- Own resolution of student identity discrepancies to unblock > $200M in tuition invoicing, identified root causes, and influenced product roadmap to reduce frequency- Led product discovery work to change how learning partners request support, resulting in 40% more actionable ticket data- Liaise between Product/Engineering and Learning Partner stakeholders to ensure user feedback is incorporated into product- Lead technical implementations and product onboarding for new Learning Partners- Completed “Data Science with SQL and Tableau” certificate through eCornell

- Built and led technical support team providing overnight and bilingual support to 60,000 daily active users globally for 8 proprietary products across three channels- Achieved customer satisfaction score of 98% and first response less than 15 minutes- Led technical support across entire Software Development Lifecycle including product testing, release, ongoing support, and deprecation- Managed ongoing training and career development plans for all individuals on the team, achieving 75% promotion rate- Developed 5-week onboarding program, reducing ramp time by 2 months- Built and maintained all support operations, processes, resources and responsibilities on a Google site to ensure documentation- Created defect prioritization process with input from Product, Engineering, and Customer Operations teams, resulting in 30% higher resolution rates- Implemented outage communication plan for Technical Support team with input from Senior Leadership Team, Commercial Team, and Product & Engineering Team

- Led team of 19 room service attendants to offer 24/7 in-room dining to guests in 222-room luxury hotel - Served as point of contact for VIP guests, leading staff to execute special guest requests, maintain guest confidentiality, resolve issues, and host private functions- Implemented Four Seasons Mobile App at DC property for use by 400-person staff and guests- Analyzed data to drive sales competitions and make operational decisions

- Led team of 30 waitstaff to serve up to 120 guests daily during lunch service- Responded to all guest complaints and assessed severity of incidents which required further follow up or compensation. Maintained 4.5 or above rating on OpenTable, Yelp, and TripAdvisor - Maintained inventory of all non-perishable products for a high volume ($11 million yearly revenue) restaurant to ensure operational success - Led five Spanish-speaking kitchen cleaning teams to support operations for up to 2,000 meals per day- Implemented Food & Beverage department extermination schedule involving five outlets

- Instructed students in a required college course on the fundamentals of restaurant operations- Collaborated with college faculty to ensure alignment with course curriculum and educational standards of School of Hospitality Management- Responsible for creation of classroom materials, lesson plan creation, delivery of curriculum, and student evaluation