As a dedicated Home Concierge at Willow, I provide personalized, high-touch services to homeowners, ensuring a seamless, stress-free experience in managing and maintaining their homes. From routine maintenance and organization to handling home improvement projects and providing expert recommendations, my role is to support clients in optimizing their home environments. I am committed to delivering a tailored approach that enhances home functionality, comfort, and aesthetic, making everyday life easier for busy professionals and families alike.

- Spearheaded the recruitment and management of a team of 25 Care Navigators across 100 countries worldwide.- Developed and implemented comprehensive training programs on a global scale, equipping team members with the necessary skills and knowledge to deliver exceptional service.- Hosted 2 webinars per month for members/clients on varying topics in reproductive health.- Implemented system of certification courses for team to up level skillsets for fertility specialists- Oversaw Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, leveraging insights to drive continuous improvement initiatives and foster customer loyalty.- Successfully led implementation/testing of Salesforce and managed the platform as the team's CRM for ticketing system, meticulously configuring the tool to optimize workflow efficiency.- Utilized data analysis techniques to derive actionable insights from member issues, facilitating the development of efficiency plans and strategic growth initiatives.- Collaborated cross-functionally with Product team to enhance the user experience (UX) for health plan members, aligning operational strategies with product development objectives.- Managed reimbursement processes for fertility services, ensuring accuracy and timeliness in financial transactions while upholding compliance standards.- Led a high-performing team in resolving client escalations, working closely with the Head of Customer Success to mitigate issues and uphold client satisfaction.- Collaborated effectively with sales and marketing teams, delivering compelling member experience testimonials to prospective clients, thereby contributing to business development efforts.

- Directed a team of managers within the Customer Support division, orchestrating the hiring and development of 15 customer care representatives to meet organizational objectives.- Established and documented detailed workflows and processes for Member Care operations, ensuring consistency and efficiency in service delivery.- Oversaw the strategic expansion of the team from 15 to 30 representatives, effectively managing resources to support over 35,000 members.- Pioneered initiatives to enhance team efficiency and drive continuous improvements, leveraging data insights and feedback mechanisms to inform decision-making processes.- Utilized call center data analysis to identify trends, make informed decisions, and implement solutions to resolve issues promptly and effectively.- Conducted in-depth analysis of time allocation for client services, facilitating cost-effective resource allocation and budget management.- Led client meetings to review reporting dashboards, fostering transparency and collaboration to ensure alignment with client expectations and organizational goals.- Expertly managed escalated issues, demonstrating strong problem-solving skills and a customer-centric approach to conflict resolution.- Collaborated closely with Engineering and Product teams to review and prioritize new client requests, ensuring alignment with business objectives and technical capabilities.- Cultivated and managed vendor relationships

- Built out a strategic plan to scale the Member Care team and create and improve efficiency- Built full training and call coaching program- Strategically Developed and documented over 100 procedures and policies- Accountable for department KPIs defined by the organization and applies cross-team experience to drive continuous improvement in our call center metrics- Implemented strategies and improved the team's Average Handle Time on tickets by 35%- Coached, led and promoted 16 employees on my team within the company- Drove consistent communication with ClientsRan Customer Satisfaction program CSAT and NPS programs and used data insights to improve overall customer experiencePerformed Client Onboarding to health insurance platform

- Directed a team of Managers within Customer Support for a pioneering healthcare start-up, driving operational excellence and customer satisfaction.- Orchestrated the recruitment of over 35 customer care representatives, crafting a comprehensive staffing model to optimize team performance.- Designed and implemented an extensive Training program featuring mentorship, coaching, and video modules, ensuring continuous professional development and proficiency enhancement.- Established robust workflows and documented processes for Member Care, fostering consistency and efficiency in service delivery.- Successfully scaled the team from its early stage to 20 representatives, effectively managing over 14,000 lives with precision and expertise.- Introduced innovative tools and a CRM system to gauge efficiency and Occupancy rates, enhancing operational insights and productivity.- Championed talent development by promoting 16 representatives into higher roles through a structured coaching program, fostering internal growth and talent retention.- Presented notable team improvements in various client-facing meetings, showcasing operational enhancements and service excellence.- Developed a comprehensive monthly performance dashboard, delivering insightful metrics and analysis to the Executive team, enabling data-driven decision-making.- Spearheaded initiatives to drive team efficiency and continuous improvement, leveraging inputs derived from meticulous data analysis.- Utilized call center data analysis to identify and resolve issues promptly, ensuring optimal service levels and customer satisfaction.- Conducted detailed analysis of team time allocation across different clients to facilitate cost allocation and resource optimization.Implemented a Customer Satisfaction (CSAT) program, achieving a significant increase in CSAT score from 70% to 81% within the initial 3-month period.

Responsible for team KPIs and sales metrics, finding data trends, managing a team of 8 Club member agents and retaining club membersBuilt new approach to concierge servicesIncreased conversion rates by 6%Built an acct. management team to field auction winners from our Charity eventsSuccessfully led sales team through Chp. 11 restructure bankruptcy and emerged in Feb 2017Exceeded monthly sales goals 2 months in a rowResponsible for over $19M in annual revenueImplemented new commission structure with tiered systemImplemented new system with a call center and lead mgmt tracking tool, CRM and email marketing platformBuilt new training system with one on one sales coachingRestructured existing team to reduce costs and provided a path for growth

Built out Guest Services team from ground upStructured, hired, trained and led a team of 11 inbound sales and Guest Service professionals.Developed and implemented 80 essential processes, including call scripts, performance metrics/KPIs, customer feedback mechanisms, internal communication protocols and retrospective reviews.Structured and deployed innovative staff training programs comprised of course materials, instructional videos, certification tests.Monitored and coached Guest Services team using VR tool by listening to recorded calls and and providing education to team on skills for improvementProvided critical QA services for the Development team in support of software releases.Improved inbound sales conversion performance by 6-10% each year

Social Media Tracking and AnalyticsClient on-boarding and reporting functionalityBlogger relations via Influencer Marketing PlatformClient Dashboard training

Hotshop Retail Associate

19th C. American landscape paintings galleryWeb Content Manager using Photoshop and WordPressAdmin- drafted appraisals, invoices, etc.Photoshop mock ups and touch ups for clientsMarketing materials coordinatorOrganized advertising promo material and ad scheduling

Production asst on ShopVogue.com interactive ad web project. Photoshop configsCoach.com and Bank of America accounts