As part of Calendly's Customer Experience team, I leverage data and automation to streamline operations, enhance service metrics, and improve both customer and employee experience. By optimizing CX systems and driving data-driven strategies, I support the company’s mission to deliver exceptional, scalable experiences.Data Automation & Reporting: Transform reporting processes by eliminating manual data entry and automating data queries, resulting in faster and more accurate insights. Partner with Data Engineering to align CX metrics with core company KPIs, driving more impactful decision-making.Operational Efficiency: Spearhead the integration of AI and automation tools to streamline workflows, reducing time-to-completion for key tasks and increasing team productivity. Deliver high-impact projects that enhance scalability and operational effectiveness across CX functions.Systems Ownership & Administration: Lead administration of critical CX systems including Zendesk, Ada, Loris, Google BigQuery, Tableau, and more. Collaborate with IT to optimize system access control, ensuring secure, role-based provisioning. Automate reporting workflows, providing timely insights for leadership and reducing operational risk.I focus on driving continuous improvements in CX through a combination of technology, data, and innovation to better serve both customers and employees alike.

- Advising the center on data architecture, governance, and analytics frameworks.- Building connections between both on-prem and cloud based solutions.- Enabling team on report and dashboard building.- Advising on process best practices to ensure data integrity.- Evaluating processes and tools to make recommendations for improvement.

👉 Originated the Customer Data team, responsible for Business and Data analytics supporting the entire Coupa organization. 👉 Created AI models predicting churn and customer health to benefit Customer Success and sales activities. 👉 Generated an alerting platform to give key insights when a customer’s health declines and allow for quick remediation with preprogrammed playbooks. 👉 Originated the PMO practice for Coupa Value Services supporting all programs, new software implementations, and strategic initiatives for all post-sales teams.👉 Own technology strategy for Value Service organization, consolidating duplicate vendors, reimplementing software to correct inefficiencies and clear the backlog of technical debt.👉 Originated the programmatic security predicate to control the flow of data and ensure compliance with all government regulations and our own privacy policy. 👉 Liaised with Legal, Data Privacy and Infosec to establish appropriate use policies, provide guidance on data elements available, and consult and remediate any data security concerns. 👉 Established the majority of the operational dashboards for use by teams from sales, customer success, product, and the C-suite, providing a 360 view of our customers health and successful value realization.👉 Automated multiple processes to remove unnecessary duplication of effort and get our teams back to focusing on results.👉 Designed and delivered our customer lifecycle, showing every interaction with every team from prospecting through renewal or churn. 👉 Unified all available data sources for customer interactions into one data warehouse, providing never-before-seen insights on every interaction between Coupa and our Customers. 👉 Served as the primary bridge between Value Services and Information Technology, allowing for prioritization and execution of all key initiatives.

👉 Implemented four cloud-based, financial software systems👉 Authored core company policies including Travel and Expense, Procurement, Vendor Management and Information Security.👉 Developed the corporate card program and equipment leasing programs to centralize spend and prevent waste👉 Served on the compliance teams for GDPR and CCPA.👉 Identified customer data flowing among internal and 3rd party processors by creating pathways and models with Legal, Engineering and Infosec.👉 Prevented data loss and ensured appropriate controls by automating tier system access roles. 👉 Created a Vendor Master for more accurate tracking of Contract Lifecycle.👉 Negotiated millions of dollars in savings through software license pricing discounts and early pay discounting.👉 Consolidated the supplier base to ensure the optimal use of strategic partners and ensure higher volume pricing models.👉 Expedited adoption of new processes and tools through effective and creative change management programs (ask me about the songs…)👉 Spearheaded the LGBTQA+ employee diversity group and co-designed an extremely successful pride campaign including our participation in the Atlanta Pride Parade.

Supervised global supply chain for $10M account. Sourced goods and negotiated contracts with manufacturers in China, Japan, and Italy. Ensured compliance with consumer product safety regulations.Provided discounted pricing while maximizing profits by negotiating vendor contracts for custom manufactured merchandise for largest international airline.Maximized footprint within customer organization by creating request for proposal (RFP) and request for quotation (RFQ) workflow.Improved goods distribution to 80K employees at 350+ domestic and international airports by automating system to enable audits and adjustments and instituting regular quality assurance (QA) checks.Increased sales volume 500% ($2M to $10M per year) and increased margins 10% after building automated ordering platforms that enabled customers to place orders from pre-approved catalog and starting email marketing campaign for potential buyers and executives.Enhanced brand loyalty and expanded customer base by co-planning and co-executing annual onsite sales of goods at eight major flight hubs.

• Streamlined operational processes, optimizing efficiency and reducing costs by 20% through strategic workflow improvements and resource allocation. • Spearheaded cross-functional teams to implement innovative technologies, resulting in a notable enhancement of overall operational performance and adaptability. • Established and maintained key performance indicators (KPIs) to monitor and evaluate departmental productivity, ensuring continuous improvement and alignment with organizational goals. • Implemented robust supply chain management strategies, minimizing lead times and reducing inventory carrying costs while maintaining high product availability. • Led successful negotiations with suppliers, resulting in millions of dollars in cost savings through strategic vendor management and contract renegotiations. • Developed and executed comprehensive risk management protocols, mitigating operational risks and ensuring business continuity in challenging environments. • Fostered a culture of continuous improvement and employee engagement, resulting in an increase in team productivity and a notable decrease in staff turnover. • Oversaw the successful execution of complex projects, ensuring on-time delivery and adherence to quality standards, contributing to overall client satisfaction and retention. • Implemented sustainable practices, reducing the organization's environmental footprint and enhancing corporate social responsibility initiatives. • Collaborated with executive leadership to align operational strategies with overall business objectives, playing a pivotal role in the development and execution of the company's strategic vision.

Assisted the promotions directors for four major radio stations in Knoxville, Tennessee which consisted of executing promotional campaigns, setting up for live remote broadcasts, production experience and working as liason to the sales department.