❖ Gave life to our first independent rewards app by determining best MVP and follow on iterations, ensuring app store submission guidelines were met, and by personally submitting each version to the app store. ❖ Led initiative to determine which profile questions were lead revenue contributors to improve user funnel success and drive an overall conversion improvement of 23%❖ Conceptualized and built out a bonus bar for survey taking, our first survey wall gamification element, and increased survey completion rate by 34%❖ Manage slack and video call relationships, providing real time product support and collecting feedback for product iteration, for over 40 clients

❖ Created a Confluence book on all of our clients for quick reference to each game’s currency, key competitors, notable needs, and to store survey results❖ Ran surveys to all new client’s user bases to determine initial pain points and worked with the client to improve the experience❖ Identified and implemented regular funnel success KPIs including NPS, CSAT, CES & qualitative customer experience panels❖ Re-designed customer support workflow utilizing heavy automation based on quantitative and qualitative user segmentation

❖ Re-designed customer support workflow utilizing heavy automation based on quantitative and qualitative user segmentation❖ Solved 200+ customer issues daily via email and escalated larger issues directly to engineering

❖ In the wake of COVID-19, transitioned all beverage operations online by building & maintaining a Shopify e-commerce experience that became our primary source of revenue❖Assisted in leading a virtual wine school with wine deliveries during the pandemic as part of our Shopify offerings❖ Created opening service structure and flow❖ Conceptualized and implemented a rigorous training program for opening team

❖ Assisted in the production of the 2019 vintage as well as daily vineyard and cellar management tasks❖ Implemented organizational structure for streamlined cellar and bottling practices

❖ Created wine study documents for staff training❖ Built lasting guest relationships