• My role as an operations & people manager involves leading a team of 12+ associates. They hold an aggregate portfolio of 900+ American SMB accounts focused on custom and specialized bookkeeping. I am solely responsible for the deliverables of my direct reports as well as the client experience they deliver. • I successfully coach my associates on how to build meaningful relationships with our clients and how to set them all up for success at Bench. I continuously develop the team to create a culture of high performance, feedback, and sustainability, resulting in exceptional experiences for our clients. • Apart from delivery management and high performance coaching, I'm passionate about the professional development of my people. I coached direct reports in various roles such as beginner management, or efficiency experts. I up-skill entry-level associates to be promotion ready and ensure all folks are feeling connected to the work they are doing at Bench.• Outside of my direct team, I manage and contribute to department and company wide initiatives and projects. I've worked on creating better cross-functional team relationships, training multiple departments on specialized bookkeeping requirements and re-aligning on client qualifications to ensure all our clients are able to receive the same exceptional service. I do this through continued training and feedback sessions and focus groups.• I've worked to create workflow tools and resources that serve a group of 400 associates as well as creating efficiency trackers that aided in the fastest delivery of Year-End Financial packages to our clients to date. Additionally, I am also involved in a liaison capacity with various different intracompany departments that the Operations department collaborates with.

• As with my previous role at the company, I continued to manage my portfolio of accounts while taking on the additional responsibility of serving in a leadership capacity on a team of 10 as a manager reporting to the Team Lead. • I worked with my manager to create systems for the team to improve efficiency, allowing myself and the team to achieve top-ranked KPIs and OKRs. I was consistently exceeding my personal performance goals for efficiency and productivity while incentivizing my direct reports to do so as well.• I independently mentored new hires through one-on-one coaching and development. I participated in their onboarding, facilitating an amazing employee experience, while ensuring their gradual growth and training at the company. I also participated in peer to peer coaching and facilitation, specializing in inspirational leadership and mission-led management.

• Managed a portfolio of 80+ clients across the United States in various industries by building strong working relationships with clients and their CPA’s. • Demonstrated effective communication, problem solving skills and an understanding of each clients specific situation. • Created monthly and yearly financials which include; General Ledgers, Income Statements and Balance Sheets to analyze the business’ performance and ensuring they follow GAAP and are IRS compliant for year-end Tax Filing.• I was their primary point of contact, managing their client experience, upselling them on premium features, and providing monthly deliverables to aid them in making more educated business decisions. I built client relationships over various communication mediums and built long lasting connections to contribute with an annual churn rate of 1%, compared to an average of 9%.• Mentored newly hired Associates by providing one on one support. During this mentorship period, new associates are taken through many real-life client communication, situations and tasks with various levels of difficulty to prepare them towards growing their own portfolio of clients. This role entails meeting with the mentee once a week to assess their progress, discuss challenges and set achievable goals to aid growth within the role.