Data Lead — Analysis Excel data to catch and correct errors between systems.Problem Solver — Refine processes and add systems to mitigate driver onboarding pain points.

Customer Success Operator — Prepare and monitor watercraft, while also outfitting and assisting customers to create memorable outdoor experiences and total customer satisfaction.Trip Leader — Guide diverse groups through trainings and excursions.

Policy Maker - Following acquisition, analyzed product fit and created new policies and procedures to integrate this new product into existing workflows.-Hire and train contract Trip Leaders to produce high-value customer experiences in the destination.-Create policies and procedures for my existing CX team to service this newly acquired company.-Advise and guide the CEO before, during, and after the acquisition.-Collaborate with Digital Marketing to optimize the new brand's website.

Cross-Functional Leader — Persuasively presented up, out, and down to facilitate projects across teams and to create unity on customer experience strategy, new operating procedures, and goal progress by distilling information into stories.-Facilitated strategic planning for 4 new products, generating $2.5M in ARR.-Automated 60% of training, while maintaining 80%+ expertise, to reduce onboarding lift for leadership and save $12,000+ each year.Customer Advocate — Researched and identified creative ways the needs of customers could improve operations, mitigate brand risks, and produce beloved experiences.-Used root cause analysis to inspire new quality assurance protocols that reduced a customer pain point by 68%.-During a year of 300% company growth, improved our NPS by 3% by problem-solving with internal stakeholders and collaborating to create customer-centric products and policies. -Supervised and increased productivity by 50% via process optimizations such as email templates, training, SOPs, and workshops inspired by issue trends.

Employee Empowerment — Curated a high-performing, solutions-oriented, fully remote, and 24/7 customer success team centered on autonomy, trust, and client rapport.-Created a custom issue management system allowing the team to independently find a timely resolution for customer issues, provide data to identify the root cause, and inspire preventative measures for the future.-Coached and led a team of managers, agents, and contractors to deliver core customer support and an average of 92% customer satisfaction (CSAT).-Wrote standard operating procedures and KPIs, with high standards for quality, to create clear actions and expectations for compliance and continuity.Relationship Builder — Created loyal brand advocates by nurturing external partnerships and clients and teaching stakeholder management to team members.-Scaled the customer feedback system, incorporating personalized communication and resulting in swift and attentive complaint resolutions.-Researched customer loyalty, before successfully launching our first loyalty programs by collaborating with Marketing on e-commerce campaigns.-Revised complex customer journeys to incorporate sales strategies such as risk management, upselling, and cross-selling resulting in an average NPS of 95%.

Operations Leader - Served as liaison to travelers, hotels, and business partners to ensure excellently curated experiences across the country.-Efficiently created and planned curated vacations for more than 1,400 travelers.

Operations Lead — Organized the 2017 and 2018 Creative Nonfiction Writers’ Conference—a three-day, national, media industry conference with 200+ annual attendees and speakers at Point Park University.-Executed monthly workshops and launch parties to enhance and extend Creative Nonfiction’s local presence.

Digital Native — Transitioned seamlessly to the Marketing and New Media team to fill a temporary opening and created and posted daily, digital assets.-Drafted daily marketing assets via HootSuite for the Museum’s website, Twitter, Facebook, and LinkedIn in alignment with customer marketing goals.-Recommended social media content creation and digital advertising campaigns, based on performance analytics and brand priorities.

Relationship Manager — Liaised with board members and donors each month to become familiar with their interests and driving motivations.-Built stronger donor relationships through event experiences to secure $200,000+ in annual gifts that were a mix of renewal and new donations.-Stewarded the Board of Directors, growing their connection to the Museum by engaging them at Host Committee members for the annual Great Night Gala.Detailed Event Lead — Curated and organized a healthy schedule of donor events and experiences ranging from exclusive family events to custom exhibit openings, focused on audience alignment and engagement.-Managed the budgets, vendor contracts, and day-of problem-solving to ensure interactive experiences at each event, with a focus on client satisfaction.

Data Organizer — Department point person for Raiser's Edge CRM reporting and record keeping, which informed all fundraising actions.Event Organizer — Managed the Gala auction, including coordination with the Board of Directors Committee, creation of all marketing materials, product packaging, and a digital auction website.

Relationship Builder — Created opportunities for staff, board members, and Advisory Council members to schedule and host meaningful customer experiences at their leisure with key individual and B2B corporate stakeholders.-Hosted onsite fund- and friend-raising events, including facility tours, live music, and volunteer opportunities, all creating community engagement.

Self Starter — Built the organization’s first calendar of events and fundraising opportunities as an entry-level employee reporting to the CEO and Founder. -Developed year-round communication plans and relationships for three, successful, annual fundraising events.-Wrote and directed the customer journeys needed to meet the annual goal.-Wrote grant reports to share our successes and continue foundation engagement in our mission.-Hosted onsite fund- and friend-raising events, including facility tours, live music and information on how to engage with The Education Partnership.

-Organize officers and sisters to effectively complete philanthropic events, chapter meetings, social events, and national reports-Lead weekly chapter meetings with 60+ women-Communicate all necessary information effectively-Embody the purpose and represent the chapter as strong leader-Flex with the varying needs of the Alpha Omega women and the Greek community in which we excel

Write and proofread grant proposals and grant reportsCompose invoices, programs, and thank yous for fundraising eventsUse Raiser's Edge to update donor information, track gifts, and pull listsResearch and create donor lists and information on program possibilities such as Corporate MembershipSet up and tear down from Gala eventsPhone event attendees for RSVPs or call other non profits for information