Lili M. Email & Phone Number

Austin, TX, US

• Directed the creation and implementation of a sales and operational function at the company
• Devised a bootstrapped CRM system in Asana and developed relationship management SOPs for an early-stage startup in order to track top-of-funnel sales development and strategic partnerships in preparation for fundraising

• Scoped upgrades, roadmap features, and usability updates by translating requests from internal and external stakeholders into items that supported broader strategic enterprise goals
• Promote B2B business growth by cultivating strategic relationships with channel partners in order to identify emergent enterprise product needs
• Triaged critical technical debt items, performing in depth research in order to balance immediate resolution with sustainable, long-term system improvements
• Generate PRDs and user stories for B2B customer-facing builds, serving as the subject matter expert for all enterprise-facing operations and use cases, including rent reporting to credit reporting agencies
• Trained in eOscar dispute management and in credit bureau data submissions

• Discovered critical failures in revenue operations (such as invoicing and fulfillment) and collaborated with engineering to ship data architecture updates that allowed us to calculate and monitor customer metrics and.
• Built and trained customer success team on core SOPs and guided their execution on these SOPs, which allowed the department to scale and drive a 40% increase in annual recurring revenue
• Identified key customer metrics and built custom reporting for key accounts

• Restructured core company processes to optimize for stakeholder satisfaction and efficacy and increased tenant retention by 30%
• Authored the employee manual, which included resources that contextualizedindustry practices (leasing life cycle), as well as company processes, training tools, and standard operating procedures
• Designed and implemented a company-wide Pandemic Preparedness Response that centered on and was adaptable to a wide range of emergent tenant needs
• Prioritized and managed workflow for 1000+ projects and work orders across 200+ units

Philadelphia, Pennsylvania, United States

• Interviewed and hired team members, oversaw training, and provided hospitality coaching and performance feedback
• Developed service protocols that were adaptable to emergent, individual customer needs and crafted nuanced guidelines for difficult-to-handle service scenarios
• Assessed and monitored store conditions that impact customer experience, such as workflow and service, adjusting to meet emergent needs while identifying opportunities to delight customers
• Bonus: made a mean cup of coffee

Philadelphia, Pennsylvania, United States