• Conduct Check-In Calls: Regularly schedule and manage check-in calls with up to 75 small law firms, discussing their progress, goals, and challenges within their member programs.• Assess and Understand Firm Needs: Evaluate each firm's financial, operational, and marketing goals during calls, identifying any obstacles to achieving these goals and offering assistance.• Build Relationships and Manage Issues: Foster strong relationships with firms to stay informed about their status, anticipate needs, and escalate urgent issues appropriately; assertively handle firms that provide excuses for unmet goals.• Organize and Communicate Information: Maintain organized records of check-in calls, prepare updates for the C-Suite advisors on firm statuses, and manage metrics and dashboards to ensure accurate reporting and timely escalation of critical issues.

Department Operations• Leveraged expertise and experience to perform complete oversight of department staff, business process improvement, business development, and account management.• Proactively identified issues and recommended operational improvement initiatives while working on designated projects.• Performed management responsibilities, including performance reviews, task delegation, AR financials, quality review, and client management.• Lead the delivery of transformation initiatives that include performance improvement, implementing new technology and software, and organizational change.• Communicated (verbally and in writing) externally with clients and internally with all levels of the organization to accomplish set objectives.• Determined appropriate staffing needs and oversaw onboarding and training.• Handled discipline and termination of employees in accordance with the company policy.• Planned and developed training and onboarding materials for new hires.

• Remote CS Lead that was responsible for online team management using CSR software, training, and Google platforms.• Facilitated ongoing training regarding technology upgrades, sales skills, recovery options, and new systems.• Maintained customer and client resources, including CS guidelines, scope of processes and applicable merchandise/vendor materials.• Supported workflow and fulfillment operations as part of CS escalations team: vendor management, special permissions and authorizations, and distribution coordination.

Newmark Retail Services, formerly Robert K. Futterman & Associates - Miami Office• Supported business operations through a variety of administrative tasks and multi-department projects including compliance, workflow processes, guidelines, procedures, and team management. • Maintained and tracked invoices, records, and expenses, in collaboration with Finance and AP regarding budgets and spending.• Oversaw and maintained the Commercial Retail division database materials: survey, pitch, and marketing.• Supervised all aspects of brokerage events/receptions: planning and marketing, coordination, hosting, and staging.• Responsible for all inventories (supplies, IT equipment, etc.) and vendor management.

• Managed multiple customer relationships as the operational point of contact for contracts and grants ranging in size from $150K - $1.3M with major commercial clients.• Contract writing, analysis and implementation to align Workforce program specifications with federal and state regulations. • Developed guidelines to ensure simplification and accuracy of work methods, reliability of systems and consistency of methodology for assigned vendors.• Reviewed submitted proposals for accuracy and compliance with laws, regulations, and RFP guidelines.• Monitored and audited organizational spending.• Updated Memorandums of Understanding (MOU), Standard Program Operations Manuals, Scope of Work and Grants.• Independently lead large proposal activities including but not limited to analyzing solicitations, strategy development and recommendations based on analysis.• Prepared and reviewed 200+ KPI performance reports per month.• Developed and implemented Standard Operating Procedures and performance measures for Workforce programs as assigned by Executive management.

• Responsible for researching, screening, interviewing, and placing job candidates in various positions within a firm.• Established and maintained relationships with hiring managers to stay abreast of current and future hiring and business needs.• Involved in writing and placing advertising for open positions in publications, online and print.• Sourced, screened, and interviewed applicants to obtain information on work history, training, education, and job skills for open positions.

• Business Planning, Operations & Launch Strategy for mobile gaming app· Development of Social Media and Ad Sales initiatives · Created social media strategies that help the brand acquire new potential customers, engage them, and drive them to brand app and/or partners as needed· Lead the development and application of digital marketing strategies

• Advised the development of Branding and Marketing strategies including website, digital marketing, social media, and promo initiatives for small business.• Managed marketing and social media channels to ensure brand consistency and brand strategy.• Developed Operations guidelines and Customer Service standard practices.

• Worked with clients and internal teams to troubleshoot and accurately address client budget issues across five lines of business.• Managed and updated advertising budgets of jobs ranging from $50K - $4M.• Oversaw adherence to contract policies & Sarbanes Oxley requirements for approximately 400+ projects per quarter. This included client billing, AR, production budgets, expenses, and vendor issues.• Developed & instituted best practice guidelines that resulted in improving interdepartmental efficiencies and project management for client.• Implemented billing training and workflow management that lead to 20% drop in project management inaccuracies.• Ensured contract terms and conditions were negotiated in the best interest of the company to mitigate business risk and maximize financial objectives.

• Worked on client branding viral campaign initiatives that resulted in greater brand awareness and media presence.• Work closely with brand marketing teams to maximize digital brand efforts including, marketing partnerships, content creation, digital media and social media engagement• Coordinated development of client Print, Radio and Digital campaigns• Maintained client digital archive and processed domestic & international commercial requests• Handled client billing and production requests across all lines of business