- Provided consistently high-quality support interactions with a focus on high-touch experience to all individual users, clients, client admins, and lab partners through multiple support channels: Help Scout, JustCall, partner Slack channels.- Developed and owned a project management system to track and prioritize necessary updates to multi-audience public help centers.- Partnered with People Operations to project manage and develop Brio’s initial DEI strategy and action plan.

- Key member of a team that used Help Scout to help over 670k customers via email in 2020, personally helping over 14,000 customers.- Introduced and led the implementation of TextExpander, increasing team efficiency and collaboration on real-time updates and additions to shared canned language. Responsible for onboarding new hires to TextExpander.- Contributing to ongoing improvement of team-wide writing skills and email quality by: creating and presenting a business writing and communication training, hosting a monthly TextExpander and canned language skillshare, and updating team-wide canned responses to reflect product changes.- Selected to participate in an org-wide Core Values Task Force, working as a group to generate, refine, and finalize ActBlue’s first-ever organizational core values.- Collaborated cross-departmentally with the Marketing and Product teams to increase external and internal product knowledge. Reviewed and edited new public-facing support guides, and facilitated meetings between Donor Experience Product Managers and the Donor Support team.- Invited to the hiring team and interviewed Donor Support Associate candidates.

- Served the customer support professional community by wrangling logistics to produce memorable, successful events. - Worked with organizers and volunteers from the Support Driven community to deliver programs filled with practical, actionable content for attendees.

- Illuminated corporate structure and processes, by distilling 15 years of company information into useful data—creating departmental diagrams, technical flowcharts, and SOP documentation from scratch.- Reduced IT expenses by 43%, while expanding services and tools available.- Increased order fulfillment efficiency and customer satisfaction by designing and training staff in the use of a project management workflow using Trello.- Orchestrated launch of new browser-based CRM software, including transfer and reorganization of all historical customer data.- Planned and executed a transition to GSuite for all email, calendar, file storage/sharing, and document creation needs.- Streamlined corporate accounting by rolling out Expensify, integrating it with Quickbooks, and coaching staff through building habits of consistent use.- Providing ongoing training, customer support, and systems administration—both in person and at a distance.

- Hired and managed all creative talent for a national blues dance festival with a focus on growing community via inspiring music and education.- Ensured that each band, DJ, and dance instructor had all needs and expectations met by communicating clearly to negotiate contracts and plan event logistics.- Kept the music and class schedule of each day/night flowing smoothly, by serving as the primary contact for talent and supervising load-in and out for bands.

- Productively engaged event attendees and organizers in building safe, accessible, and healthy communities by facilitating dynamic conversation- and activity-based workshops.- Founder and administrator of a 2100+ member Facebook discussion group focused on ending sexual violence in dance spaces through building a culture of consent, as well as addressing other safety concerns.

- Produced four domestic and two international events annually, as a key member of a consensus-run event production team.- Collaborated in strategic decision-making regarding organizational direction, long-term planning, and budgeting, as well as making event-specific, data-driven choices to determine scope, site logistics, workshop content and scheduling. - Coordinated and managed volunteer-staffed event kitchens feeding 100-400 attendees 3 meals a day for 3-5 days.- Designed an off-grid kitchen; managed construction and tear-down at each event.- Built relationships with small farmers and organic wholesalers near each event locale.- Created nutritionally-dense, seasonally-focused menus that catered to all common dietary restrictions, while sticking to a budget of $3/person/meal.