• Manage VoC program, strategy, and partnerships across multiple platforms• Design effective surveys that gather actionable insights for product teams to build experiences that translate into strong CSAT and NPS scores• Use data-led storytelling to advocate for customers by conveying actionable insights to technical and non-technical stakeholders

• Keep a continuous pulse on customer pain points and enhancement requests to inform key stakeholders and help steer product roadmaps • Investigate and action on anomalies by digging into customer-reported issues, raising Jira issues, and keeping the fire burning on requests to ensure customer concerns reach production• Actively consider process improvements and digital tool enhancements to ensure the team's own feedback translates into better tooling and operations

• Classify feedback according to a customer-journey taxonomy using machine learning and human support• Continuously train the machine learning model to improve the automation of data categorization• Analyze customer feedback to identify trends, pain points, and areas of improvement• Champion the customer by proactively using data to influence corrective actions and enhancements

• Created and drove roadmaps for all digital platforms and products• Designed, developed, and maintained the company website ensuring mobile responsiveness, search engine optimization, and accessibility to non-English speakers• Championed company's transition to a four-day workweek• Collaborated in the design and development of a virtual classroom platform with integrated customer performance metrics and learning outcome mapping• Developed and continuously groomed company-wide policies and procedures for clarity and effectiveness• Analyzed qualitative and quantitative user data frequently to maintain best possible customer satisfaction rating: 95%+ of our customers would recommend us to family/friends during my tenure• Led communication across departments, stakeholders, and developers to keep everyone aligned, informed, and heard• Created training materials and helpful resources to assist staff and customers• Managed and prioritized product backlogs for virtual classroom tool, learning management system (LMS), and student information system (SIS)• Provided technical support and training regarding use of LMS, SIS, and file storage technology to staff• Conducted UX research to support program developments to drive engagement and retain customers

• Led in the successful re-accreditations of 15 schools and main office by steering operational development through the lens of accreditation and state licensure requirements• Managed roadmaps for all digital products and maintained very high customer satisfaction• Developed training materials in the form of instructional videos, wiki pages, and user manuals for the company's learning management system (LMS) and student information system (SIS)• Performed UX research to generate staff and customer qualitative and quantitative data used to steer roadmaps for curriculum and LMS improvements

• Designed enhancements to the company's digital systems to improve access to and visualization of customer data, simplify monthly reporting through automation and consolidation, and enable staff to focus more energy on customer experiences and less on maneuvering digital roadblocks • Created a new-school template to enable limited staff to stand up and quickly launch 3 schools; all received successful initial accreditation visits

• Led cross-departmental audits to identify operational inefficiencies and pain points• Conducted UX research with staff to generate enhancement ideas for digital tools and consolidated redundant practices to improve productivity and boost morale• Guided 12 branch directors through intensive operational audits for national accreditation requirements; all audits received highest possible rating

• Edited emergency medical handbook and textbook to produce clear, concise, and flawless copy• Collaborated with medical staff and outdoor professionals to confirm accuracy of procedures• Applied key designs to digital handbook to help rescuers find target content faster using quick tabs

• Thru-hiked 2,184 miles over 136 days from Springer Mountain in Georgia to Mount Katahdin in Maine• Published a daily blog for family and friends to follow along with me on my adventure across 14 states• Wore through 04 pairs of shoes, 03 pairs of trekking poles, 33 pounds of body weight; avoided serious injury and illness; encountered moose, black bear, rattlesnake, bobcat, porcupine, and a mind-boggling number of American giant millipedes and eastern red-spotted newts• Prepared by exercising, meditating, and researching the trail to help myself endure the physical, mental, natural, and logistical rigors of backpacking alone• Earned an indestructible appreciation for life and the natural world

• Spearhead transition from paper to digital record-keeping including related policy creation, staff training, culminating in the successful adoption of our model by our other 12 schools• Spearhead transition from local to cloud-based data storage including related policy creation, staff training, and the successful adoption of our model by our other 12 schools• Assist instructors with technology related topics ranging from administrative duties to the use of technology in the classroom

• Instruct ESL (English as a second language) courses to international clients of various abilities and cultural backgrounds, class size ranged from 5-15 students in an intensive 4-week class length• Maintain thoughtful academic records to support students and complete attendance records to ensure compliance with immigration and accreditation requirements