Leading a team that is helping people hear better.

Leading a group of 200+ in providing great customer service to pups and their humans!

As employee #1 of this direct to consumer hearing aid company, I instituted systems and processes that grew Lively from an idea to an industry changing phenomenon with a reputation of excellence. Building Lively has required me to bring an entirely new generation into telemedicine, which has implications for many other industries. While paving a path is difficult, my team and I are always encouraged by the amazing outcomes our clients experience on a daily basis; better hearing is at hand and we feel so lucky to be part of that. Last, I keep the office well stocked with Oreos.• Identified and implemented all systems and processes for initial launch and ongoing operations, including Salesforce implementation with database integration, fulfillment, and customer experience processes that resulted in: o Operational readiness 30 days from hire• Created a support process that seamlessly introduced telemedicine to a new demographic while providing care that exceeds that of an in-person model. This support led to: o 90% customer Satisfaction• Hired, trained, and mentored a customer experience team that handles a volume equivalent to 30 audiology offices. o 93% less staff than used in a traditional audiology practice o 90% retention rate• Developed a community moderation strategy for social media, where 75% of sales are attributed, that humanized Lively and engaged both our current and potential clients: o 2000 monthly personalized engagements• Built an efficient fulfillment model from the ground up utilizing both local and international resources. o 58% more efficient than a traditional model o 100% inventory accountability

After successfully running the Operations Department at this growing startup, I expanded my responsibilities to lead the Customer Experience Department as well. In this role I am responsible for the experience of both the customers and the suppliers. I empower a team of 25, enabling them to feel connected to the home office despite their remote locations while ensuring 300+ stores are excited to work with us. Last, I am always making sure the office is stocked with Oreos. • Instituted scalable procedures to manage 300+ retail partners, and their 1000+ employees, that provide home delivery of alcohol to 90% of the US population. These policies and procedures led to: o 70% reduction in late orders o 20% decrease in customer complaints o Processing more than 1 Million orders at a value of nearly $100 Million o 61% decrease in fraudulent orders• Applied strategic and tactical process improvement techniques to the Customer Experience team to reduce costs, increase efficiency, and make the team scalable. Led this business change effort while also focusing on quality of life improvements to keep a remote team happy and engaged. o 15% Reduction in fixed cost o 320 monthly hours of tasks automated (12% of total)• Streamlined the inventory integration process completing integrations for 30 different point of sale systems. These integrations allowed for inventory accuracy on our website and mobile app. o 30% increase in product availability o 60% decrease in inventory errors• Created and implemented business policies that increased operational efficiencies and reduced costs significantly. o 55% reduction in overdue payments and 75% reduction in manual invoice processing time o 100K per year in cost reduction

• Led coordination efforts between the U.S. Government, the Australian Government, and a major defense contractor to ensure the on time delivery of aircraft to the Royal Australian Navy for the first time in more than 20 years.• Coordinated and commanded numerous flights which directly resulted in more than 80 aircraft being delivered on time to the front line war fighters, thus increasing national security.• Generated $6.5 million in savings by eliminating a redundant system and reengineering a government aircraft acceptance process. The new process is continuing to generate savings. • Led multiple process improvement projects resulting in a 7% increase of on time delivery rates and an increase in Lean Six Sigma Black Belts certified which met a key performance indicator.• Identified and procured more than $150 thousand of funding to maintain flight qualifications in challenging fiscal times resulting in continued flight operations and aircraft production.• Improved and enforced operating procedures for a $4.5 billion helicopter procurement program that have eliminated harm to people and damage to equipment during the past 3 years.

• Apprenticeship to increase business acumen prior to exiting the military• Sourced experiential content that shaped Project Expedition’s digital marketing strategy by selling suppliers on the value of providing it without being able to show them examples of potential ROI. This content led to an increase in both website traffic and bookings. • Led the effort to standardize the process of adding suppliers which resulted in a 33% reduction of on-boarding times and 41% increase in suppliers during the first three weeks on the job. • Acted as the face of the business while educating new suppliers about the most effective ways to use the content management system to drive sales, which in turn drives revenue for Project Expedition.

• Led 28 members of the division through all phases of training and deployment preparations.• Developed innovative planning and tracking tools that maintained key performance indicators in the top 5% of all divisions in the group and resulted in more than 1000 flight hours in support of counter piracy operations.• Professional mentor for 10 high performers who all went on to become leaders in the organization.

• Led 25 maintenance personnel through all training, medical screenings, and qualifications prior to a deployment which unexpectedly began six months ahead of schedule. The completed training and qualifications directly resulted in 95% of planned flights launching.• Corrected numerous human resources issues resulting in 3 promotions and $5 thousand in back pay issued while more than 7000 miles from home.

Excelled in an intensive flight training environment that focused on operational risk management, crew resource management, and team leadership.