• Spearheaded the strategy, planning, and implementation of the Annual Conference of Delegates for 1800+ in-person attendees over five days with a budget of $1.3M. Orchestrated an additional 30+ events annually.• Led a team of eleven staff–three managers, two event coordinators, one specialist, and five secretaries, each specialist in a wide array of programs, events, and services. Trained new staff, adjudicated complex event and program issues, and developed autonomous high-level performers.• Maximized department efficiencies by implementing new technologies: paper to online event registration, capturing email metrics, new e-commerce site, and text message customer communication.• Took calculated risks by interpreting program data, event evaluations, and current market trends for new business development. Successfully grew event participation during the 2020 pandemic from 1800 to 3200 members.• Secured sponsor relationships with third-party companies to double annual revenues from $300k to $600k.• Aligned board of directors with association event strategy through board reports, board presentations, and committee meeting management.• Forged relationships with new event vendors to negotiate new cost-saving contracts, and keep old vendors honest on pricing, saving the business and chapters hundreds of thousands of dollars.

CSEA operated off of an in-house built Oracle system called MSIS for tracking member data and dues. Since Oracle was no longer supported, there was an urgent need to get off the legacy system and onto a new member management database. .

• Executed all annual events through agile project management methodology, including the Annual Recognition, Wellness Fair, Harvest Festival & Cardinal Walk, reaching 5,000+ attendees and increasing attendance by 21%.• Championed for employee satisfaction across a decentralized organization, and served as the voice of the customer in all program development meetings.• Increased customer touchpoints: launched a customer support live chat service--825 chats in first 4 months. Decreased phone call volume by 38%. Created new events, & updated website FAQ's with program changes.• Analyzed CRM data, employee surveys, and payroll output reports. Proposed program updates based on findings.• Supervised and managed the customer service team, and their frontline phone/email/live chat customer contact, and resolved all escalated customer issues. • Headed projects from conception to launch, on time and within budget: appointment text message reminders, improved user events calendar, and a simplified UI design for employee's login webpage.• Developed and delivered a BeWell program presentation for Stanford New Hire Orientation, resulting in a 66% new employee enrollment rate, 17% higher than the overall employee population enrollment.

• Managed undergraduate office assistants in administrative tasks and participant application processing.• Mentored 12 activities coordinators. Oversaw their program development and special event implementation. • Successfully recruit undergraduate staff for multiple summer residential programs through career fairs.