Coordinating and supporting a variety of data and technology projects, including internal dashboards, client-facing data analysis and continuous process improvement. Using my data and systems expertise to help build successful shared mobility projects across the country.

I create data tools that transform messy data into streamlined, actionable metrics and dashboards. I also advise on data strategy and analytics with a focus on supporting small nonprofits and mission-driven companies. My skillset includes Complex dashboard design, Excel/Google Sheet functions, Tableau, Python, SQL and survey design. Read more about my work: www.mhanalytics.com

Lead team providing technical support to Ellevation across the United States users, including Principals, administrators, data specialists and teachers. Key accomplishments include:• Performed extensive data modeling to forecast seasonal support demand and staffing needs. Drove data-driven decision-making for the support function.• Achieved company goal of maintaining exceptional response times and positive CSAT of 95% or greater through the extremely busy back-to-school season.• Spearheaded team restructuring and creation of new support leadership pathway. Changes increased opportunities for professional growth, peer mentorship and knowledge capture.

Handled complex and escalated customer requests, supervised customer-facing teams and led development of customer experience strategy. Worked with product, marketing and engineering teams to collaboratively resolve customer pain points. Key accomplishments include: • Developed customer experience strategy aligned with company’s business strategy and growth objectives. Spearheaded company-wide redesign of customer-facing policies and the redesign of on-call support processes, which improved customer response times by more than 25%• Built and utilized customer support reports to reduce unnecessary support tickets, increase efficiency and project support staffing needs.

As program manager for Minnesota's largest carsharing operator, I managed all key accounts and partnerships and drove improvement across all customer touchpoints, including web, mobile, in-vehicle hardware and 24/7 customer service. I oversaw a cross-functional team staff covering customer service, fleet management and marketing. Key accomplishments include:•Built strong relationships with key partners, including the University of Minnesota and City of Minneapolis. •Led successful upgrades to all major customer touchpoints, including the new member onboarding process, membership database, booking system, 24/7 remote call center and in-vehicle hardware.• Spearheaded implementation of high-profile federal grant, making Hourcar the first car sharing operator in the United States to allow users to access vehicles with their public transit cards.• Built a collaborative, high-performing staff team, as evidenced by improved productivity, high employee satisfaction and low staff turnover.

Oversaw customer service and fleet management teams while the program doubled the size of its fleet. Implemented numerous process improvements to improve efficiency as the program grew. Key accomplishments include:• Implemented online fleet management system and other process improvements, leading to substantially improved productivity. Enabled Hourcar to double its fleet without adding additional maintenance staff.• Created and implemented data strategy, which led to the closure of lowest performing 15% of locations.• Led reorganization of staff team, which improved staff morale and eliminated gaps in 24/7 customer support.

Provided exceptional customer care to Hourcar's growing community of users. Implemented fleet maintenance systems that decreased customer complaints by 80%. Streamlined the new member process, decreasing on-boarding times by more than 75%.