Data & Tech- Establishing Customer Experience Team top level reports, identifying key metrics to drive optimal performance- Analyzing customer feedback to improve CX team outputs- Building and refining the customer support tech stackPeople Management- Cultivating an inclusive culture of kind and curious, problem-solving individuals from all over the US- Crafting and delivering clear guidance on internal policies and procedures- Developing onboarding and performance improvement plans, coaching agents to meet goals and expectations- Pioneering incentive-aligned compensation modelsStrategy- Partnering with CEO to support key business initiatives- Facilitating communication across departments using data and product knowledge of user experience to function as a customer advocate

- Created process, communication, and training improvement plans for Proper Cloth's retail and customer support teams based on customer feedback and company goals- Managed retail showroom and e-commerce customer service teams for the largest custom shirt company in the US- Increased customer satisfaction ratings on Yelp and Google Business to 5/5 stars

- Launched Read Wall brand's New York showroom- Tasked with showroom design, furnishing, visual merchandising, and operational logistics for domestically produced men’s custom clothing- Developed NY customer base through press releases, social media traction, hosting events, partnering with daily deal websites, creating referral incentives, and cold-calling

Authored IT security systems integration roadmap for federal agency client, merging single-sign-on software goals and physical ID credential requirements over 5 year span

- Leader within the help desk unit of a multi-year, $6M custom software development engagement for federal client - Trained and supervised a cross-functional team of five, including both Deloitte and client personnel- Designed a process improvement initiative resulting in reduced average Help Desk response time during period of exponential software user base growth (500 to 25,000 users) - Assisted in product management for over 20 major software improvement projects- Ran internal and external stakeholder meetings

- Established Help Desk standard operating procedures for launch of new organization-wide IT security database- Assisted in testing of software development projects for data entry automation, improving data quality, and integration with partner applications- Created reports to analyze software usage data

Provided financial reporting, analysis, procedural documentation, and bookkeeping services critical to business valuation, enabling the successful sale of the business.

- Contributed to Financial Statement generation for a federal agency client- Automated account reconciliation process using advanced MS Access and Excel macro coding

- Reviewed EPA financial policies and procedures for compliance with federal regulations (OMB Circular A-123), providing feedback and recommendations for agency implementation.- Reviewed and corrected financial reporting errors for approval by EPA Chief Financial Officer.- Drafted financial policy and procedural recommendations in response to audit findings, with intent to minimize wasteful spending and ensure proper financial checks and balances.

Work Crew Manager- Managed on-site work crews, strategically delegating job responsibilities to fulfill customer requests efficiently and guarantee satisfaction.- Managed customer relations, job scheduling, transportation arrangements, and maintained quality assurance records by conducting post-job surveys.- Performed sales calls and updated lead/existing customer database with job requirements, scheduling data, referral leads, and sales incentives redeemed. Bookkeeper and Office Manager- Entered transactions, P.O.s, invoices, and bills, performing daily reconciliations of checking, loan, and credit accounts.- Processed payroll for Dr. Glass employees and sub-contractors. Processed royalty revenues from Dr. Glass franchise owners.- Partnered with CEO to document and standardize accounting, reporting, and office procedures.