In this role, I'm marrying my skills in customer support with my ravenous thirst for operational efficiency. I build upon and enhance Air's customer support tools, processes, and documentation. I do this by leveraging AI integrated platforms such as Intercom, Notion + Slack and cross-departmental partnerships in data, product, and engineering to better serve our users.

My latest role at Air joins my love for customers with my love for marketing. I get to play with basic SQL queries, build out Intercom chat bots, engage with Air's community, and partner with internal teams to deliver on customer delight.

On the foundation of creating Real’s voice, I got to build a team and help scale Real’s onboarding and ongoing client support. I designed and executed on a comprehensive 90 day onboarding strategy for licensed real estate agents and brokers. I partnered with Real's C-Suite team to deliver on new features, partnerships, and improvements to the agent experience. I also worked closely with real estate team leaders to ensure their successful onboarding at Real.

YTD Happiness rating of 96% on Intercom platform. Closing 175-200 unique external vendor, internal department, and client issues per week. Partnering with the marketing department to improve retention by managing onboarding messaging and training for 8 - 12 new clients weekly.

The phone rings or my email pings and there is usually someone who needs my help navigating the provider interface of Zocdoc on the other end. On any given day, I am:-Giving remote support for usernames and passwords.-Guiding practices on how to show or remove availability from their public facing calendars.-Advising on what features may be useful to add to their account.-Aligning and re-aligning the end user with Zocdoc.-Teaching the client about a nuanced feature on Zocdoc like the search results.-Writing to Account Managers on behalf of their assigned client accounts.-Teaching fellow Zocdoc'rs about nuanced features on Zocdoc like search results.-Editing Confluence pages with an up-to-date process for my team.This is, itself a working list. If I did something for you that you don't see here, feel free to endorse me or write me a recommendation on LinkedIn.

Designed and implemented best practices plan for call center of the busiest retail store on the planet. Participated in two think tank roundtables led by leader of high volume retail store. Selected to join mentor team to assist in core training for new employees and further develop, validate and provide feedback to 350+ existing staff members. Organized team of 6 to present to a 350 person staff on how to better welcome customers. Recognized by direct manager as “significant contributor” to sales and operations of high volume retail store. Created and circulated team newsletter discussing further training and development opportunities during my mentor tenure.

Lead a staff of 6 peer mentors and 1 assistant for two-week college success program. Worked with SFSU Department of Recreation to organize custom ropes course for 52 students.

Able to process 55+ customers in half hour time slots. Serves 10 customers per week in connecting to in-store wireless services.

Reported directly to Fund Development Manager. Implemented efficient office operating system using mail merge to increase staff productivity. Trained other temporary employees in office functions. Worked closely with Account Manager to handle donations to non-profit organization. First response for patients and parents of patients seeking counsel from out-of-office nurse on staff.

To shorten the learning curve for new hostesses, I worked with Business Manager to design a database of names, associated guests, and phone numbers for the a la carte restaurant's regular visitors.

Freelance work for founder of company creating and editing text for contracted websites including www.theartisanslair.com and www.khatitiwrapdolls.com

Wrote and directed After School Program's end of the year show. Taught improv to grades 6-8. Taught literacy to Grades 1-5.

Handled cash for organization's annual holiday sales.