-Integrated within a Salesforce product team participating in the full agile lifecycle including sprint planning, backlog refinement, strategy sessions and retro-Provides operational support to Salesforce engineers, Product Designer and Product Owners. Consisting of troubleshooting technology concerns with business partners, gathering user requirements, testing system functionality for new releases and participating in user research and usability sessions. -Facilitates leader education sessions to instruct end users on system functionality-Develops training content for multiple contact centers migrating to new technology user interfaces and systems-Partners with key technology, service center and business partners in multiple weekly cross functional teams to manage change and user adoption to new and existing technology -Responsible for analyzing qualitative survey data from System Usability Scale (SUS) to determine themes and help connect technology partners with user needs

-Partnered with GR Project Manager to convert from Classic to Salesforce Lightning. Supported Guest Relations training and change management efforts. Partnered with leaders to consistently review success metrics and reduce impact to guests including cases without tags impacting enterprise reporting.-Responsible for coordination of Guest Relations training efforts including Cross Functional Team in partnership , communicating updates to Sr. Leaders and Managers and developing a project plan to ensure successful training class.-Manage a team of 12-20 Guest Relations Specialists supporting guest facing contacts across multiple communication channels - phone, chat, email and social media.-Responsible for conducting interviews, performance management, quality evaluation and annual reviews. Conduct bi-weekly status with team members to set goals, review performance expectations and focus on development

-Manage a team of 8 specialists and one Assistant Lead who focus on fraud detection and prevention, chargebacks, and collection strategy -Responsible for all coaching and development of the Payment Operations team through bi-weekly 1:1s, weekly team meetings-Lead a monthly Sprint Presentation in cooperation with Finance Operations to define goals for the Payment Operations Team, Fraud Prevention strategy, Inventory Integrity and Billing to VPs, directors and managers-Manage the daily operations of all fraud prevention and detection within Trunk Club across multiple platforms-Daily Systems used include TrustEv, Salesforce, Kount, Tableau

Lead Member Experience: January 2016 - January 2017; Assistant Lead Member Experience May 2015 - January 2016:-Manage a team of 18 direct reports - Part-Time and Full-Time associates; co-manage a team of 45 associates -Hold weekly development sessions with each associate to perform quality assurance checks and provide performance feedback and coaching -Providing daily direction and communication to employees so that our member service emails and phone calls are answered in a timely, efficient and knowledgeable manner.-Evaluate processes and procedures.-Utilizes Salesforce to create dashboards ensuring all metrics are visible to team and management-Implemented Saleforce Knowledge to ensure accuracy in all processes team-wide replacing a Wiki.-Writing and administering performance reviews and performance improvement plans-Train new associates on over 25 processes over the course of 8 weeks. Perform continuing education training to ensure that team is up to date on all processes. -Takes and handles any member complaints; solves their complaints or assigns tasks to other functions-Works with business analytics team to develop a staffing model based on efficiency, projected workload and attrition-Manage daily activities, interview and hire new associates and managers, and establish a team structureMember Experience Associate December 2014-May 2015Provide support to sales team across 5 clubhouse locationsCollaborate with every team in the company so our operations run smoothly - marketing, finance, sales, data scienceManage all inbound support channels via email, phone, or chat

-Cold-call new and re-engage past merchant partners across a spectrum of categories that include food and drink, health and beauty, leisure offers & activities. -Develop familiarity with each merchant’s business, including but not limited to: -products and/or services -consumer demographics -consumer ratings -points of competitive differentiation -merchant economic model -revenue and profit drivers.-Actively learn and practice sales techniques including needs assessment, articulation of value proposition, negotiation, and closing. -Determine the optimal fit with our platform and standards to both highlight the merchant and delight the consumer. -Understand and apply concepts of deal structure and strategy that are proven models for successful achievement of merchant’s desired outcomes-Consistently meet performance metrics and contract goals closing new business 12 contracts in 11 weeks including high value restaurants, health and beauty and leisure activities

-Developed proactive outreach program with Senior Director of Customer Care. -Used Salesforce to manage client relationships. -Communicated daily with customers via phone, LiveChat, and e-mail to educate and aid in the purchasing of fine jewelry. -Managed all return & re-size customer communications. -Attended Boston Blogger event with Merchandising Team to answer questions about products and promote the brand

-Managed all fine jewelry inventory upwards of 300 pieces valued over $1 million -Coordinated day to day operations of J/Hadley including the hiring & management of interns, press appointments, all service tasks and coordinating with vendors-Posted all J/Hadley website content using Square Space platform. -Maintained all brand social media including Twitter, Facebook, blog and Pinterest.

Gave campus tours to perspective students and families. Participated in recruitment events on campus and on location. Assisted in daily office tasks, such as answering phone calls and making copies.

-Assisted clients as a personal shopper. -Built relationships with frequent clients. -Responsible for making calls and sending post cards to clients to maintain communication.

-Responsible for assisting in appointments. -Performed Administrative tasks for the department. -Developed strong relationships with clients and brand specialists, comfortable communicating with people from a variety of cultures

-Selected to assist on multiple photo shoots for high profile celebrities and editorial stories at Glamour Magazine-Maintained the organization of the accessories closet including cataloging all items, facilitating the return of items to vendors and researching products. -Assisted in collecting, pulling and returning merchandise to vendors for editorial shoots. -Managed PR samples, including logging received and returned items.