Olivia Button Email & Phone Number

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

Scaled operations team from 11 to 40 team members to support rapid growth and increased scopePartnered with Product Managers to create product requirements and KPIs for automation features in the Unite Us Platform to increase user adoption and internal efficiencies and reduce costs to the businessManaged the release of the Unite Us EHR (electronic health record) application 2.0, the success and structure of which led to the build out of a program management function focused on release management

New York, Ny, Us

Managed team of 11 operations analysts and managersFacilitated discovery of new business operations strategy with directors and senior leaders, which resulted in the implementation of the first customer relationship management (CRM) database for 200 team membersLed the release of new Unite Us products and feature improvements, working cross-functionally with Customer Success, Product, and Marketing teams to ensure successful internal and external communication and enablementCreated process for net promoter score (NPS) survey administration for two user groups and presented analysis to executive team

New York, Ny, Us

Standardized internal Customer Success processes and materials for user training, onboarding and support for a team that tripled in size in 2019.Implemented 24/7 user support systems to accommodate Unite Us' first enterprise customer and oversaw all user support processes including live chat, phone, and email.

New York, Ny, Us

Managed the Unite Us Customer Support Team in order to provide the highest quality of training and customer service to the users of our technology platform. Served as a primary point of contact for accounts across the United States and worked with non-profit organizations and government agencies, from point of sale, through software implementation and into steady state use of our product.Collaborated with partners to maintain city and state-wide social service networks and provided customer support and troubleshooting of client concerns.Developed internal training modules to ensure swift on-boarding of new team members.

Brooklyn, New York, Us

Helped to create the mission, core values, and structural foundation of the bakery's Youth Internship as the first hire for the nonprofit program. Developed curriculum that focuses on entrepreneurship, business planning, and professionalism for young people entering the workforce. Recruited, trained, and provided ongoing supervision to Youth Interns, and ensured they were well-supported during their time at the bakery.

New York, Ny, Us

Designed inclusive and comprehensive sexual health curriculum and teach in three NYC public high schools, mostly notably in the International High School with students who have limited English proficiency. Organized campus-wide health fairs for approximately 500 high school students to provide educational resources and increased access to health services. Conducted continuous quality improvement projects by administering mental wellness surveys and analyzing results to develop mental health programming tailored to the needs of the students.

Managed and supported a staff of 25 Security Monitors (safety officers in resident halls) through constant communication and individual check-ins throughout their work shiftsPlanned monthly scheduling meetings and trained employees on customer service techniques and security proceduresConducted performance management meetings with employees to maintain a responsible and accountable staff