Led a high-performing team empowered and engaged to build customer loyalty and advocacy through best-in-class partnership and support. Built strong, sustainable foundations around people, processes, and products that enabled the team to deliver hospitality at scale. - Supported and guided a team of 5 Managers and their teams of 60+ front-line staff, fostering engagement and effective leadership through world-class coaching- Successfully navigated organizational change as Evolve's portfolio grew from 8,000 to over 30,000 properties, continuously adapting the service model at all levels- Oversaw the recruitment and onboarding process for 40+ front-line staff and 3 managers- Defined people roadmap for CX business operations, aligning priorities with the goal of creating a strong employee experience to attract, engage and retain exceptional teammates.- Proactively reviewed agent-level productivity dashboards to identify patterns, improve employee coaching, and create an impactful culture of feedback- Cultivated an inclusive culture focused on engagement and professional growth within the Guest Experience team at multiple levels- Collaborated with cross-functional teams to enhance the customer experience by aligning objectives and achieving key results, ensuring that SLAs, (e)NPS, CSAT, and individual performance metrics are being adhered to

Provided individual coaching and development to a team of 10+ direct reports through 1x1 conversations, skill sessions, quality assurance reviews, and goal-setting. Project managed changes to policies and processes to ensure scalable growth and customer satisfaction.- Successfully scaled the team from 65 to 200 by implementing standardized operating procedures, ensuring consistent best practices across the organization.- Transformed the QA process based on feedback/data, resulting in improved coaching opportunities for teammates, 0.3 CSAT improvement, and 89% SLA achievement- Led the transition of the customer retention/resignation process, strategically collaborating with stakeholders, developing training materials and implementing policy changes. This led to the formation of a new Retention Team and month-over-month 5% reduction in churn- Selected to sit on the Inclusion & Community Behavior Board, reviewed instances of customer and employee policy violations, personally providing follow-up when necessary (including the termination of partnerships)- Managed team of 15-20 seasonal employees during peak volume to provide improved customer service and professional growth- Facilitated weekly team meetings focused on department updates, professional development, and teammate engagement- Collaborated with Distribution Teams to resolve issues of STR licensing, COVID restrictions, ghost bookings, mapping issues, and fraudulent listings.- Effectively managed department reorganizations, gaining peer buy-in and supporting employees through role changes, compensation adjustments, and management transitions.- Interviewed & assessed candidates for open positions; development of interview strategy

Managed day-to-day operations for the team, focusing on customer hospitality, teammate training, and achieving service-level agreements. - Assisted with interviewing external applicants and hiring decisions, growing the team from 5 to 10 individual contributors. - Developed & implemented new hire training curriculum, ensuring policy and process alignment - Created a new support team; shaping team culture, expectations, policies, and processes. - Shaped, implemented, and detailed Evolve’s COVID response to stakeholders- Proposed and implemented new company-wide policies around guest cancellations- Assessed multiple ticket queues throughout the day, delegating work as necessary- Resolved escalated customer concerns, offering solutions to improve the customer experience- Coached teammates on having difficult interactions with customers resulting in higher employee engagement and retention.

Provided professional, empathetic, and efficient daily customer care through email and phone communication.- Consistently a top performer in qualitative and quantitative metrics- Mentored 4 new hires during their first 3 months at Evolve, setting them up for success- Streamlined team-wide messaging as Creative Communication Champion, implementing best-practices and SOPs- Successfully resolved escalated situations with empathy and professional assertiveness- Maintained accurate documentation of customer interactions in detail on SalesforceDeveloped and delivered skill sessions to peers, ensuring adherence to best-practices

Taught, managed, and coached 150+ students in academic writing, preparing them for high school through a data-driven approach. - Kept accurate records, grade books, and data tracking systems- Analyzed data weekly to adjust short/long term plans to meet learning needs- Scheduled/facilitated weekly content team and grade-level team meetings- Developed standards-based unit plans and daily lesson plans

Provided classroom support by modeling independence, personal responsibility, peaceful communication, and empathy for children ages 16 months to three years.- Modeled independence, personal responsibility, peaceful communication, and empathy for children ages 16 months to three years- Managed healthy transitions by setting firm limits & using loving discipline- Performed daily classroom maintenance duties

Living and working in China, taught a variety of English and Western culture/history courses at Sichuan University of Science & Engineering. - Passionately mentored with students, most of whom were first-generation college students, both in/out of school, to help them achieve academic goals- Created curriculum, planned/taught lessons for a variety of courses- Advised Chinese students before study/work abroad

- Punctuality, organization, and cordiality emphasized- Attended to library patrons, checked books in and out, provided research assistance, shelved books, and supervised student workers

- Increased writing, citation, and time management skills- Looked over primary sources, read secondary sources, and conducted other research-based tasks- Published an article in The Mennonite Historical Bulletin

- Prioritized daily competing tasks in order to produce a quality newspaper- Gained management experience, improved personal writing & editing, utilized AP style- Effective teamwork and assignment delegation emphasized- Conducted meetings and interviews; brainstormed, assigned, wrote, and edited weekly articles;