Wix Payments is Wix’s internal payment gateway that allows users to accept payment through their site. It is an independent product option similar to Stripe, PayPal, etc.Within Wix Payments my role was a leadership position focused on data-driven performance improvements of the Product Team, Customer Service call center, and related specialized teams with a focus on improving operational and customer-facing processes.The key to my success is my belief in putting the customer first and my ability to put myself and our team in the customers’ shoes to understand their needs. Further, it is critical to understand that each customer is unique, yet it is vital to craft standardized processes that allow all customer types to flow through the organization’s processes efficiently and effectively.● Collected and maintained performance metrics for reporting and use in a wide variety of areas including User Satisfaction, User Experience, Product Development, Team Performance, and overall efficiency.● Collaborated on product roadmap and its implementation within customer care teams.● Built strong relationships with internal and external users to understand how we can incrementally and successfully deliver value.● Identified, managed, and communicated risks to relevant parties at each stage of the product development lifecycle.-Accomplishments and Skills Acquired-● Directly improved internal and external processes and drove measurable increases in customer satisfaction through reports focused on process improvements and customer journey, and through direct management and coaching of team members. (Measurable results below) - Increased Net Promoter Score by 11% on average per cycle - Increased Customer Satisfaction by 14% on average per cycle● Improved product adoption and usage through analysis of product improvements to reduce risk and exposure to the organization, while improving customer satisfaction.

As a Social Media Advisor at GoDaddy I advised customers on how to effectively create and implement social media strategies to achieve their marketing and communication goals. Working collaboratively we would review varied social media platforms, their algorithms, and analytics and then use this knowledge to create and implement marketing strategies for small and medium businesses.● Worked with stakeholders, both internal and external, to ensure that the social media strategy was aligned with the overall product strategy of customers and their organization.● Collaborated with various teams and their product managers to ensure that the social media content effectively communicates the value of the product to the target audience.● Was responsible for gathering customer feedback and relaying that data to various stakeholders and product managers to improve overall customer/user experience.● Co-functioned with a wide range of different types of business to help them grow through effective social media marketing. (e.g. B2B, B2C, eCommerce, SaaS)● Worked with front-end developers to optimize customers’ sites covering topics like UX and UX design, domains, 3rd-party Payment Platforms, using technologies like CSS, HTML, Javascript, and APIs to accomplish our goals.

Project Director, Creative Director and Project Manager focused on content creation from conception through final delivery, implementation and ongoing management. Provided excellent support to customers and teams through detail-oriented communication and management.● Responsible for strategic and creative direction, production, project management and overall supervision.● Designed and institutionalized brand positioning and go-to-market strategies, including marketing and sales strategies, with the goal of driving brand awareness and customer growth. Types of advertising overseen includes: Facebook Ads, Google Ads, YouTube Ads, Digital Marketing.● Collected and analyzed data from multiple sources to guide decisions and analyze ROI for a variety of initiatives. (Ex. Customer Fit, Customer Experience, Marketing Channel Effectiveness, Revenue Growth, etc.)● Contributed to revenue growth of between 10-50% per year.● Created roadmaps for creative content including marketing, operational, sales, and other considerations.

Contract Negotiator focused on liaising between Apple’s academic customers and the legal and sales departments throughout negotiations of sensitive contractual terms and conditions. ● Main point of contact between academic customers and internal stakeholders.● Collaborated with cross-functional teams to collect and analyze details of customers’ Requests For Proposals in order to position the organization to win contracts.● Provided excellent customer support as a customer advocate, while protecting Apple, Inc. from exposure and risk.● Created an extensive portfolio of process documentation with the goal of improving efficiency and efficacy of the Education Contracts Group.