Developed and led strategic programs, boosting member satisfaction by 30%. Successfully managed cross-functional teams, stakeholder relationships, and external partnerships to drive growth and achieve organizational goals.

Leading large-scale projects from planning to successful completion, managing multiple business lines with Jotform, Microsoft, and Google tools. Skilled in collaborating with cross-functional teams and clients to deliver high-quality results in fast-paced environments.

Develop and manage engagement opportunities for our employees that will inspire them to do the best work of their lives. This includes creating live and virtual programs, developing and executing high-end white glove events flawlessly all while making sure inclusivity is top of mind.

Inspire, grow, and connect the Black employees of Reno by driving courageous initiatives, creating safe spaces, and advocating for the racial equity of our members.

Responsible for helping to accelerate revenue growth across all US sales channels. I lead special projects to develop and refine high-priority opportunities, working closely with the US Sales team leaders. I also develop independent project plans, lead cross-functional teams, and take ownership of keeping projects on track and on time. The outcomes of this work includes insights to enable data driven decisions to grow the business.

Collaborated with management to identify, communicate, and drive process improvements. I actively fixed issues in the database shared by our Accounting and non-customer facing team as well as accurately tracked performance, attendance, and other metrics. I partnered with senior supportability specialists to create a training Quickbase to conduct detailed hands-on/hands-off training for new agents which allowed effective document tracking and easy visibility to share problems and solutions. During this role, I assisted in creating the QA process which allowed QA monitoring to ensure processes were being following for maximum quality and efficiency.During my time in this position, we had a goal to develop a highly efficient, and engaged Risk Operations team where I created an Engagement Committee which ultimately helped help improve team morale as well as bringing the Payroll and Payments teams closer together.

I lead projects that implemented initiatives to improve customer experience by reviewing and identifying the root cause for all escalated service request. I updated & maintained escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.