• Oversee day to day operations of global real estate investment and property management company.• Manage social media and other company communication outlets, resulting in 115% social media community growth over 9-month period.• Assist in development and execution of event-specific and customer-facing presentations.• Conceptualize and implement unique and exclusive customer-centric initiatives and events to improve customer satisfaction and loyalty.

• Managed full life-cycle planning and execution for virtual and live events, programs, and activities for business coaching program.• Developed & implemented innovative membership campaigns and engagement activities, resulting in increased client retention from 85% to 91% and 7% membership growth over a 6-month period.• Maintained program budget and tracked expenditures/transactions.• Facilitated program communications through media relations, online portal, program-related social media, and other outlets.• Tracked program progress to identify trends and make adjustments as needed.• Collaborated with cross-functional teams to deliver exceptional live events.• Monitored customer journey to ensure positive experience across all touch points.

• Supervised team of 35 Commercial Insurance Underwriting Technicians across 7 U.S. branches. • Supported and equipped team to adopt and use changes to business processes, job roles, and organizational structure.• Mentored transition team of Underwriting Technicians in preparation of newly created roles, leading to 90% offer success rate.• Allocated resources to appropriate geographies and business units.• Tracked and monitored team performance to provide timely feedback and development opportunities.• Developed strategies and training to improve team efficiency and productivity.

• Directed cross-functional team of more than 40 specialists, in handling of big box acquisitions, onboarding, and special projects for waste & recycling brokerage and technology solutions company.• Streamlined vendor operations with creation of procurement process, which was adopted company wide, increasing procurement success rate by 37% within 1 year.• Implemented new vendor onboarding program, resulting in a 14% increase in customer satisfaction scores and 11% reduction in customer complaints.• Analyzed customer and vendor satisfaction survey data to identify issues, trends and opportunities for improvement.• Managed resource assignments and staffing levels, including recruitment as needed.• Shared hands-on technical preparation and presentation work for key special project accounts.• Developed strong vendor relationships and negotiated contracts.

• Supervised team of 12 Contact Center Customer Care Analysts in handling of disability and medical leave claims.• Led QA audits to ensure compliance and determine training opportunities.• Obtained and analyzed medical and vocational information to determine medical eligibility.• Resolved advanced, complex, or escalated customer issues.• Trained and mentored new hires on claim handling and customer service best practices.