I am a product expert for a large US nonprofit, dedicated to utilizing the Qualtrics CX Studio and CX Analyze business intelligence products. Working exclusively with the Voice of the Customer (Customer Experience) team, I regularly produce intelligence reports on customer feedback across multiple listening posts including survey, social media, chat, and voice.I specialize in summarizing complex datasets into easy-to-understand bottom-line analyses. Reporting topics have included customer satisfaction, pandemic-era disruptions, relationship survey (NPS) feedback, PR crises, and social issues.As a longtime product expert in the Clarabridge (now Qualtrics) suite, I am the organization's go-to resource for optimizing, maintaining, improving, and expanding the language models that form the backbone of CX reporting - in record time.

Developed custom reports for the license plate image review team and end clients in order to track KPI performance such as image capture rate and human vs. algorithmic review accuracy rate. Created SQL templates and ready-made methods for future developers to build upon.

- As part of a 3-person Technology team, built out and maintained a sprawling custom web app and portal that enabled customer management, business intelligence reporting, inventory management, event scheduling, delivery routing, stop reporting, and much more.- Extensively built out and automated business intelligence reporting capabilities, vastly improving visibility into a vertically integrated, multi-revenue stream business.- Directly supported CEO on high priority projects, including enabling consumer-level insights such as % returning customers and customer usage over time. - Successfully launched NPS survey program.- Functioned as systems administrator.- Implemented password management solution company-wide.

Enabled large companies to improve customer experience through the use of the Clarabridge product suite. Built dashboards to analyze customer and employee feedback across a variety of sources, delivering actionable insights and "aha moments" for customer-centric organizations. • Worked with Fortune 500 companies, financial institutions, insurance companies, retail chains, and other organizations to identify opportunities to improve customer satisfaction • Built executive-ready "narrative" dashboards to organize and elucidate customer feedback• Delivered monthly and ad hoc insights to identify emerging customer concerns • Designed operational dashboards to monitor customer issues and enable teams to respond to concerns across the organization • Built and optimize client-specific models to unlock insights across social media, survey, voice-to text, and other sources

Oversee customer experience and logistics for an arbitrage enterprise with over $1MM in revenue.• Ensure operational success by monitoring fulfillment of all orders, 7 days a week• Identify, respond to, and resolve all customer concerns• Interface between buyers and sellers to ensure a smooth shipping and returns experience for all parties• Maintain a high seller rating and positive metrics by providing a quality customer experience• Pre-approve sales and identify potential problems before they arise• Identify areas where systems can be improved or automated to increase efficiency

Analyzed internal and customer feedback for a large telecom using Clarabridge and Crimson Hexagon platforms.• Built custom Clarabridge models and Crimson Hexagon monitors to fit a variety of use cases, including social listening and monitoring employee feedback• Supported marketing initiatives by creating models to capture pre- and post-launch buzz of new products and features• Prepared ad-hoc and recurring reports to asses customer sentiment and competitive landscape

• Managed crucial metadata (e.g. title, synopsis, author bio, photo, etc.) for all titles (60+ per season)• Wrote “Amazon copy” for all original women’s interest titles and travel guidebooks (10-15 per season)• Organized weekly social media strategy meetings between marketing and publicity departments• Devised, developed, and directed brand strategy for Seal Press Snapchat account; created all content • Posted high-quality content daily. In 6th months, attracted over 1000 followers, posted more than 70 stories, averaged 100+ daily views, and averaged 80% viewer retention• Copyedited materials including website articles, press releases, author bios, and internal documents• Coordinated marketing assets between dozens of authors and four departments• Performed other creative work as opportunities arose

• Assisted with experimental and conventional digital marketing techniques on behalf of the Perseus Books Group, its partners, clients, and owned publishers (including Running Press, Weinstein Books, PublicAffairs, Basic Books, and others).• Designed more than 100 search profiles using the Crimson Hexagon ForSight social listening platform to capture conversation about given subjects, persons, books, or niches on the social web. • Analyzed results to reveal the interests, influencers, demographics, discussion topics, opinions, trends, and most popular websites among those online communities.• Helped develop, test, revise, and implement proprietary browser-based WYSIWYG website- and newsletter-builder tools. • Built several public-facing websites using proprietary website builder, including an ad-hoc website for Book Expo America 2014.• Trained colleagues and clients on the use of these tools and provided ongoing support. • Tested and assisted with rollout of rebuilt company website and the websites of several owned publishers including Weinstein Books, Basic Books, PublicAffairs, and others.

• Assisted customers with finding, ordering, and purchasing books. • Made and sold Starbucks-branded drinks and products in the cafe. • Stocked and shelved books and merchandise.

• Coordinated use of the marina's 400+ docking slips. • Arranged reservations for transient boats for nightly stays and extended periods of time. • Assisted customers with the docking of vessels and various requests.

• Managed the production of an annual, 60-page full color literary and arts magazine at William & Mary. • Established social media presence and digitized magazine. • Coordinated the efforts of six officers, including the Design, Literature, and Art Editors. • Created the positions of Website, Advertising, and Social Media chairs. • Responsible for final selection of content and design elements. • Represented Winged Nation on the Publications Council (responsible for allocating funds toward the creation and upkeep of most student publications on campus)• Planned and facilitated weekly meetings. • Planned, organized, and oversaw "editorial" and "production" semesters.

• Facilitated community-building and self-governance among both freshmen and upper class halls of up to 50 residents. • Planned and coordinated active and passive programming specifically designed to meet residents' needs. • Programmed nearly once a week for two school years.