• Guide and foster teamwide professional growth and development by conducting bi-annual performance reviews and regularly providing feedback with direct reports to develop and achieve individual and teamwide goals.• Maintain a 4.79 out of 5 CSAT across a team of 7 direct reports on average quarter over quarter.• Managed customer escalations, resolving complex issues with tact and urgency, ensuring high levels of customer satisfaction.• Solutioned and pitched over 30 custom projects to-date for customers who need to optimize their account or expand service offerings.• Optimize resource allocation for project efficiency by performing weekly 1:1s and timesheet reviews to effectively manage team capacity.

• Lead a team of 4 members on the implementation team and acted as my pod’s technical project SME by helping each member with blockers and troubleshooting.• Strategized with team members to optimize project timelines, effectively maintaining KPIs and ensuring efficient completion of work.• Maintained a 5 out of 5 CSAT on personal project workload while maintaining 100% KPI attainment.

• Managed a portfolio of 20 projects per quarter, overseeing project scoping, technical system configuration, customer education, and troubleshooting.• Engaged and collaborated with diverse clients, including engineering and marketing teams from SMBs, Enterprises, and Strategic companies to deliver customized solutions that addressed their unique needs.• Proficient in handling both Standard and Custom implementation projects, tailoring project plans to drive product adoption and ensure long-term customer value.• Collaborated with Sales, Product, Customer Success, and Data Ethics teams to align on technical implementation scope, timeline expectations, product limit restrictions, and client requirements. • Built out customer-facing project plans and internal configuration documentation of customer workflows for overall organization visibility to ensure smooth transitions to Customer Success and Support teams.• Developed and standardized team processes and documented workflows during the Implementation team’s inaugural year.

• Created product training sessions for the company website by drafting video scripts, designing the new web pages, and creating graphics.• Designed a monthly e-mail template using data exported from PowerBI to display engagements and customer activity for clients.• Learned how to use Adobe Creative Cloud products to design brand images, website logos and infographics.

• Spearheaded weekly yoga classes for lululemon and contributed to elevating the experience by creating social media collateral and securing notable instructors to participate.• Managed men’s merchandising by creating floor plans that drive sales based on product placement, section stories and mannequins with each product highlight being based on relativity to season and hot or slow sellers.• Oversaw administrative duties by updating mini-site with current community events and ambassador highlights and distributing weekly product notification e-mails based on new product and sell-through data to drive sales.• Generated brand awareness within the local community by creating relationships at gyms in the surrounding area and attending events on behalf of the store• Proactively trained seasonal new-hires on floor duties and educator responsibilities such as section ownership and brand awareness.• Experience with updating and up-keeping store mini-site

• Successfully performed processing and data entry for claim forms and pre-authorizations.• Added significant value to the team by efficiently processing an additional 100+ claims than daily average.• Consistently achieved first place within the department for most claims submitted.• Provided in-depth training to new claims assistants by instructing them on correct dental codes and authorizations.

Civil Air Patrol is a Total Force partner and Auxiliary of the U.S. Air Force. As a Cadet I prepared myself to conduct any type of search and rescue missions that could occur around our airport. With weekly meetings conducted as the Air Force would meet I was taught valuable discipline skills and flight knowledge such as:• Studied modules and practiced drill to promote within the cadet rankings.• Attended one-week summer encampment at Camp Pendleton where I learned the importance of discipline, working as a team and became drill-team lead for my flight.• Promoted to Cadet Master Sergeant and led drill team for my local squadron.• Achieved six hours of daytime flight as well as an hour of landing and take-off procedures.