-Follain Virtual Event Program Manager: Created, coordinated and planned 20 Zoom Masterclasses reaching 31% new customers with 20% sales conversion and 40% repeat customer conversion.-Created bi-weekly company happy hour with 15 planned activities and events to foster positive culture and inclusion with a remote team.-Collaborated with store directors & leadership to develop operation and procedures manuals and best practices for best in-store customer experience with COVID restrictions and ensuring the safety of employees and customers.-Improved customer journey for ecomm and stores by developing and refining operation and template manuals; for ecomm, built reporting on SLA, ticket tags, and ticket to order ratios, resulting in an average ticket time decrease of 20%, along with bi-weekly presentation of data trends to senior leadership.-Improved digital customer experience and reduced incoming tickets by 30% by transitioning to a new customer service tool and communicating feedback to the tech & merchandising team to implement new checkout flow.-Developed operations and communication manual for retail staff (POS) and customer service (backend e-commerce) team for new ecom/POS platform, ensuring a smooth and seamless implementation of new processes and procedures

-Oversaw and achieved monthly sales goals through effective staffing, product and operations training, and event planning-Engaged in the community by representing the store in neighborhood business groups, resulting in 20% growth of new customer traffic-Managed the hiring of new staff members, including five store directors and oversaw training on store operations, software tools and product knowledge

-Conducted interviews with prospective families for Cultural Care’s Au Pair program-Ensured au pairs and families followed State Department Regulations with monthly check ins-Mediated miscommunication and conflict between au pairs and families resulting in 90% retention

Forward Financing is a fin-tech company providing small to medium-sized business with working capital.-Analyzed risk of business profile and cash flow keeping quarterly default rates below 20%-Assisted in developing application closing process with the integration of new technologies-Trained and managed a team of 3 closing analysts-Marketing committee lead: created company marketing strategy growing online and social media presence