-Oversees 67% of all client cases to our team to ensure successful client outcomes across three products.-Manage a team of 20, including two Associate Directors and a Manager, who support all of our clients under the NGP VAN brand. These clients utilize our voter contact tools, political fundraising, and compliance with federal, state, and local campaign finance laws.-Coordinate and streamline our incident response communications for clients. Directly handle approximately 90% of all incident response communications across the NGP VAN and EveryAction brands. Recently seen an increase in positive feedback for the new response approach. -Assess metrics on current staff capacity to intake support tickets and create projections for future staffing needs during the high growth period. -Coordinate with internal stakeholders to ensure the Client Services team and clients are adequately prepared for upcoming new feature releases. -Project manage complex client issues and need to ensure a successful outcome for clients and company.-Handle escalated support issues from the team to assist in more technically complicated issues.

-Managed a team of 8 to ensure the 15%/year increase of client intake was successfully handled. -Oversaw the support of our tool for all clients conducting voter contact with our tools across our NGPVAN and EveryAction brands, which approximately accounts for 30% of company revenue. -Coordinated incident response communications for approximately 60% of all incidents on the NGP VAN and EveryAction brands. -Worked with stakeholders internally to strategize and plan for staffing levels during a high growth period to continue to meet our clients SLAs. -Continued and expanded management of enterprise client relationships that accounted for majority of NGPVAN ARR

-Resolved 3455 client tickets with questions about our tools, data tasks to adjust their data sets in our CRM, and bug items that needed engineering assistance. -Managed the relationship with enterprise clients. The account management included handling escalated support items, strategizing best use of our tools, and coordinated development requests with product. -Conducted online and in-person training on our voter contact tools to ensure best practices of system.

I helped perform general office administrative tasks and input data into VoteBuilder. I also served as a communications intern, which required that I compile daily press clippings, assist in drafting press releases, tweets, and petition emails. In addition, I was also in charge of coordinating hotels for attendees of the 2014 Massachusetts Democratic Convention in June.

I organized and responded to event requests in Massachusetts for Senator Elizabeth Warren, helped collect and draft executive correspondence, aided the State Director on administrative tasks, and was trained in the VOICE program. I also helped with the Senator's memorandums for events in State as well as any administrative tasks necessary to preparing the Senator's schedule.

I handled scheduling for Bruce Mann, Elizabeth’s husband, received and processed event requests, updated calendars, prepared the candidate’s daily briefing book, and edited daily memorandums for events.

I received and processed event requests, updated calendars, and assisted in general administrative tasks as needed in the scheduling office.

I assisted with phone calls, visibility, and voter identification, helped with front desk duties for campaign headquarters, and organized events for Elizabeth Warren on the Wellesley College campus such as phone banks and informational sessions about the campaign.