Sparrow makes it easy for employers to care for their people with the first true end-to-end employee leave management solution. Industry-leading tech is coupled with a world-class leave specialist team to automate the most painful parts of leave across the US and Canada. With Sparrow, companies that care, are able to reduce compliance risks, enhance the employee experience, operate better, and contain costs.

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.To learn more about life at Gusto, visit gusto.com/careers. We’re hiring in San Francisco, Denver, and New York.

Gusto's mission is to create a world where work empowers a better life. We’re making the most complicated, impersonal business tasks simple and personal. Imagine payroll that brings everyone peace of mind, HR that transforms work into a community, and benefits that help people plan for a better future. That’s what we’re building at Gusto.As a People Empowerer on the Gusto Payroll Care team, I lead a Customer Care team of 9 - 10 passionate individuals, focusing on development and professional growth. I did so through creating a trust-based environment of continuous progression and improvement through mentoring, coaching, and feedback. I strove to attract and retain top talent on the team, ensuring that they were empowered with the tools and resources to serve tens of thousands of businesses.Additionally, my role included understanding and communicating company initiatives, OKRs and metrics with internal and cross-functional leadership to measure growth and performance in customer support. I used data to shed light on how we can improve our tools and processes as Gusto scales, while effectively managing multiple channels, including phone, email, chat, social and more. As a People Empowerer, I also used scalable systems and metrics to monitor and improve the customer experience, sharing feedback to build a strong culture of collaboration with our product team, prioritizing the most impactful product enhancements and reduce inbound inquiries.

Gusto’s Payroll Care team is the linchpin of Gusto’s world-class customer experience. With their passion, insight and customer advocacy, the Care team has helped us maintain an NPS of 70+ while serving tens of thousands of businesses. The team strives to positively influence millions of businesses and hundreds of millions of employees across the country.As a Payroll Care advocate, I had the opportunity to teach our customers about our newest product features and act as their advocate internally to influence our product decisions and roadmap. I provided exceptional customer service by interacting with small business owners via phone, email, and chat to resolve their inquiries. Through these interactions, I had the opportunity to understand client pain points, communicate their concerns internally, and help use their feedback to help influence our product. Additionally, I used product expertise to collaborate with and help other teams.

As a member of the Social Partnerships team, my primary function was to train customers around the features and functionality of the Oracle Social Relationship Management software, helping them communicate their social messages effectively. I brought a comprehensive understanding of the software and use case knowledge to facilitate successful client adoption of the platform, which includes guidance on social listening, fan engagement and interaction, and outbound content creation. This often included working with a customer's various teams, such as community management and global branding.I also served as an account manager, acting as a day-to-day resource for customers, helping them identify gaps in their social strategy and provide meaningful solutions.Additionally, I contributed to the training team's efforts of creating both a library of resources around the various tools within the platform, including how-to documentation around the software and step-by-step videos that I produced, created and edited.

In September, 2012, Oracle acquired Collective Intellect, a leading provider of cloud-based social intelligence solutions that enable organizations to monitor, understand, and respond to consumers' conversations on social media platforms such as Facebook and Twitter.As an associate consultant, I pulled together data and analysis for annual and quarterly brand landscape reports, post-mortem campaign analysis reports, daily crisis monitoring reports, and quarterly trend tracker reports for customers. I also created storyboards, recorded and edited introductory videos for two software tools within the Oracle Social Relationship Management software platform for the global representatives.

As an intern with Collective Intellect, I worked closely with project managers to familiarize myself with boolean logic and learning the software platform in order to gather clean, relevant conversations in the social sphere around our customers' brands. I also assisted with high-level analysis of the data within our reporting offerings to clients, helping empower them to understand and respond more effectively to consumers' conversations around their brands' social presence. Additionally, I wrote and edited a software guide for our customers that included how-to steps, a glossary of terms, and a list of frequently asked questions.

As an intern for the Denver Post, I was part of the Pulitzer Prize winning breaking news team in the summer of 2012. I also covered feature stories and political happenings in the greater Denver area. My breaking news coverage included coverage of the High Park forest fire which which grew to 87,284 acres in Larimer County, Colorado. I frequented shelters and homes around the area, writing about those who were affected by the fire.I also assisted with covering the aftermath of the Aurora theater shooting, which won the breaking news team a Pulitzer Prize. I spoke with families who were in the theater and survived the shooting and wrote other related stories about their recovery process.I wrote several front-page stories, including a large feature story on the Denver Pride Festival.