Developed and delivered training programs and documentation to ensure the effective execution of vendor trust and safety processes. Designed and delivered new hire and ongoing training programs, including creating training materials and manuals. Monitored and improved the effectiveness of training programs and documentation. Collaborated with cross-functional teams and vendor trust and safety leadership to align training and documentation with team goals and industry best practices.

My role as the acting customer experience knowledge expert and lead Project Manager involved developing and implementing a customer journey roadmap that led to a notable increase in NPS. I analyzed our department's workforce structure and CRM workflows, resulting in a 27% increase in CSAT/QA scores and the elimination of 1k in weekly man-hours. In addition, I played a vital role in company merger incentives, system migrations, workflow creation processes-documentation, and journey mapping.

Customer Experience Department Leadership:As the leader of the Customer Experience Department, I fostered a culture of continuous growth, development, and transparency, which resulted in a healthy work environment. I conducted cost, labor, and department health analyses and provided senior and director-level leadership with actionable plans and reporting to mitigate identified risks. I oversaw the management and QA of omnichannel CRM platforms, conducted SLA/KPI analysis, and capitalized on opportunities to enhance the customer and partner experience. I monitored, motivated, and communicated changes to 300 support associates (150 internal agents/ 150 outsourced agents), including two associate managers and 19 team supervisors.Project Management:As a skilled Project Manager, I collaborated with leadership to create project scopes for company initiatives. I deployed, delegated, advised, and tracked the progress of deliverables to ensure projects met timelines. I served as the internal and external liaison for project and initiative inquiries and concerns. I organized interdepartmental meetings, prepared agendas, and facilitated discussions to ensure action items were identified and addressed.Training & Development:I played a pivotal role in developing interdepartmental training content for company mergers, continuous agent learning, policy refreshers, and significant software transitions. I held bi-weekly 1:1 meetings with the supervisor team to discuss independent performance based on essential KPIs, and created unique plans to increase each individual's continued development and improvement. Working alongside leadership members, I identified interdepartmental performance goals and developed efficient and effective ways to identify and track key performance indicators. I engaged and assisted employees in creating and meeting the goals identified in their Independent Development Plans (IDPs).

Project Manager and Knowledge Expert:As the Project Manager and Knowledge Expert for a membership program roll-out, I was responsible for crafting customer-facing marketing materials, journey roadmaps, and drafting documentation for processes and training. I utilized my expertise to ensure the successful implementation of the program, resulting in a significant increase in membership and customer satisfaction.Process Improvement Analysis:I executed a comprehensive process improvement analysis to increase facility productivity, data tracking, and future forecasting accuracy. By implementing my recommendations, I significantly reduced costs and improved both the Net Promoter Score (NPS) and workforce management.

Recruitment, Training, and Payroll:Assisted owners with recruitment, training, and payroll duties for two facilities, ensuring that each location was staffed with top talent and operating efficiently. My attention to detail and organizational skills allowed me to manage these critical aspects of the business with ease.Menu and Marketing Analysis:Analyzed sales data to identify trends and opportunities, ultimately drafting new menu items and implementing marketing initiatives to increase customer traffic and appeal. By utilizing my analytical skills and industry knowledge, I was able to make strategic decisions that drove business growth.Customer Loyalty Program:Drafted, executed, and managed the implementation of a low-cost, high-benefit customer loyalty/reward system. This program not only incentivized repeat business, but also increased customer satisfaction and brand loyalty.