Emelie Flessa Email & Phone Number

Boston, MA, US

Irvine, California, US

Jersey City, NJ, US

• Responsible for a crypto loan book of 13,000 loans ($1.1bn in value), while also manually processing 4,482 loan refinances ($147.7mm in value), 16,717 stablecoin payments ($537.8mm in value), and 5,290 voluntary loan.
• Responsible for the full loan product cycle, including but not limited to origination/funding loans, payments (full, partial, interest), refinancing loans, loan closures/cancellations, reconciliation of payments, etc.
• Developed process automations using business intelligence tools and internal databases (ex. Alteryx) – mitigating risk of human error to improve client experience and ultimately resulting in ~50% reduction in execution.
• Identified and developed process improvements that mitigated financial and compliance risk for BlockFi – ex. increased the accounts payable hold period for ACH payments, resulted in increased identification of failed.
• Collaborated cross-functionally and performed ad hoc troubleshooting with Client Success, Finance, Analytics, Engineering, Fraud, and third-party vendors to identify and problem solve for operational bottlenecks to.

Boston, Massachusetts, US

• Managed all aspects of Mable’s ecommerce order fulfillment operations including customer management, invoicing, data analytics, financial analysis, and risk management/verification.
• Effectively and efficiently managed order execution during FY20 with a 950% growth in order quantity (~1,916% growth revenue).
• Drove strategic supplier relationship management for over 900 vendors and 750 retailers.
• Automated procedures and worked with the product and engineering teams to streamline supply chain and fulfillment process.
• Drove product feedback loop by communicating customer concerns and supply chain bottlenecks to the development team to reduce friction and improve user experience.
• Hired and managed a team of two operations associates to implement and onboard new vendors to the platform while achieving objectives and key results (OKRs).

• Managed client centric solutions to increase customer satisfaction and loyalty while achieving daily performance indicators.
• Worked cross-functionally with the business operations team to analyze and report on financial data.
• Diagnosed software issues and engaged with product and engineering teams using established processes.
• Identified opportunities for growth and collaborated with sales teams to upsell and cross-sell.

Austin, TX, US

• Connected customers to the OV community by assisting with in-shop and out-of-shop engagement efforts.
• Worked with fellow Brand Reps and leadership team to improve and streamline the customer service experience.
• Made sure customers had the best experience in the shop, in the community, online, and over the phone.
• Fostered connections with customers and the community around the shop.

• Obtained and utilized market information and research to make informative decisions for clients and the company overall.
• Inspired a modern touch on marketing materials for listings which promoted quick sales and quality service.
• Performed additional research to assess potential new markets throughout the greater Boston area.
• Created social media content and other promotional materials which created a strong foundation for a growing company.

Foxboro, Massachusetts, US

• Assisted the soccer operations management team in international recruiting of soccer players.
• Coordinated customer and management activities to ensure seamless operations delivery during game days.
• Delivered excellent customer service in a high-volume environment.
• Utilized employee relationship management to gain insight to marketing and sales business units.

San Francisco, CA, US

• Given full responsibility to care for newborn twin girls and a two-year-old boy Monday through Friday (7 a.m. – 8 p.m.).
• Worked with children to plan daily activities which developed teamwork, self-confidence, and good morals.