Overseeing the development and management of online customer support team, platforms and tools for customers and service agents.- Leadership: Directing teams responsible for online support, ensuring alignment with company goals and customer needs.- System Development: Overseeing the design, implementation, and optimization of support technologies, such as chatbots, knowledge bases, and ticketing systems.- Performance Analysis: Analyzing data to evaluate support effectiveness, identify areas for improvement, and drive operational efficiency.- Cross-Functional Collaboration: Working with other departments, such as Technology, IT and marketing, to ensure cohesive support strategies.- Training and Development: Ensuring agents are equipped with the necessary tools and training to provide exceptional service.

Led the team that plans, executes, and oversees all projects aimed at enhancing customer experiences.- Oversaw multiple projects, ensuring they were delivered on time, within scope, and within budget while meeting quality standards.- Engaged with stakeholders at various levels to ensure alignment, manage expectations, and communicate project progress and outcomes.- Assessed project risks and developing strategies to mitigate them, ensuring that potential issues were addressed proactively.

Led complex projects that enhanced customer interactions and satisfaction.- Coordinated cross-functional teams, providing direction and support to ensure collaboration and alignment with project goals.- Developed comprehensive project plans that outlined objectives, timelines, resources, and budgets to ensure successful project execution.- Evaluated project outcomes and processes to identify lessons learned and areas for enhancement, contributing to the overall improvement of customer experience initiatives.

Executed digital projects supporting NBC’s Streaming Services, Shows and Sales campaigns for The Voice, America’s Got Talent and SNL.- Developed timelines, tracked progress, escalated issues, mitigated risks, facilitated meetings and built comprehensive project documentation.- Utilized strong communication and relationship management skills to effectively work with business sponsors and executives that can have conflicting set of priorities and requirements.

Advised digital teams about utilizing machine learning, artificial intelligence and personalized algorithms to understand and interact with their consumers.- Responsible for coordinating all project requests and identifying patterns in performance and proposing ways to effectively and efficiently run projects.

Product and platform expert overseeing, collaborating, strategizing and prioritizing with Creative, Engineering, Product, Design, Strategy, Dev Ops, Research and Technical teams to analyze, organize, inform and push workflows to ensure efficiency.- Technical project manager responsible for onboarding clients to new services. - Expert in platform capabilities and industry standards and responsible for the overall management of implementing the SAAS e-marketing solution for online retailers.

Partnered with General Motors Digital Advertising/Marketing Team to help provide project and product plans that could be developed into digestible material for the end consumer.

Consulted and advised General Motors dealer principals to deliver an integrated marketing strategy.