, and Digital Marketing teams• Optimized platform use to scale, driving new products to match increasing volume• Oversaw reporting and tracking of guest data through Salesforce, working with the Insights team to deliver data to Shake Shack operators, marketing and product teams and C Suite• Onboarded and trained new team members and monitors performance through weekly quality assurance checks

• Managed a team of Customer Support Representatives, who serve as the points of contact for guest inquiries across over 150 Shacks in the US• Oversaw reporting and tracking data through Salesforce, delivering guest data to key stakeholders• Created and managed the Quality Assurance review process to track and report on agent performance• Maintained and optimized the Salesforce platform to effectively meet Shake Shack’s needs

• Ran internal reports to identify trends and pain points in Shack operations as well as the Guest Experience process• Created online surveys to obtain guest feedback for internal review and reporting• Managed music playlists for US Shacks

• Oversaw day-to-day operations of the customer service department, which earned over $125,000 in daily sales – developed and implemented process improvement across the department• Applied tracked metrics of ticket sales for over 30,000 tours in 32 metro areas to strategic proposals for increased efficiency and recurring revenue• Served as lead point of escalation for tour operators, managing relationships and expectations of tour operators by ensuring optimization of their accounts• Created channels for quality control assurance, including training sessions for reporting customer service representatives to ensure top performance

Zerve worked with hundreds of SMBs to provide customer service and online ticketing for tours across the country.• Partnered with executive team for research on potential business partners on Salesforce and conducted revenue estimates to gauge likelihood of operational fit• Gained first hand understanding of user and customer experience by assisting over 12,000 callers with ticket purchases over the phone and via “live chat”• Assisted clients with customer engagement and account marketing on the Zerve site

This temporary position gave me the opportunity to meet and work with people in a professional context. Before I started, search engines were unable to find and index the website.• Developed a custom SEO strategy for the target demographic of those seeking the perfect real estate in NYC• Fine-tuned content and blog posts using Wordpress with SEO plug-ins to maximize search engine potential• Helped the website advance to the first page of Google search results