• Manage a distributed team of Tier 1 and Tier 2 Billing Support CSA’s, with 100% of my team exceeding KPI goals in all metrics (closed cases per day, time to response, quality assurance, and customer satisfaction goal of 95%)• Manage the “Team Building Committee,” which meets regularly to plan and host events for the entire support team. Maintain the TBC’s budget• Schedule and manage staffing across multiple time zones• Work closely with the product team to discuss customer feedback, share insight into potential future improvements, understand timing and details of new product launches, and discuss critical bugs (using Jira)• Product expert for the Billing team• Write and maintain support macros and SOPs• Helped create the training schedule for billings CSAs after completing their onboarding with the Training team• Attend leadership trainings hosted by the VP of CS• Own and resolve customer escalations

• Provide specialized billing support for customers based on their needs.• Achieve 93%+ customer satisfaction ratings.• Surpass metrics for tickets, phone calls, and live chat conversations.• Handle customer complaints/feedback/feature requests and provide alternatives and/or solutions to ensure resolution when possible.• Work with a wide variety of teams at brightwheel to ensure clear customer communication.• Contribute to high impact projects.• Operate in a highly autonomous, remote environment.• Provide internal feedback for operational improvements and efficiencies.

Worked at The Busch Group (with PHG under its umbrella) for 10 yearsManaged position in conjunction with being Senior Quality Assurance ManagerFrequent visits to all 12 hotel & resort properties in the Busch Group portfolio gave me a thorough understanding of all major capital needsReviewed and processed all hotel capital requests against their capex budgetsHeld regular capital project tracking meetings with the GMs and Directors of FinanceOversaw the properties' 5-year Capital PlansBuilt and ran the Capital Plan presentations company-wide at year end

• Designed and launched The Busch Group’s Quality Assurance program.• Managed the software that all QA’s were conducted through.• Conducted regular, ongoing quality assurance audits of all properties and service.• Built the QA to ensure that all properties and team members were measured fairly and equitably (whether the property was a 5-star resort, and a business travel hotel).• Met with hotel teams regularly to discuss their performance and areas for improvement, as well as where they were exceeding so that knowledge of best practices could be shared company-wide for everyone’s development.• Shared evaluations in meetings with corporate and hotel executive teams.• Maintained the company’s brand standards.• Each of the above metrics continually improved while I managed the QA program. Always analyzed software reports and data, and my own QAs to find ways to improve our metrics.• Since the QA software was the same that team members used at the properties, I also lead training sessions on that software (HotSOS) and pushed for continuous improvement by our teams using the software to increase guest satisfaction metrics and team member efficiency.• Collaborated with many teams across the company when building and continually refining the QA standards (IT, design, project management, marketing, operations, the executive team, and more). This was very much a continually evolving process.• Experience with direct reports, managing a team.

• Managed new builds and renovations for several hotels and resorts, including:DoubleTree Irvine Spectrum, Paséa Hotel and Spa (Huntington Beach), Newport Beach Country Club, Wyndham Anaheim Garden Grove, Meritage Resort and Spa (Napa), Estancia La Jolla Hotel and Spa, and more• Coordinated between and managed large teams of designers, purchasing companies, general contractors, architects, hotels, city planners, etc. Developed great team skills• Used organization, creative problem-solving, and critical thinking to ensure the projects of my team met their milestones to finish on time and under budget• Worked on many hospitality projects at the corporate level. Gained extensive management experience• Designed and maintained quality assurance software and implementation• Maintained the physical PHG Design Room and associated digital assets

Led writing workshops and critiquesDevised and implemented lesson plans (reading lists, writing exercises)Moderated and led discussion groupsUtilized online teaching resources such as BlackBoard and e-mailCommunicated regularly with faculty overseeing the writing programCoordinated the Summer Residency schedule with all faculty and students