Responsible for enabling the Fintech Enablement team to support customers using our Fintech products. Currently planning for strategic global expansion and program oversight.

Led and grew a Customer Service team in a fast paced, customer focused, start up. Focused on supporting my team who diligently supported small business customers by helping them handle payroll, HRIS, Timetracking, and Benefits needs. Our Customer Service team is focused on creating an exceptional experience for both our customers and our internal teams. Cultivating a team of creative, energetic, problem-solvers. Currently building scaleable practices to help use data to drive product and organizational change.Key Accomplishments: - Leading a team of 15, coaching, mentoring, and empowering to share their areas of expertise to not only provide exceptional customer service, but also drive product change and become true advocates for our customers. - Established Zendesk and funneled all customer communication through the CRM, allowing for better data and creating measurable outcomes when changing processes. Owned presenting these metrics to CEO and responsible for providing methods to improving metrics across the board. - Creating and iterating on processes designed to create a consistent customer experience - Implemented a risk management strategy for all payroll clients.- Managed new feature rollouts, including owning end to end launch of Time Tracking launch for clients - Responsible for product roadmap for payroll and time-tracking on both desktop and mobile app platforms.

Effectively utilized Situational Leadership, Coaching, and Relational Management styles to empower 30 individuals. Focused on building foundational skills, payroll and product knowledge, and utilizing Strengths to leverage unique talents, as well as utilizing value alignment in order to assist team members to hit monthly goals for CSAT, email productivity, and phone utilization, consistently. Help advocates on a day to day basis with their payroll and product questions, often juggling multiple questions and complex cases while still maintaining project deadlines. Additionally, I handled escalations on the care team, social channels and executive leadership. Achieved 100% approval rating from my direct reports on anonymous employee survey results. Various comments referring to my leadership style that lends itself to a people first mindset while simultaneously achieving high business goals. Acted as a subject matter expert in payroll for various cross functional teams. Utilizing my extensive knowledge of payroll and the product to give input and recommendations for product improvements and feature updates as well as discuss possible repercussions based on the changes.Collaborated cross-functionally to launch a new flow for customers to contact Gusto (a digital IVR). Worked with engineers, product designers, and employee education to create a system to route customers to the right person via the most efficient channel. Continues to iterate and improve using both quantitative data and qualitative feedback. Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools.

I joined Gusto with the intent to help make small business owner's lives easier. I quickly became an expert in payroll and HR, expertly helping customers utilize the Gusto system in the manner best suited for their business. Consistently de-escalated frustrated customers through active listening, proactive communication, empathy, and energetic problem solving. Exceeded all metric targets including CSAT, email productivity, and phone utilization, provided exceptional customer service, gained knowledge quickly, acted as a mentor and trained other advocates on payroll and customer service topics.

• Proficiently restrain animals for a variety of procedures including: doctor examinations, nail trims, blood draws, ear cleanings, medical injections, and subcutaneous fluids administration• Successfully shoot digital radiographs on felines and canines• Work with the team of doctors, technicians, and receptionists to provide quality and efficient care to patients• Computer Skills include: Microsoft Word, Microsoft Powerpoint, Microsoft Excel, and Avimark • Maintain a clean work environment throughout the day by mopping, disinfecting, and dusting whenever necessary. Attention to detail is vital in maintaining a sanitary work environment

• Led an officer team of 11 to run a Club of over 200 members. Encouraged and supported officer team to develop their professional and interpersonal skills.• Implemented new online organization system allowing for more efficient officer meetings and better communication with members. • Spoke to groups of incoming freshmen and their parents about pre-vet curriculum, Pre-Vet Club, and general CSU life. • Executed Pre-Vet Day, an annual hands-on event for 200 participants, involving coordinating 50 volunteers, communicating with various faculty, and maintaining a high level of organization

• Administered informed consent and debrief for each participant running through the study • Monitored participant’s brain waves using an EEG• Ran participants through a computer based study• Attended weekly lab meetings to discuss current studies being administered as well as research in the field

• Proficiently restrained animals for a variety of procedures including: doctor examinations, nail trims, blood draws, spays, neuters, ear cleanings, medical injections, and subcutaneous fluids administration• Successfully obtained histories from clients for routine, sick, and emergency appointments• Communicated information to clients both on the phone and in person regarding medication information, doctor’s recommendations, observation of their pet, and vaccine reactions to watch for, all in a clear manner that was friendly and informational • Monitored patients after sedation, checking temperatures, pulse, and respiration rates, administering medication as necessary, as well as monitoring pain levels • Worked well with the team of doctors and technicians to provide quality and efficient care to patients• Effectively kept the hospital clean and organized by restocking supplies, cleaning and disinfecting after procedures and sick patients, and vacuuming at the end of the work day. Attention to detail was vital to keeping the hospital a safe and sanitary place to work• Ran Idexx 4DX snap tests, Idexx CPL snap tests, set up fecal flotations, and spun down blood samples with a centrifuge. • Autoclaved surgical instruments• Wrapped surgical packs and surgical gowns • Computer Skills include: Microsoft Word, Microsoft Powerpoint, Microsoft Excel, and Infinity

• Administered informed consent and debrief for participants running through study• Guided up to 7 participants at a time through computer study, trouble-shooting computer issues as necessary• Organized and scheduled about 50 participants from a management class, this involved email correspondence between myself and the participants• Scheduled slots for each week for the research pool• Attended biweekly meetings to discuss the study as well as other projects Ms. Onder was working on.