Manager 3 (Sept 2023 - current)Manager 2 (Mar 2021 - Sept 2023)As an Escalations Operations Manager, I consistently drive innovation and process improvements to enhance team performance, streamline workflows, and elevate the overall product and escalation quality. Leading a global team of expert technical escalation specialists, I resolve complex member and customer technical issues while driving enablement initiatives with Tier 1 support teams. I also partner closely with Tier 3 support, Product Operations Managers (POM), and Engineers/PMs to resolve product issues effectively and prioritize product enhancements.Key Achievements:Leveraged data analytics to identify trends and root causes of recurring issues, leading to targeted solutions resulting in a 11% QoQ reduction in resolution time.Implemented shift left strategies to proactively identify and address potential issue, resulting in a 25% QoQ decrease in escalated cases.Designed and launched advanced training and collaborative programs for Tier 1 and Tier 2 support teams, which resulted in a 28% QoQ improvement in escalation accuracy and a 49% YoY reduction in issue resolution time for 2 Lines of Business.Fostered a collaborative environment with Tier 3 support and product teams, facilitating quicker resolution of production issues and enhancing product quality resulting.Conducted comprehensive workflow analyses and implemented process improvements, boosting team productivity by 25% and reducing average handling time.Spearheaded a product enhancement and new tool development for data transfers that reduced process time by 96% Standardized support processes across global sites, ensuring a consistent and seamless support experience for all members and customers.

Global Chief of Staff - Women@LinkedIn With my reputation for getting sh*t done, I was offered the role as Global Chief of Staff for our Women@ ERG. Within this role, I utilize my project management skills where I am the eyes and ears of the ERG, staying objective, delegating tasks, and raising gaps/concerns. I oversee team operations, staff tracking/management, meeting logistics, and logistical coordination of the entire Global Leadership Team. I work closely with Regional Leads to track leadership transitions and report internal operational updates to our Global Co-Chairs. Lastly, I lean in on global projects, programs, and/or events as needed.

Communication Lead: Nov. 2019 - June 2021Office Lead: Jan. 2016 - Nov. 2019

As a Strategic Support Consultant, I provide an outstanding client experience and consultations for our largest Professional Services firms. As a Senior, I mentor peers with their career development planning while simultaneously driving key initiative and new processes from discovery to implementation. As a culture champion, I help lead Women@LinkedIn where I take part of various tasks to educate the enterprise around bias and allyship while celebrating the social, economic, cultural and political achievements of women.• Communicates effectively in person, virtually, email, phone and instant messaging.• Develop relationships with key stakeholders and maintain regular communication to understand long and short-term goals. • Foster strong professional relationships with clients and key stakeholders globally.• Design, develop & deliver training and development programs globally to maximize knowledge and performance. • Create data driven insights using project data to track and measure team deliverables and continually derive value.• Coach both high-performing and low-performing employees to delivering a consistent customer experience globally.• Build new processes that expand overall team capabilities through operational excellence. • Effectively present insights and influence outcomes with key stakeholders.• Capture member sentiment and share member feedback with stakeholders across Product and Engineering.• Collaborate with global cross functional teams on product and process training and strategic priorities. • Manage internal and external escalations from customers, business partners, and within direct team.• Leverage change management best practices to ensure the successful adoption of strategic initiatives and support peers where required.

Strategic Support Associate (May 2015-Dec. 2015)· Provide dedicated support to Global Talent Solutions clients in the Search & Staffing and CEG segments.· Collaborate with cross-functional partners to provide the best member experience.· Exceed specific daily targets on client satisfaction by responding to clients in an effective and efficient manner.· Clearly identify and understand clients' unique needs to provide consultation of products/features, answering all product inquiries and questions.· Conduct admin training and engagement calls in all levels of a client’s organization· Establish effective working relationships with Managers, cross-team members and co-workers to minimize client frustration on feedback, process, policy, and product changes that will affect users.

Maintain an exceptional understanding of LinkedIn Marketing Solutions product and the online advertising industry. Give highest level of customer support to clients of all levels (from small B2B to large enterprise and agencies) that wish to self-service advertising on LinkedIn using our auction based ads platform. Provide technical support solutions to help launch campaigns and account set up. Work closely to strategize optimization needs of individual clients. Provide a single point of contact for suggestions and feedback to clients with goals of making their campaigns successful. Establish effective working relationships with cross-functional partners to insure solid communication flow of information and feedback on process, policy and product changes as well as continued improvements for our site.

Managed a team of Account Managers where we developed business acumen, accountability and performance. Directed and coordinated the recruiting and hiring of physical and occupational therapists within the Midwest and Mid-Atlantic regions.Created an environment that recognized employee achievements, fostered collaboration, identified employees’ strengths, and motivated the team to do their best.Strong business acumen to negotiate client pay rates, eliminate inefficiencies and assess conditions to capture growth opportunities.Evaluated employee performance and provided feedback and coaching as needed.Directed team on placement goals, new business objectives, compliance, and other relevant information. Communicated with clients and employees on a regular basis to ensure and satisfaction and gain their trust to provide useful feedback.Maintained personal sales of over $1M annually, while leading and mentoring the team.

People managed all staff members; leasing professionals, maintenance technicians, grounds crew and housekeepers. Assigned leasing professionals individual achievement goals to ensure maximum occupancy of rental units at all time and high renewal rate.Conducted job interviews and trained new leasing professionals.Maintained quality service by enforcing quality service standards, recognizing and resolving resident problems, and recommending system improvements.Established and maintained effective relationships with lessees to oversee their welfare and help resolve property issues.Exceeded monthly and annual target goals with a closing percentage of 70% and maintained an occupancy rate of 96% or higher.Prepared and analyzed weekly vacancy, traffic and cable reports.Maintained clear and transparent communication with staff on operations, efficiencies and goals.Determined property maintenance requirements, reviewed contractor bids and negotiated maintenance contracts.Responsible marketing and advertising across various social channels to attract potential tenants.