- Cut cost by 54% despite 213% increase in orders via inquiry reduction (product/service feedback loops, self-serve development) & team efficiency (optimized agent profiles, processes & tools). - Met aggressive goals during a time of rapid growth, including a 2hr avg. FRT & 90% avg. CSAT. - One of the stakeholders responsible for the successful transition of key platforms/partners (WMS, couriers) by identifying & surfacing issues, tracking progress, & communicating updates. - Designed & managed workflows for claims, disputes, fulfillment troubleshooting, online reviews & more.

- Structured & facilitated four daily cross-functional meetings focused on People, Product, Process & Profit.- Reinforced performance culture via manager feedback loops triggered by KPI performance thresholds.- Developed change management SOPs to bridge cross-functional communication gaps.

- Key role in growing customer acquisition from 10 to >600/mo, enabling Clutter to raise $300M in capital.- Designed, facilitated Sales & CS onboarding & ongoing training programs.- Developed & maintained all Sales & CS workflows, scripting, tools & resources.

- Provided online marketing & site optimization services to personal clientele as a contractor.- Maintained 14 small to medium sized business clients, acquiring the majority via referrals.

- Developed the online marketing strategy for hundreds of listings. - Hired & managed the sales team & developed all agent workflows & resources.

- Developed online marketing strategy, managed vendor relationships, prospected via cold calls- Cold called, sold & onboarded two largest clients (Toyota North America & Dominion Enterprises)