- Serve as a manual tester on 3 Scrum teams driving the development and maintenance of a new proprietary mobile application and an existing web application on a rigorous 3-week sprint cycle.- Lead the execution of regression tests to prepare for new software releases and updates, including major feature releases, minor feature releases, improvements to existing features, and bug fixes every 3 weeks.- Eliminated 1 full day of manual work for each release, representing $32K in annual cost savings by designing and implementing manual, crowdsourced, and VM-based automation tests to validate new functionalities and enhancements.- Acting as the Product Owner for a new end-to-end web automation testing initiative aimed at automating the full suite of web application tests by spearheading project priorities and developing user stories for all web application segments.

- Spearheaded major onboarding and implementation projects for complex, large-scale multi-spa business configurations.- Devised, implemented, and executed an internal QA procedure to pinpoint areas for improvements for each Success Team member, identify trends across the team, establish proper quality control procedures, and provide personalized coaching and team training sessions that increased the team’s overall CSAT scores from 95% to 98%.- Supervised 3 Senior Customer Advocates by aiding in their support of Junior Advocates, collaborating on complex customer issues and onboarding projects, and developing retention and product adoption strategies.- Trained 5 new hires on product knowledge, team protocols, customer communication, playbooks, key performance indicators (KPIs), and procedures for escalating bugs and feedback.- Acted as the voice of the customer by working closely with Product Owners to address and prioritize recurring customer feedback and issues with product bugs.- Served as the primary contact for complex cases requiring escalation from Tier 2 agents to ensure timely resolution.

- Led onboarding and implementation projects for a wide variety of high-priority SMB customers.- Supervised a team of up to 7 Junior Advocates to efficiently and accurately address custom issues requiring advanced troubleshooting, innovative workarounds, and delicate handling to minimize customer churn and increase customer satisfaction.- Established and implemented product enhancement and bug prioritization processes to optimize alignment between the customer and sprint priorities of the Product and Engineering teams.- Established an internal help center to document common workarounds, historical issues, and team protocols that improved associate first-reply time, time to resolution, CSAT scores, and one-touch resolution rates.- Fulfilled ad-hoc platform database tasks and reporting requests from the Success Team using SQL.

- Managed 150+ frontline customer interactions weekly across phone, chat, and email platforms to onboard new customers and effectively identify, troubleshoot, resolve, and escalate customer inquiries, concerns, and product inquiries.- Outperformed team benchmarks by achieving 30+ interactions daily, maintaining an average first-reply time under 1 hour, resolving issues within 24 hours, securing a CSAT rating of 95%, and achieving a one-touch resolution rate of 90%+.- Provided custom-tailored onboarding, implementation, and training processes to spa business clients utilizing appointment booking and payment services while ensuring alignment with short-, medium-, and long-term client business objectives.- Converted prospects to paying customers using extensive knowledge of the product suite and actively monitored the progress of established accounts to identify opportunities to drive product adoption and sales.- Gathered and relayed valuable customer feedback for new features and improvements to POs and the Engineering Team.- Compiled comprehensive documentation on new features, frequently asked questions, and essential product details for the user-facing help center using ZenDesk.

Financial Planning & Analysis

FP&A-Updated competitor analysis summaries by reviewing earning releases, SEC filings, and company websites-Assisted with budget development at both the business unit and corporate levels-Conducted research on healthcare industry in developing markets-Assisted with end-of-quarter financial analysis and reporting

Accounts Payable-Reconciled un-invoiced receipts-Identified transactions that required reconciliatory action using Oracle accrual rebuild report-Communicated across departments and with vendors to complete the reconciliation process-Assisted in meeting preparation for those vendors with disputed transactions-Prepared monthly transaction reports for internal auditors