Developed and oversaw all human resources and office management administration and operations for a startup tissue therapeutics organization.Implemented Human Resources systems, strategy, and process improvements while working in closecollaboration with senior leadership.Managed all aspects of Human Resources administration through orientation, benefits, payroll, retirement, career development, performance reviews, employee relations, and terminations.Utilized performance metric tools to assess the effectiveness of training programs, and worked directly with managers to develop employee training improvement plans.Oversaw all corporate benefits and worked closely with vendors to design a cost-effective and attractivebenefits package for open enrollment to effectively recruit and retain employees.

Administered compensation and benefit plans, conducted employee onboarding process including drug and background checks, IT needs, new hire orientation and harassment trainings. Responsible for all employee HR-related reporting, labor compliance regulations, payroll topics, and communications. Instituted data and analytics to revamp performance review system in Saba. Created and maintained reporting in ADP benefit and payroll system. Partnered with business leaders to successfully update and streamline all HR processes including on-boarding, employee events and bonus structure. Expanded HR data and metrics use to accurately target key initiatives and optimize the recruiting and employee retention processes.

Hired to introduce new operations initiatives and partnerships to ensure the highest level of global customer service. Developed and launched pilot programming process to increase staff impact and reporting success. Implemented protocols for new products - significantly increased both staff productivity and customer satisfaction through survey results and retention rates. As business unit training advisor, designed, expanded, and delivered product training curriculums throughout the department. Created and maintained an internal database to educate all team members on process, procedures and troubleshooting protocols. Optimized the SalesForce platform in conjunction with Sales Operations to streamline the customer service team’s workflow, resulting in decreased support time per email and phone inquiry.

Promoted to build and scale the global sourcing and recruiting programs for campus, interns and general recruiting. Managed more than 25 vendor relationships to ensure department requirements were being met according to the goals of the organization. Created and updated daily, weekly, quarterly, and annual reports on team performance, candidate pipeline and agency metrics.

Promoted to lead TripAdvisor’s first remote call center. Trained and managed all global customer service and sales team partners. Targeted demographics and collaborated with senior management, engineers, and third parties to develop and expand key market and business priority plans. Strengthened revenue and lead generation through strict vendor monitoring against SMART targets.

Promoted to build and launch successful retention systems including call flow, software, training and development of domestic and international teams. Exceeded client retention and conversion rates by 65% due to creative marketing and clientele service development programs.

Promoted to interview, hire, train and manage global sales and support teams. Built and managed the London satellite headquarters for Europe. Produced metrics to establish goals; coordinated meetings and trainings to surpass targets and expectations in an ever-changing environment.

Established excellent customer service relations between TripAdvisor and listing owners.Streamlined processes to maintain up-to-date queues for owner inquiries.Produced weekly support metrics, bug submissions and status updates for ongoing projects.

Designed and sold customized tour itineraries for school groups traveling abroad.Maintained accounts and coordinated all aspects of travel preparation prior to departure.Processed post tour follow-up and solicited for repeat business.

Provided administrative sales and marketing support.Developed leads, created client presentations, generated contracts and proposals.Coordinated marketing events and trade shows.

Oversaw all office operations.Provided administrative support to the sales team.Produced and maintained proposal database and job files.