- Lead a team responsible for supporting the daily operations of the Customer Experience department consisting of three pillars: Resident Communication, Operations Specialists, and Systems Support- Guided initiative with the Senior Marketing Manager to analyze the performance of Onboard's Resident Communications and identify areas of improvement in an effort to increase voluntary mid-lease enrollments- Defined the Operations Specialist role by limiting it to tasks aligned the department's goals and transitioned tasks better suited for other roles in the organization to their respective teams- Headed up the "Systems Support" pillar by supporting the technology used by the Customer Experience department including Zendesk, Amazon AWS Connect, and the proprietary Admin platform, Also acted as liaison between the Client Experience department and engineering through Jira ticketing and working closely with Product Team to escalate as-needed- Led a cross-team initiative to design and implement Zendesk for multiple teams within Customer Experience department- Took the responsibility of setting up integrations with Property Management Software through the use of API calls via Swagger from Engineering into the Operations Department- Started an initiative to actively audit resident data in proprietary Admin platform against API data to ensure accuracy. Utilize SQL to query databases when further troubleshooting is needed or to pull datasets when-needed- Commonly tasked with creating reports combining data from multiple sources utilizing various Excel formulas and data manipulation- Improved process of tracking the manual imports of rent roll files for non-integrated properties

- Lead a team of three Technical Account Managers (TAMs) and three Technical Support Engineers (TSEs). We are responsible for onboarding new clients and managing and growing existing client relationships by providing consultation on best practices, implementing solutions that align with clients' localization needs, and providing advanced technical support. - Vetted and consulted on technology partners for Drupal multilingual readiness audits. These audits are a critical part of onboarding a new Drupal site because they identify potential blocker issues that might prevent a successful multilingual implementation. My knowledge of Drupal and the Lingotek connector allowed me to review and recommend partners who can perform these audits.- Led initiative to reprioritize TSEs to front line support, increasing their ownership of the Zendesk queue to over 75% of solved tickets thereby enabling Technical Account Managers shift focus from performing tasks such as reproducing bugs and writing tickets to more proactive measures like client onboarding and consultation.- Developed and implemented new hire onboarding processes for TAMs and TSEs, reducing onboarding time from six months to less than three.- Led a project to develop and implement an improved client onboarding process which includes a project management software solution (ClickUp). This solution will enable TAMs to build out timelines based on key milestones and provide real-time updates on progress. Having this solution in place will provide clarity about the onboarding project and speed up onboarding timelines. This will also assist in training new hires improving new employee onboarding and will enable global scalability of the TAM role throughout the organization.

- Lead onboarding and the continued maintenance of clients for Lingotek’s East and EMEA Regions which include SME and Global 2000 businesses.- Consult on and implement solutions in Lingotek's Translation Management System SaaS platform to meet client's localization requirements.- Guide clients through the installation, configuration and testing of Lingotek's integrations into multiple platforms, including Drupal 7/8/9, Wordpress, Adobe Experience Manager, Eloqua, Marketo, Contentful, Zendesk, and Confluence.- Provide consultation on multilingual best practices and recommendations for clients building new Drupal sites.- Act as an escalation point for the Technical Support Engineers for client tickets requiring additional support.

- Coordinate efforts between end-clients, programming and data processing services, operations department, and phone center to conduct research studies.- Provide daily updates to clients about the progress of their studies.- Work with clients to identify solutions when studies face limitations such as limited sample sizes (phone numbers or emails) that prevent us from meeting desired quotas or getting additional sample when available.- Schedule phone center resources for upcoming phone studies with operations department. - Create bids for potential new studies and invoice for recently completed work.

- Create cross tabulation reports using Uncle tabulation software based on client requirements.- Create custom data values, create new databases and perform quality checks to verify survey logic through the use of SQL.- Train and mentor a data processing team in Cebu, Philippines.

- Lead B2C call center operations with a team of other Assistant Managers to conduct phone interviews.- Assigned and consulted with phone center project supervisors and quality monitoring supervisors to complete projects on time and within the methodological parameters of the study.

- Conducted B2B and B2C phone center surveys.- Continuously achieved high quality scores and was regularly recruited to participate in client monitoring calls where clients would listen to phone center agents conduct their surveys.- Regularly hit production rate goals.