- Created the standard process for managing global change across Wayfair’s 3,000+ employee global service organization - Helped launch Wayfair’s Change Management team and grow it into a thriving department- Designed and implemented change management processes using PROSCI methodology - Rolled out dozens of network changes across more than a dozen call centers in North America and Europe - Designed and introduced a new email workflow for contacting carriers which saves Wayfair… Show more - Created the standard process for managing global change across Wayfair’s 3,000+ employee global service organization - Helped launch Wayfair’s Change Management team and grow it into a thriving department- Designed and implemented change management processes using PROSCI methodology - Rolled out dozens of network changes across more than a dozen call centers in North America and Europe - Designed and introduced a new email workflow for contacting carriers which saves Wayfair $10,000,000+ annually - Identified and designed a solutions for lost in transit merchandise which saves Wayfair $30,000,000+ annually - Assisted in recruiting top talent and conducting hiring interviews Show less

- Created a working model for staffing needs for the roll-out of a new department - Proposed many of the initial KPIs and designed and carried out training - Identified and implemented new KPIs for a struggling department - Initiated department-wide collaboration to create standardized customer communications- Worked with a senior analyst to design a SQL script to identify work avoidance behaviors to improve productivity

• Oversaw the training and development of a dozen employees • Initiated process improvement initiatives that increased productivity • Created consistent break and task rotation schedules that led to greater employee satisfaction and retention • Helped another center implement the same process improvement initiatives

• Obtained seed capital by taking 1st place in BYU’s Social Venture Plan Competition • Oversaw the design and rollout of a 23-home development

Taught volunteers to speak and write Malagasy