●Managed company-wide re-branding project to reinvigorate company’s brand and shift customer perception from a software company to a financial market research institute with internal and customer-facing impacts●Led effort with rebranding the entire company website, working with several different stakeholder groups to execute including the creative designers, copywriters, website content team, and our offshore development team.●Partnered with Creative and Facilities teams to rebrand 5 global offices to integrate new brand in employees office experience, which included concept creation, wayfinding, wall graphics, common space visual updates, and conference room branding●Facilitated internal and customer facing launch events to socialize and provide brand education. These launch events consisted of inception and production of 50 page educational brand booklets, hosted panel discussions, branded promotional gifts, internal speakers, and catered events●Partnered with chief of staff to executive leadership team to lead efforts to standardize internal company events and created a playbook to increase transparency with stakeholder groups and create structure and organization for smoother event executions by creating progress dashboard to track deliverables, and weekly check-in status meetings ●Managed program to assess and restructure the marketing organization’s project intake process and workflow to create more efficiency and standardization around brief context being submitted to improve output of work being produced by the creative team which included identifying team gaps/needs, standardizing brief submission criteria, and developing and implementing project sizing and capacity regulations●Developed project management methodology foundation within Creative team to decrease friction points and execution time of projects by creating a project launch playbook, which flourished a desire to streamline across the greater marketing organization

●Accountable for managing projects impacting or originating in Vrbo Software Division●Led project to create API Support team to better assist our web developer clients, improving the customer experience to have a dedicated team to deal with more complex, technical issues with our clients’ websites and APIs●Managed project to extend Software Support hours from 60 hours to 110 hours per week to better serve our consistently growing global customer market, and acquisition of Australia software company●Devised and implemented strategy to increase adoption of Vrbo Software clients price consistency in Vrbo listing, leading to 200+ clients becoming price consistent●Collaborated with Customer Experience and other business teams to define, launch, and execute strategic and operational initiatives●Central communication point for status, risks, and leadership escalations to successfully implement Vrbo Software projects●Led status meetings with stakeholders to track tasks, milestones and timelines to report status and mitigate project risks●Ensured that proper documentation was developed (with the help of content & training team) for any rollout of major projects, including major software updates

●Developed success plan strategy to increase employee member engagement efforts through utilizing regional reps in all Expedia Group offices across the world by surveying members what was going well/needed improvements, and taking those results and leveraging regional reps to implement changes●Led quarterly sync up meetings with 20+ regional reps across Expedia Group’s global offices to report D&I group’s metrics and successes●Attended D&I global company seminars to increase knowledge on how to create a more diverse workplace by utilizing and strengthening relationships with other D&I groups to create intersectional relationships, as well as creating a more solid framework to become more organized and effective to be able to concentrate on important initiatives●Strategized and delivered over 5 different inclusion events for Seattle HQ●Collaborated with other Diversity & Inclusion groups at Expedia to create intersectionality relationships to provide a more aware and inclusive employee body●Managed and approved $20k budget requests for regional reps hosting various events to promote diversity and inclusion all across Expedia Group●Partnered with other board members to coordinate global Pride celebrations

●Managed and developed a team of 10 local and remote product support technicians. Also developed and implemented plan to launch Lodging Rates Initiative for HomeAway Software clients ●Developed metrics driven career roadmaps to measure and set individual/team goals. Reviewed with employee in weekly 1:1s to manage ongoing progress●Cultivated remote employee relationships to build trust and increase productivity by 1 on 1’s with video conferencing, and regular remote team visits.●Established and maintained connections with peer groups to foster team collaboration, knowledge sharing, and morale. Used personal insights in weekly leadership meetings to propose organization improvements like operational processes, etc.●Attended client conferences to build connections; presented software demos to clients to increase knowledge and to maximize their business potential●Created strategy/roadmap to implement Lodging Rates initiative on behalf of HomeAway Software Support teams; used data driven metrics to provide visibility and recommendations to increase client adoption to Marketing, CE Leadership, and Development.

●Led and developed a team of 15 support techs, and identified and implemented process innovations to increase team efficiency and customer satisfaction. ●Managed case volume and support tech case distribution to achieve quickest case resolution time●Developed and implemented case audit process to improve SLA response time. Process was also adopted by V12, due to the increase in Escapia CSAT scores●Coached team of 15 support techs on team case management to improve case quality and response time through weekly team meetings, team 1 on 1’s, and team emails●Responded to negative customer surveys to resolve outstanding customer escalations by researching case information, and providing coaching moments for support techs●Defined team lead roles and responsibilities to clarify the boundaries between support tech, support leads, and managers.●Represented Escapia support in weekly PLT meetings to ensure development releases had minimal impact to clients, improved software feature quality, and informed Escapia support team on new software releases.●Developed and led cross training on Escapia software with IPM, GTHY, and Billing teams through brown bags, team FAQ’s, and round-table discussions.●Implemented the use of Trello with Escapia team leads and managers to effectively organize action items and ideas to enhance team productivity

Key team support technician; identified and executed case management strategies to quickly reduce and maintain queue case volumes. Achievements:•Resolved case backlog from 611 cases to under 150 within 2 months by developing strategies such as leading weekend case bash sessions, and monitoring individual case queues to effectively lower our target goal for the backlog.•Attended multiple company conferences such as VRMA East and Rezfest. Led EscapiaNet Distribution presentations; received high marks from attendees due to engaging clients to think about innovative and effective ways create well-rounded listings

Achievements:• Led team of call center agents, calculated, and submitted monthly commissions, • Developed training material and facilitated training classes for new hires.