- Strategic HR Decision-making: Demonstrated ability to develop and implement comprehensive people strategies aligned with organizational goals, such as creating pay bands, job descriptions, and performance review processes.- Leadership Engagement: Successfully engaged leadership through one-on-one coaching sessions and SMART goals. This helped foster a more positive work culture and accountability for to-do’s and quarterly rocks- Leadership and Manager Development: Expertise coaching/mentoring managers, helping them develop their leadership skills and improve performance.- Change Management in Startup Style Environment: Successfully adapted and oversaw significant organizational changes, such as scaling the company from 40 to 200 employees in 2 years, by providing guidance and support to employees and leaders.- Data-Driven Decision Making: Used data and analytics to identify areas for improvement, such as overstaffing or understaffing, and implement targeted solutions. - Payroll Implementation and Process Revision: After years of payroll issues, I assumed the responsibilities of Payroll Process that previously lived in the Finance Department. I was able to immediately create efficiencies, identify a lower cost payroll provider, and streamline reporting. - HRM Implementation: Onboarded and implemented new HRM software company wide. This involved developing training programs for managers, individual contributors, and leadership regarding reporting, requests/approvals, time keeping, and reimbursement/commission submissions.

- Customer Relationship Management: Created and implemented CS processes and guidelines that increased the number of repeat customers and word of mouth referrals by 34% YOY.- Revenue Generation Project: Successfully increased revenue through implementing upselling and cross-selling, demonstrating a strong understanding of customer needs and the ability to identify opportunities. Implemented Customer Service lifecycle changes that increased upsell revenue by $750,000/year.- Problem Resolution: Demonstrated ability to effectively resolve customer issues and complaints, ensuring a positive customer experience. Increased NPS scores by 70+ points over 2 years of process changes, including follow up times, email templating, and training.- Process Improvement: Developed and implemented efficient processes to streamline customer onboarding, support, and account management. This increased closing percentages across the sales team. - Data-Driven Decision Making: Used data to analyze customer behavior, identify trends, and make informed decisions to improve customer satisfaction and retention.

- Exceeded Revenue Targets: Consistently met or exceeded location revenue over 4 years in highly competitive markets. Oversaw the execution of 12-15 month contracts with clients ranging from $2200/mo to $17,500/mo. This included 4 new property openings and lease ups.- Successfully Manage a Team: Managed sales representative teams ranging from 2-6 employees over the course of 8 years totalling 42 individuals, increasing NPS scores, closing percentages, retention rates, and time to close. Mentored these teams to 80% promotion rate.- Implemented CRM Software: Utilized multiple different CRM systems (including Salesforce) to track customer interactions, manage sales pipelines, and analyze sales performance data. Implemented CRM usage at multiple new properties. - Developed and implemented Events and Specials: Events and Specials were coordinated to increase brand awareness and generate new leads. These included networking to involve local businesses, joining local community organizations, utilizing social media, and contacting referrals. - Customer Service Initiative: Created a ‘Constant Contact’ initiative that addressed customer concerns promptly and effectively, resulting in high customer satisfaction ratings and lower turnover rates. This also enabled me to maximize customer retention at the end of contracted lease terms.- Leveraged data analytics: Analyzed and presented data to identify sales opportunities, optimize pricing strategies, and improve sales efficiency. Worked with key stakeholders across other teams to ensure we were priced effectively.- Demonstrated strong communication: Communicated across departments to build relationships with team members that enabled us to address objections, and close deals as a team.