Direct end-to-end programs and processes for the Industry team, which owns third-party vendor relationships and platform management, to drive revenue.Designed, launched, and actively manage a seamless onboarding system for new suppliers to efficiently shepherd them through market fit, contract, technical connecting, and payments; increase supplier partnerships directly resulting in more monthly revenue YoY.Drive promotional and "daily deal" email efficacy and improvements through data analysis and cross-functional collaboration with Revenue, Merchandising, and Customer Support teams. Define and successfully deliver on monthly financial milestones.Guided major Zendesk overhaul, set up new parameters and triggers to provide accurate data for efficiency and productivity KPIs for Industry and Customer Support teams.

Promoted to Program Manager 06/2021: Hired as Quality Assurance Lead for the Customer Support team; established and iterated on a QA program that increased monthly CSAT score from 72% to 94% within the first month.

Member of the first Support cohort, which had no training or processes; communicated effectively with Shanghai team despite language/culture barriers to help establish critical processes.400% higher volume of daily cases than team average, handled financially and technically complex and sensitive inquiries across multiple channels (Zendesk, Telegram, Twitter)Promoted to Support Team Lead 03/2018 - Ensured SLAs and KPIs were met during shift, assisted team with escalations, scheduled shifts for 247 support across 3 time zones.Assisted with development of the QA grading rubric and trained QA team through continuous calibration across locations.Promoted to QA & Training Lead 06/2018- Completed evaluations for Tokyo and Shanghai teams and prepared scorecards, resulting in a 57% increase in team average QA score (62% to 91%).Participated on high visibility special projects for Cybersecurity where highly confidential and sensitive cases were investigated and handled.

Worked seamlessly with 2 other chefs to serve multi-course meals to 90 covers per shiftR&D new dishes for a la carte and course menuInventory management for multiple different vendorsPhone support for reservations and handing minor complaints