I am a highly collaborative and analytical professional who is used to wearing many different hats depending on what the situation requires. Most recently, my hats were a project manager with a focus on strategy & operations, turning customer insights into plans of action through solution-driven analyses of qualitative and quantitative data, as well as a business analyst, finding efficiencies, cost savings, and business value in the work we do. I see nuance while keeping the big picture in mind, striving to improve products and services offered to customers while understanding (and finding solutions to) existing constraints. As part of this work, I have extensive experience liaising with a multitude of teams on a daily basis, including product, design, engineering, data analysis, legal, operations, training, and operations, helping to connect the dots and ensure success and minimize waste. I translate and distill topics for different audiences as needed, from tech-heavy engineering to the more conversational approach favored by frontline support agents and customers. I am most familiar with SQL and Looker for compiling insights, and presenting them to senior leadership as part of regular business reviews.At my most recent role, I set the support strategy for fulfillment support, which included acting as project manager for preparing support teams for upcoming product launches, determining the best channels through which to offer support and to which customer segments, as well as aggregated customer feedback from a variety of listening channels to share back with product teams for business prioritization. As a result of this strategy, we were able to keep our support costs within our goals and maintain a 70%+ customer satisfaction rating despite significant headwinds and other challenges. We also successfully supported the launch of several high-profile products and services, including: new shipping labels services in our core markets; implementing a Free Shipping Guarantee; integrating a new "Help with Order" workflow; launching Etsy Purchase Protection; supporting sellers during COVID-19; and improvements to the custom order process.