* Senior Leader at Airbnb, leading global CX strategy and operations. * Own end-to-end strategy and service design for Airbnb's largest customer service tier.* Created Airbnb's first ever methodology to baseline, measure, & improve the "maturity" of all CX service tiers.

* Single owner of multiple CX continuous improvement programs; leveraged Lean and Six Sigma methodologies.* Led a global service quality improvement program focused on increasing customer loyalty; resulted in a 22% YoY Net Promotor Score (NPS) increase & $30M+ annualized savings.

Drove strategy for a diverse portfolio of technical solutions for Nike’s Chief Administrative Office (Priorities: internal consulting on solution delivery to meet customer requirements, quality assurance, data analysis, strategic communications, risk mitigation, compliance, & supplier management)Implemented data-driven strategy to quantify system health of global technologies, evolving from reactive, ‘gut-check’ planning state to proactive, fact-based decision making (Goal: visualize data to mitigate compliance risks, drive effective cost/supplier comparisons, improve data security and ensure the delivery & support of world-class solutions to end users)Led teams through transitions to improve and optimize workflows and processes to meet strategic goals of internal department customers (Required strong relationship building, transition management, business requirements definition/documentation, challenging status quo, and collaboration/ influencing among cross-functional teams across the Nike Enterprise)

Led successful rollout of data management system for Nike’s Global Legal department; required careful design, development, and delivery of a solution that captured and met the business requirements all global users to ensure they could work smarter & more strategically on a global scaleBuilt smarter reporting/metrics structures to ensure adoption compliance & identify patterns for Leadership to make smarter, data-driven decisions Improved operational processes and brought relevant insights to streamline core capabilities of all global department teams in support of broader strategic goals

Managed company products, created new tools, & improved existing services for customers and internal teams Oversaw the implementation of a new company website and custom customer/information management intranet (CRM) to better capture customer data to drive strategic planning and innovationDeveloped & implemented communications and company brand strategy

Performed anti-bribery compliance research and due diligence on multinational companies to insure compliance with local and international anti-corruption lawsUtilized Spanish to communicate with International companies & organizations

Operations and Compliance Specialist; served as a liaison between the school system and DC Public Charter School Board, Inc. to ensure all compliance requirements were metBoard of Trustees relations, communications, and developmentResearched, drafted and composed system-wide policies/procedures (e.g. public relations policy)

Supervised/integrated daily management & development for a local non-profit organizationResponsibilities included Board relations/development, program development, community outreach, staff supervision, marketing, public relations, and financesIncreased revenues from the 2nd annual fundraiser mail campaign by 100%

Worked directly under Executive Director to assist with grant management/proposals, fundraising & community outreachResearched, developed, and updated an on-line Talbot County, MD resource manual for use ofemployees and participants of the CenterSupervised volunteers performing 400+ hours of service throughout the Center/community