► Managed a team of 25 with 1 direct report FTE, 9 direct report contractors, and a BPO team of 3 team leaders and 16 agents, leveraging asynchronous tools to streamline communication, weekly team meetings, and monthly 1:1s. ► Expanded to 2 cities within 6 weeks and successfully launched subsequent expansion to another city within 1 week, in response to client demands for a more expansive reach and optimizing expansion time by over 83%. ► Leveraged Generative AI to rapidly templatize frequent questions, lowering First Response Time from 14 hours to 3 hours for 72% of incoming emails, and decreasing ticket backlog by 52%.► Determined key performance indicators for the team by identifying a 20% delay in processing times, implementing a new protocol, reducing processing time from 3.96 days to 1.95 days, and a 50% efficiency improvement over 3 months. ► Implemented an automated contractor onboarding system with a whitelist for active expansion zip codes and a greylist for potential candidates, saving 22 weekly labor hours.

► Launched our Customer Support Org with a BPO, starting with 2 agents, then successfully grew the department into 9 high performing agents and 2 team leads. ► Launched a mail-in service, taking service from one local market to serving the entire continental US within 2 months, attaining the first mail-in order within one week, and amounting to 20% of total monthly orders within 4 months.► Built first-ever internal knowledge database that decreased agent questions by 43%, decreased first response time from 7 hours to 3.35 hours, and increased CSAT from 2.5 to 4.1. ► Identified pattern in repeat customers based on proximity, suggested change to marketing strategy from digital to local, reducing CAC from $19 to $11, and increasing average Portland Customer LTV from $51.52 to $132.93.

► Achieved a 14% increase in revenue through strategic sponsorship advertising in 2022.► Revolutionized the grant application process, witnessing a significant uptick in applications.

► Launched a call log track system to document misclassified and unclassified service request numbers, partnered with the service design team to develop a new system, and increased the accuracy of incoming contact designation by 73%.► Coordinated pilot program for outbound calls, targeting buyers who abandoned the checkout process with a 28% conversion rate, leading to $25k+ revenue generation and changing email targeting for abandoned checkout.► Created weekly reports of most common knowledge-based articles for customer support agents, leading to a 12% overall reduction in department average handling time from 5:53 to 4:54.► Communicated effectively and promptly shared solutions on various customer inquiries, successfully maintaining a 3% escalation rate against a department average of 19%.

► Conducted A/B testing strategies that increased perceived value by an impressive 8% nationally.► Developed and implemented a quarterly account management program to complete periodic performance analysis reports, resulting in an 82% increase in client satisfaction.

► Fostered relationships with over 50 clients, elevating the average order value by an extraordinary 34%.