Led the strategy, roadmap, and delivery against key product components for an education benefits platform servicing Fortune 500 clients.Increased operational efficiency of the member services team by 22% by delivering workforce management software for hundreds of staff members through data and systems integration with existing processes and protocols.Improved specialist operations, reduced service costs, and drove impact on business outcomes related to user conversion by developing, implementing, and A/B testing an outreach algorithm (platform and data models).Conducted user research and designed necessary inputs to deliver an experience for users to engage with a chatbot and receive timely, relevant, and accurate information.

Improved launch readiness delivery timeline by 40% by developing a template and refining processes for activities related launching new clients onto the platform and enabling internal requirements to ensure seamless support for users.Ensured delivery of strategic workforce management activities and project management processes by managing a team of individuals.Curated Salesforce and tooling solutions to ensure operational teams had the information and systems needed to support users.Collaborated with VPs, directors and senior leadership team to drive process improvements for the department.

Scoped and delivered all tooling and operational dependencies for member services teams as it relates to new partner launches and product releases.Delivered a strategy and algorithm for surfacing members for proactive outreach by working directly with decision and data science, engineering, and senior leadership.

Developed systems solutions for support team operations by working collaboratively with data scientists, engineers, analysts and managers.Reduced the cost to serve users by managing lead assignment automation, optimized outreach prioritization and improved Salesforce UI for a team of 150+ agents.Improved agent adherence and service quality by compiling and delivering documentation and training resources to operational teams.

Engaged with 60+ new users per day to support them through program selection, application and enrollment in educational programs by leveraging Salesforce to facilitate outreach and manage relationships.Collaborated with Salesforce, Analytics and Operational teams to inform systems and process improvements.

Coordinated work for $4.2 million hotel lobby and restaurant renovation; including oversight of job site staff, contracts, budget, purchasing, submittals, RFI's and delivery schedules.Managed relationships with subcontractors, hotel management, architect/designer and staff to facilitate changes to scope, deliver on project requirements and strategize solutions for challenges throughout the project.

Input data into QuickBooks, ran expense reports, sent customer invoices, updated company logs for job costing and accounts receivables using Microsoft Office/Excel Administrative projects including: updating company website content, writing online job postings, interviewing candidates, and ordering materials

Researched and developed a Community Health Report Card, collected data and interpreted findings on health indicators throughout North Dakota and MinnesotaServed on foundation committees, created an online web form, and interviewed current grantees to discuss sustainability, budget and strategic planning.