• Led a team of 100+ team members in managing 10,000+ weekly calls, achieving a 94% Call Answer SLA• Orchestrated the transition to Salesforce while maintaining 90%+ Call SLA through the creations of dashboards and toolsets to monitor hourly performance • Owned and improved the Customer Satisfaction Score (CSAT) metric, increasing it by 4 % QoQ through analytics and process enhancements• Implemented JIRA workflows to streamline and monitor updates for transactional bidding requirements, resulting in higher visibility and reducing turnaround time by 25%• Developed a shipper transactional bidding toolset, increasing bid rate to 97% on profitable lanes• Collaborated cross-functionally to eliminate redundant work items, resulting in a notable 2.5% reduction in annual work items created. Implemented product fixes and cross-functional documentation to enhance operational efficiency and streamline workflows• Created a highly adopted metric dashboard for shipper performance (On-time performance, dwell times, facility level issues, etc.) utilized by Account Management and Operations for effective decision-making and decreasing shipper escalations• Addressed 100+ ad-hoc requests from Operations, Product and Engineering teams, ranging from in-depth analysis to model design

• Led team through two restructures amid hyper growth, ensuring continuity in operations and sustaining high productivity and motivation levels. Spearheaded the expansion of the team from 9 to 46 members by recruiting and mentoring top talents, resulting in improved operational efficiency and significant growth• Worked autonomously in an ambiguous environment, proactively identifying and mitigating risks within new shipper onboarding. • Strategically managed a portfolio of 196+ new shippers, orchestrating a 5x volume increase year-over-year through effective collaboration and implementing cross-organization phase transitions• Implemented a streamlined track and trace monitoring system, reducing the number of shipments requiring monitoring by 50% reducing operational hours by 125 hours per week • Integrated AWS and Call-to-Text ratio metrics into Operations Productivity Metrics, optimizing customer support processes and improving overall efficiency by 15%• Developed and delivered an impactful SQL training course for the Operations department, empowering team members with advanced problem-solving capabilities, resulting in 20+ • Developed and maintained metrics for annual detention losses, leading to revamp Detention processes, and optimizing appointment updates, leading to Convoy saving ~ $0.30 per shipment ($163,800 annually) and improving operational efficiency • Collaborated with Engineering and Product teams to implement automation in new customer onboarding, streamlining processes and enhancing scalability

• Achieved a 40% reduction in case response time quarter-over-quarter by implementing efficient pre-populated templates within Salesforce• Maintained a productivity metric ~drove 30% higher dedication and efficiencyCollaborated with clients to enhance Expedia's points of interest data by adding, updating, and maintaining location information• Designed and delivered comprehensive new-hire training for Salesforce, equipping team members with the necessary skills for success• Conducted thorough investigations and research on Salesforce cases involving hoteliers' requests for address and geographical updates, ensuring 100% data accuracy and customer satisfaction

• Mentored and trained 10+ new trainees on Google policies and procedures, demonstrating leadership and subject matter expertise• Earned the trust to perform quality checks and mentor new team members within six weeks of joining the team• Maintained a consistently high productivity score ~50% above the team average throughout tenure, showcasing efficiency and excellence• Identified and escalated erroneous policies, providing well-thought-out solutions that improved the quality of front-end data• Collaboratively developed training material and policy documents, serving as valuable resources for the entire operations team• Skillfully identified, filed, and triaged bugs, ensuring prompt resolution by the appropriate engineering teams

● Directed, supervised, and interviewed/hired all front desk employees.● Created weekly schedules for all front desk agents according to available budget. ● Organized and led weekly meetings and trainings. ● Ensured all company policies and procedures were adhered to daily. ● Conducted quarterly agent reviews within the department.

● Managed all inquiries, reservations, and needs of my corporate accounts.○ Acted as the liaison before, during, and after their stays to ensure lasting relationships. ● Surpassed company sales goals for five consecutive quarters.● Analyzed and restricted rates and availability leading to $1.2 million in increased total revenue.● Maintained and tracked monthly budget, revenue, and forecast spreadsheets.

Performed full customer service duties including: Reservations; checking guests in/out; handling money; providing van transportation and food delivery services; inventory of hospitality supplies; minor repairs & housekeeping duties; independently maintained the front desk both through opening and closing procedures.

● Supervised all shifts within the front desk, conducted quarterly reviews for my department, and prepared department staff payroll.● Managed and assisted agents with all hotel procedures. ● Directly handled guest complaints, concerns, and all billing escalations.

Under the direct supervision of the owner, as the sole employee I was responsible for the initial start-up of an online retail product. I obtained all appropriate City and State licensures, Tax Identification numbers, copy rights and registrations for the LLC. Supervised the development of the website and online store. Created mailing lists, set up banking requirements including the ability to accept credit card payments. I processed all client orders including shipping and handling. Processed accounts payable and employee payroll and payroll taxes.

Directed and supervised all shift activities within the restaurant. Assigned, motivated, counseled, and evaluated employee performance. Provided training for shift personnel, maintained proper staffing levels including finding replacements for absent staff to maintain outstanding customer service.