• B2B Account Manager acting as point of contact for all business clients and their requests• Performed cold calls to potential business clients for sales and networking• Built up the Tayst Coffee customer experience platform to streamline responsiveness• Built infrastructure for internal operations, i.e. developing and documenting policies and procedures• Designed the customer journey from discovery to checkout• Improved the subscriber dashboard to include more information and ability to manage accounts• Designed e-mail communications, canned responses, and bot automations• Drove sales and engagement through successful trade show attendance and marketing strategies• Establish and implement departmental policies, goals, objectives, and procedures, conferring with senior executives and staff members as necessary• Implemented Hubspot CRM for sales, marketing, and tracking• Designed and obtained customer “swag” for promotional purposes• Monitored the Tayst social media accounts to ensure good customer interactions were occurring. Acted as the “voice” of the company• Onboarded and trained new staff as the company continues to scale• Account manager for all B2B accounts• Implemented customer retention strategies for B2B and home user accounts• Achievement: Implemented customer retention strategies for B2B and home user accounts that directly increased profits by an average 20%

• Oversaw operations of a 40-person staff• Operational liaison for all newly appointed fellowship grantees of the organization• Managed staff and customer requests through a proprietary ticketing platform • Developed and tracked multi-million dollar operational budget• Moderator of bi-weekly all-hands meetings between multiple locations• On-boarding and off-boarding HR liaison for all new and departing staff• Oversaw the opening and implementation of a new facility from procurement to build-out• Achievement: Founding member of the S.P.A.C.E. (Strategic Planning And Collaborative Engagement) committee, a staff-run committee dedicated to addressing systemic challenges and improving diversity and inclusion within the organization• Achievement: Developed a system and policy to successfully monetize the company’s office space for Fellows

-Special events planning including: annual Board and partnership dinners for between 45 people-Administrator for all accounts payable -Performed new hire orientation and paperwork and acted as the HR liaison for all inquiries-Oversaw the opening and implementation of new office for a 12-person staff -Oversaw daily operations including Network support and maintenance, purchasing, and accounts payable-Initialized and oversaw the implementation to a new CRM

-Assisted in organizing annual Out 100 show including: transportation, deliveries, invitations, and handling VIPs-Oversaw administrative services for large, creative team-Edited, uploaded, and published online video content daily-Respond to e-mail and telephone inquiries regarding technical issues with the video on-demand viewing platform-Writer for Popnography.com, Out Magazine’s LGBT popular culture blog

• Primary function: assure the well-being and maximum productivity of a 200-person staff• Wrote and regularly updated organizational policies and procedures manual• Implemented cost saving partnership with American Express travel management• Data Center planning and maintenance• Coordinated bi-annual Board Meeting, annual holiday parties, and team retreats• AP/AR for national accounts (Sprint, Enterprise Rent-A-Car, American Express, etc)• Tracked a multi-million-dollar operational budget• Wrote and edited staff communications including: bulletins, new hire announcements, etc.• Performed weekly new-hire orientation