I build scalable online learning platforms to empower experts to strengthen their brands, monetize their expertise, and earn passive income.

I sit at the dynamic intersection of people, product, and process, driving impactful outcomes that shape our success as a startup in the constantly evolving edtech ecosystem. I lead engaging client demos that underscore the unique strengths and proprietary methodologiesof the DSD platform, which champions a human-centered blended learning experience.I address customer support tickets and serve as the principal contact for many of our key accounts, which enables me to build strong relationships with clients, understand their needs, and deliver tailored solutions. I am tasked with evaluating organizational workflows to craft new SOPs that optimize both internal and client-facing processes (such as onboarding) to improve productivity and enhance customer satisfaction. I conduct in-depth analysis of end-user feedback and KPIs (NPS scores, customer satisfaction scores, etc.) on a bimonthly basis to drive the development of new product offerings and refine existing features.By reporting directly to the CEO, I am empowered to make meaningful contributions that align with the company's vision, goals, and long-term success.

Collaborated with key stakeholders in the dynamic, cutting-edge AI industry to design and deploy learner-centric solutions that empowered a global team of 40 support engineers, enabling them to adapt to and excel in complex, multidisciplinary workflows.Partnered with cross-functional teams, including engineers and account managers, to implement a range of customer-facing processes throughout the entire customer lifecycle, including onboarding, ongoing education, and churn management.Provided comprehensive weekly metrics reports to senior leadership, analyzing key performance indicators such as Customer Satisfaction Score (CSAT), Agent Satisfaction Score (ASAT), and Customer Effort Score (CES).Pioneered the development of a comprehensive customer Knowledge Base (KB) and implemented an AI-powered chatbot to transform the end-user experience into a highly efficient self-service model.

Led cross-capability digital media and advertising projects within the GroupeConnect division, serving clients at Bank of America.

Simultaneously managed 4 international project teams of designers, software developers, learning consultants, and technical architects to roll out customized digital learning solutions (per agile best practices) for global clientele, while fostering excellent customer relations at every step of the software development life cycle.

Owned the design and delivery of client training to end users in both "train the trainer" and direct-to-user models, created product documentation for use in learning and development, and supported product development by developing both internal and customer-facing communication.

Developed, deployed, and oversaw the Toast POS restaurant training program (Toast University).

Created product marketing material for Schools Managers to use in launching courses in schools, developed digital learning curriculum for a web-based environment, collaborated with stakeholders to design digital lessons, embedded assessment, and sequencing to ensure curriculum design reflected best practices in education pedagogy.

Cofounded GridRise (formerly known as Mobilizr) in October 2014 as a social impact startup. Our mission is to impart responsible technology practices and digital resources to marginalized individuals to enable them to build community and achieve upward social mobility.We are a proud graduate of the selective Venture Incubation Program (VIP) at the Harvard iLab. GridRise is a registered 501(c)3 non-profit organization in the Commonwealth of Massachusetts.Learn more at https://www.gridrise.org

Cultivated a strong network of relationships with customers, partners, investors, and mentors, created and sustained the startup’s online presence by implementing a strategic social media strategy, and liaised directly with co-founders to resolve community issues, all while promoting the Gradberry brand.

Developed and executed both needs and skill-based assessments, then leveraged that insight to design engaging digital instructional assets on a web-based learning management system (LMS).Collaborated directly with the founder to implement processes that would better evaluate student performance and strengthen the learner feedback loop.

Identified and troubleshot issues affecting clients in their day-to-day patient-scheduling workflows, providing training and support when needed.Developed and disseminated best practices to streamline software development processes.Collaborated with leadership and sales teams to improve customer satisfaction.

Empowered the next generation of English speakers, one student at a time.

Managed the implementation of multi-million dollar EMR modules for major healthcare institutions, supervised project teams to achieve objectives on-time and on-budget, and optimized digital workflows for complex surgical and anesthetic procedures.Earned certifications in OpTime and Anesthesia software suites.

Student leader and campus point of contact for 60 freshmen at Clara Dickson Hall, the largest residence hall in the Ivy League with a population of over 500 mostly first-year students.Managed and dispensed an annual budget toward valuable programming initiatives, collaborated with campus staff members and faculty to advertise events and fundraisers, assisted with conflict resolution to foster spirit of volunteerism and community service.Empowered undergraduate students to find their calling in an inclusive and diverse atmosphere.