As a seasoned leader in customer success, I’ve had the privilege of building and optimizing high-performing teams that deliver world-class support across phone, email, and chat channels. At Square, I spearheaded operations for our Messaging/Chat, Payroll, and Restaurants business units, consistently exceeding SLAs while ensuring every interaction reflected excellence.Strategic Leadership: Directed daily operations for multiple business units, overseeing 8 direct reports and 90+ indirect reports to provide seamless support to Square Sellers.Operational Optimization: Selected and implemented chat vendors, developed KPIs, and established SOPs to integrate Square Point of Sale and eCommerce chat operations.People-First Leadership: Created recognition and engagement programs to foster team morale and professional growth, ensuring our frontline agents had the best managers ever.Cross-Functional Collaboration: Partnered with Workforce Management, BPO partners, Product, L&D, and HR teams to maintain operational excellence and ensure network redundancy.Leadership Development: Led hiring, onboarding, and professional development initiatives to build strong, future-ready teams.Whether it’s implementing scalable processes, cultivating a positive team culture, or driving innovation in customer engagement, I’m passionate about creating solutions that delight customers and empower teams to thrive.

• Manage a team of up to 30 direct reports and 100+ indirect reports including Supervisors. • Hire, coach, train, and evaluate associate performance to provide quality service to Macys.com customers.• Implement new operations system to improve service levels and business efficiency.• Maintain team KPIs within department standard. Was one of the top performing managers globally for a quarter.• Implement department wide activities/events to increase employee engagement within budgetary limits.• Drive results through strategic maximization of service levels, multi-site communication, and floor leadership.• Recruitment of highly qualified college graduates for the Executive Development Program.

• Managed a team of 13 direct reports and 100+ indirect reports including Supervisors. • Hired, coached, and trained associates to deliver outstanding customer service in alignment to Macy’s mission.• Created and presented an innovative project to our Board of Directors, seeking to enhance our Interactive Voice Response Unit that was approved and currently under implementation due to potential savings of 200,000+ dollars per year.• Responsible for maintaining team KPIs within department standard. Top performing manager for two quarters.• Provided excellent customer service by way of resolving escalated customer concerns as Manager On Duty

Assisted in neuroscience research on opioid and noradrenergic interactions in stress and drug seeking Carried out various lab techniques such as PCR, tissue culture work, brain sectioning and imagingPrepared lab mice for research and euthanization.Created an antibody library via a lab wiki to mitigate the loss of antibodies.Achieved main goal of creating 3 new DNA constructs to package into viruses.Analyzed and reported data in a lab journal for future experiments