Key Accomplishments:Centralized Customer Support:• Transitioned phone, email, and customer account management from 14 locations to a call support center with 20 agents. • Created 3-week intensive training and onboarding plan to support agents including digital and in-person training content.COVID Closure and Reopening Support:• Developed 3-point check in process for 10 locations to open safely including adhering to Washington State Health Department Guidelines and operational policies• Created 100% paperless waiver and customer account processes to track and reduce organization risks• Developed mobile systems and deployed 50 iPads to 10 locations in order to mange customer entry, customer paperwork and sales.Macros and Automation:• Self-taught automation using SQL, macros, and iSWITCH software to centralize data entry from 100 staff to 3.• Created training and onboarding to ensure automation practices are scalable and sustainable.Strategic partnership with Software Vendors:• Built relationships with customer account software vendors to ensure organizational ROI. First time the organization resourced and centralized operational system support. • Consulted in product enhancements and development including the following:o Mobile applications for staff account management to enable staff to get out from behind the desk.o Mobile friendly registration – enhancement project of 6 months resulted in 36% increase in digital revenue YoYCustomer First Product Standardization• Led 3 year project to streamline and standardize program catalog. Took a catalog of 5500+ product offerings to 700. • Partnered with IS Business Analyst to develop PowerApps for end users to submit offerings to centralized data entry team.• Created organizational process for submitting program offerings. Enabling operations to plan ahead and market to consumers.

Serves as the organization’s membership and program management system subject matter expert. Works collaboratively with business units to identify areas of opportunity to optimize use of the system to support the business objectives of enhancing the online experience, driving online sales, and creating organizational efficiencies. 1. Lead, manage and evaluate the configuration of all CRM system to meet business objectives (drive online sales, market-standard e-commerce experience, consistent buying experience across the Association). 2. Deliver solutions that optimize the use of the CRM by working in partnership with business leads and stakeholders. Understand business goals, identify issues, research and test solutions, ensure reporting requirements are collected and met.3. Oversee the audit process of system entries and develop recommendations to management based on analysis of information to ensure integrity of data and continuously improve processes.4. Troubleshoot, escalate and respond to user inquiries about system use, configuration and limitations. Serve as point of contact for CRM product support.5. Collaborate with business departments, branches and functional business leads to ensure effective communication among stakeholders and to synchronize system use and expectations.6. Test, manage and communicate assigned releases, upgrades, enhancements and other system changes.7. Recruits, hires, trains, evaluates and supervises assigned staff.8. Provide excellent customer service and facilitate the resolution of member issues, questions and complaints that frequently require analysis of situations to determine best course of action and use of resources. 9. Oversee Gates Desk and develop workflows, processes, goals and evaluate technology to continually improve the quality of customer service.10. Help define success metrics for external customer service and establish plans to track, monitor and measure effectiveness.11. Provide general support.

• Lead, manage and evaluate configuration of youth enrichment programs to meet business objectives (drive online sales, market-standard e-commerce experience, consistent buying experience across the Association). • Deliver solutions that optimize the Association’s use of ACTIVENet by working in partnership with program/business stakeholders, identifying issues, researching solutions and leading users through process changes.• Audit system entries and develop recommendations to management based on analysis of information to ensure integrity of data and continuously improve processes.• Serve as YMCA of Greater Seattle and ACTIVENet youth enrichment subject matter expert. Troubleshoot, escalate and respond to user inquiries about system use, configuration and limitations. Serve as point of contact for ACTIVENet product support.• Train and educate Program Directors, Coordinators and Instructors on the use of the ACTIVENet system through trainings, small group meetings and individual consultations.• Collaborate with Association business departments, branches and functional business leads to ensure effective communication among stakeholders and to synchronize system use and expectations.• Manage ongoing database administration including seasons, skip dates, custom questions, instructors, supervisors, centers, facilities, etc.• Develop and update user materials for providing instruction and reference, including information about business processes and system updates.• Test, manage and communicate assigned releases, upgrades, enhancements and other system changes.• Provide excellent customer service and facilitate resolutions of member issues, questions and complaints that frequently require analysis of situations to determine best course of action and use of resources. Focus on member satisfaction, experience and retention. • Provide general support to department and branches with program entry, audits, rate increase adjustment, etc. as needed.