Sharing my Chief of Staff expertise and experience via an online, self-paced certification program to help others enter and excel in the profession as well.

As the Chief Operating Officer (COO) of ArlanWasHere I spearheaded the strategic coordination and management of Arlan Hamilton's array of endeavors, including her book tour, online learning platform, 2,000+ attendee live conference, and media productions. My primary responsibility was to ensure that each project not only aligned with Arlan's overarching vision, but also operated smoothly and effectively, with a focus on optimizing impact and reach. I served as the strategic link behind the scenes, ensuring that Arlan's goals were implemented in a way that resonated with her diverse audience.

As the Chief of Staff at Promise, I served as a key strategic advisor and trusted partner to the executive team. My role involved:- Strategic Planning: Collaborating with senior leaders to develop and implement the company’s strategic initiatives.- Operational Efficiency: Overseeing daily operations to ensure alignment with the company’s goals and enhancing organizational efficiency.- Leadership Support: Acting as a liaison between the executive team and various departments, facilitating effective communication and decision-making.- Project Management: Leading and coordinating critical projects, ensuring they were completed on time and within scope.- Stakeholder Engagement: Building and maintaining strong relationships with internal and external stakeholders to support the company’s objectives.- Problem-Solving: Addressing complex challenges with innovative solutions to drive continuous improvement and growth.In this capacity, I leveraged my expertise in leadership, strategic thinking, and operational management to support Promise in achieving its mission and vision.

Chief of Staff to Arlan Hamilton— an entrepreneur, author, speaker, and media personality who built a venture capital firm dedicated to minimizing funding disparities in tech by investing in high-potential, underestimated founders.- Served as a thought partner and strategic advisor, including being her proxy in meetings and following up accordingly- Provided analysis, recommendations, and options regarding high impact decisions- Tracked high priority initiatives and identified any potential obstacles- Facilitated and oversaw special projects and ensured action items were tracked and completed, provided actionable recommendations for improvement- Supported at a tactical, strategic, and operational level- Served as an extension of Arlan, and information funnel, filter, and facilitator with internal and external stakeholders- Assessed inquiries directed to Arlan and determined priority and the proper course of action

As a founding team member and Head of Customer Success at Runner, a fast-paced venture-backed startup, I was entrusted with the critical role of shaping the company's customer-centric ethos from the ground up. I laid the foundational strategies and operational procedures to maximize customer engagement, satisfaction, and value in a rapidly evolving business landscape.Key Responsibilities:- Developed and executed the company's inaugural customer success strategy, shaping how Runner engages with and adds value to its customer base.- Became the first point of contact and advocate for customers, guiding them through every step of their Runner journey, from onboarding to advanced platform utilization.- Established key metrics and KPIs to measure customer satisfaction, even in the absence of year-over-year data, adapting to real-time feedback for constant enhancement of the customer experience.- Defined client outcomes and optimized value through the Runner platform by creating tailored success plans and individualized service offerings.- Infused customer-centricity into Runner's core values and growth strategies, serving as the customer champion in all internal discussions and business decisions.Achievements:- Successfully onboarded customers onto the Runner platform, achieving an initial customer satisfaction rate of over 90%.- Developed and launched several customer success initiatives that became standard practices, such as quarterly business reviews, customer training sessions, and dedicated customer support channels.- Attracted and secured strategic partnerships with organizations such as Microsoft and Hello Alice, effectively amplifying Runner’s credibility and market presence.Skills Developed:- Early-stage startup leadership- Strategy formulation in ambiguous environments- Data-driven customer engagement- Rapid team scaling and development- Stakeholder management in a venture-backed setting

The Change Agent Fellowship by BGV is a 9-month leadership skills development program created specifically to expand the capacity of early-stage entrepreneurs and ecosystem builders to strengthen the ecosystems of Black/Brown women founders! BGV incubates Black/Brown woman-identifying founders and ecosystem builders across multiple local ecosystems as a means to amplify women leaders and to create an “each one, teach one” model for growing the long-term entrepreneurial knowledge and sustainability of underrepresented founders. Black Girl Ventures cultivates local leaders, who in-turn cultivate their community as a service to the greater good of creating equal opportunity to thrive at the intersection of being a Black/Brown woman and an entrepreneur. Together, we will create access to social and financial capital for Black and Brown Woman-Identifying Founders!

In my role at Community Dental Partners, I spearheaded initiatives aimed at business expansion, operational excellence, and customer satisfaction. My multidisciplinary approach combined data analysis, market research, and collaborative leadership to achieve key performance indicators.Key Responsibilities:- Managed and executed growth-focused projects, including new practice openings, service line expansions, and partnership development.- Conducted in-depth market research and data analysis to identify growth opportunities and areas for operational improvement.- Strategically marketed the company's partnership opportunities to dentists, dental practices, and dental students.- Collaborated with cross-functional teams, including Marketing, Sales, Compliance, and Operations, to develop and implement growth strategies.- Oversaw financial planning for growth projects, including budgeting, forecasting, and ROI analysis.- Maintained strong relationships with dental professionals, vendors, and stakeholders to ensure project success and long-term growth.Achievements:- Successfully launched 7 new dental practices, resulting in a 23% increase in annual revenue.- Enhanced customer retention rates by 12% through the implementation of a targeted customer satisfaction program.- Achieved an average ROI of 34% on growth projects through effective budget management and strategy execution.- Was awarded CDP's 2016 Employee of the Year for my ability to strategize, develop, lead, and implement successful growth projects for the companySkills Developed:- Strategic planning and execution- Financial modeling and analysis- Team leadership and collaboration- Vendor and stakeholder management- Data-driven decision-making

- Served as the main point of contact in all matters related to my portfolio of clients’ concerns and needs- Built and strengthened client relationships to achieve long-term partnerships - Maintained client records, kept track of any contract updates and renewals- Worked with sales and other internal teams to develop strategic marketing plans and ensure KPIs were being met- Developed a thorough understanding of our products and service offerings to better upsell and cross-sell to clients- Handled inquiries and requests from customers and addressed their needs- Met regularly with other team members to discuss progress and find new ways to improve business- Generated progress reports for clients and senior leaders within the organization- Identified upsell, cross-sell, and renewal opportunities and communicated them with the sales team

- Organized ideas, projects, people, time, and resources necessary to keep the company moving forward- Communicated the vision, ideas, projects, and process (via content creation and providing context) to the necessary stakeholders and staff members- Assisted in delegating projects and tasks to the appropriate people, then tracked progress, supported them, and held them accountable to the results

As a Project Manager, I led cross-functional teams to drive the completion of various projects related to property management, ensuring optimal tenant satisfaction, cost-efficiency, and profitability. My role was instrumental in streamlining operations and enhancing the quality of services provided.Key Responsibilities:- Oversaw all phases of multiple property-related projects from inception through completion, ensuring they were completed on time, within scope, and within budget.- Managed relationships with clients, tenants, vendors, and stakeholders to align project objectives with broader business goals.- Conducted financial analyses, including budgeting and forecasting, to optimize spending and enhance profitability.- Developed and implemented project documentation, plans, reports, and proposals.- Conducted regular team meetings to update members on project status, changes, and upcoming challenges.Achievements:- Successfully managed renovation and maintenance projects, achieving an average completion rate of 9% under budget and 10% ahead of schedule.- Implemented a new project management software that increased operational efficiency- Enhanced tenant satisfaction rates by over 20% through focused customer service and timely completion of maintenance tasks.Skills Developed:- Leadership and team management- Budgeting and financial forecasting- Vendor management- Conflict resolution and problem-solving- Effective communication