Executive Assistant to the CEO/Social Media Marketing StrategistOrganize and manage short and long-term C-level processes and administrative functions requiring precise management of projects across multiple internal and external divisions. Oversaw N2n recruiting procedures, operational audits, the new-hire booklet, and social media policy/strategy development. Key Achievements:• Selected to develop Qualfon’s social media policy and marketing strategy. • Created internal marketing materials for new-hire brochures, recruiting processes, and quality assurance.• Expanded and enhanced knowledge of the BPO company’s mission statement and core values by producing and launching a podcast titled, “Mission Qualfon” (https://www.qualfon.com/who-we-are/podcast/). o Recruited Qualfon executives and employees across the global organization to discuss their ability to drive the Qualfon mission through mentorship, learning and development, community engagement, and communication. o The podcast has improved mentoring and management approaches to employee motivation and investment as well as grown Qualfon’s brand with high-quality episodes that highlight the company’s industry differentiators. o “Mission Qualfon” has seen 5k+ downloads in less than a year.

Founded a 501 (c)(3) nonprofit organization that offers data-driven strategies for calm and effective parenting. Key Achievements:• Assisted in the development of a podcast (oversaw conception, gathered materials, and developed content).o Enabled the podcast to gain ranking on the Top 100 Nonprofit Podcasts list. o Developed and implemented marketing plans that led to a successful book distribution. • Transformed the board’s approach to implementing strategic initiatives through the design and presentation of highly effective operational processes.

Social Media Marketing Consultant & Communications DirectorDefined and executed marketing visions and growth strategies for clients. Helped them identify market opportunities, value propositions, and go-to-market plans in multiple vertical markets. Translated vision to marketing execution via social media. Built and retained vendor relationships and new online influencers. Drafted and published promotional or related content via top social media channels (Facebook, Snapchat, Twitter, etc.). Key Achievements:• Created and launched a podcast titled, “Cheerbomb” for travel cheerleaders. The podcast garnered a top-ranked selling application and nearly 500k downloads. • Drove positive PR by leading teams in event coverage and cross-functional evangelism. • Enabled the company to grow and scale with evolving customer communications by installing a database management process that captured and communicated with fans/followers. • Leveraged data from customer interactions to create value for clients. • Designed, implemented, and coordinated new social media marketing campaigns to maintain a loyal customer base. o Increased active users by 20%, fans by 30%, and followers by 200% within 2-3 months of implementation.

• Developed and executed systems/processes to improve efficiency and reduce projects costs or timelines within the U.S.-based call center outsourcing company. • Reduced employee turnover by 80% after creating incentive and training programs. • Generated a 19% improvement rate of effectiveness through enhanced scheduling, quality, and communications. • Spearheaded the development and implementation of a strategic business plan that realized profitable growth.

• Successfully managed daily operations across a multi-language call center; streamlined communications with client management teams regarding weekly/monthly contractual SLAs. • Reduced call volume by 5% after developing a process to proactively respond to customers impacted by a billing cycle change. • Led and directed new-hire practices for both advisors and management; coordinated job fairs and established strong relationships with outsourced recruiting firms.

• Managed inbound/outbound sales center servicing business customers.• Managed inbound/outbound sales center servicing business customers• Ensuring resource schedules were managed and call response times acceptable;• Liaised with senior management to develop the channel's strategic plans to ensure market and revenue growth;• Monitored competitor activity ensuring we remained competitive;• Responsible for recruitment and selection and in the first instance any HR issues on site;• Compiled monthly reports to senior management and presented plans to ensure annual targets were achieved.• Consistently surpassed sales objective by > 15%• Exceeded call quality expectations by consistently averaging > 95%• Conducted regular telephone audits to insure compliance with financial institutions• Opened and closed a call center for purposes of restructuring• Conducted interviews for supervisory roles and potential new hires