Oversee strategy and prioritization of chatbot automation intents, integrations, and ongoing optimization plans to drive containment & customer satisfaction. Work with leadership team to define long-term roadmap and define success metrics tied to program objectives. Partner cross-functionally with digital partners, vendors, and operations to reduce customer/agent effort with various enhancements. Frequently present project plan updates, as well as insights/opportunities for leadership consideration.

Expanding new entry points and adoption of messaging to drive contacts from voice to digital (e.g., Mobile app chat, Apple Business chat). As well growing agent lines of business to support additional intents. Design process flows with subject matter experts and translate into chatbot conversational design that supports multiple channels. Work alongside IT for integrations to make chatbot/customer interactions more personalized. Support incident management and troubleshooting of platform / automation issues. Overall platform subject matter expert for within United.

Launched the initial proof-of-concept with vendor team for webchat as servicing option for customers. Identify entry points, intent mix for servicing and craft user experience for chat users. Collaborate with legal, security, and IT groups for supporting a new vendor platform. Serve as the main liaison between United teams and vendor groups. Work alongside Operations for agent selection, training creation and ongoing optimization as we refined the customer experience/offerings. Report performance to senior company leadership and insights for strategy on fully funded program.

As the Social Care team’s Analyst, I tell the story of our team! I manage multiple areas of our operation, and my main goal is to create a better work experience for my team. I also report our team’s performance and milestones to company leadership. - Oversee five different reports that are created for Social and Contact Center groups (e.g. frontline Associates, leadership) - Support Quality Assurance by reporting individual performance metrics each month, along with develop benchmarks for team performance - Responsible for admin of our main social media management tool. Handle support cases, regular audits to see how we can use the tool more effectively, and work to implement new features. - Project Management of various new opportunities for the team - Works with IT & Data Analytics teams to have Social Care data formatted and automated - Assist with training development and facilitation for over 50 people- Works closely with Contact Center teams for training, staffing models, and team budget

Act as voice for United’s social media operation, fielding incoming questions and resolving passenger issues in real-time. Personality naturally vibes with brand voice, and works to create a positive experience with its community.- Create training schedule and materials used for all new Social Media Associates during initial hire. - Part of team responsible for reviewing applications, interviewing and training new Social Media Associates. - Support team members with high-level escalations, creating incident reports and de-escalating issues with a heavy brand impact.

- Works cross-functionally with MileagePlus, Baggage Resolution Center, Network Operations and other teams to ensure a cohesive voice of support. - Specifically responsible for developing strategies related to reservation handling, response and sentiment conversion.- Create and update Internal resources utilized by all team members. - Represent United Social Media team at various events, such as SXSW Tech Conference 2016.- Consistently meets or exceeds team goals for quantitative responses, conversation handle time, and sentiment conversion.

Administrative -Assist team with account related administrative tasks (such as expense reports)Client Services-Participate in program planning through research and compilation of campaign coverage-Observe and participate in client meetings-Manages over five different social media pages (Facebook, Pinterest, Twitter) for various clients and assists in tracking and compiling monthly engagement results Media Relations-Research, outline, and assist in writing media advisories, bios, blogs, conference reports, tradeshow summaries, press releases, product fact sheets, blogs, media kits, etc. -Develops media lists targeting client's top-tier media and publication audience -Carry out media pitching and placements-Maintain press clippings per client's specifications-Assists in press tour logistics

-Supported publicists on account and administrative work involving research, planning and execution of campaigns.-Builded, maintained and enhanced positive relationships with Zapwater clients, media contacts and other key influencers.-Day-to-day press activity, such as pitching and generating media coverage, as well as writing press/pitch materials.-Update and maintain media kits, clip books and status reports.

-Oversaw the development of a biannual publication that is distributed to over 8,000 businesses.-Promoted, planned, and executed company events with Marketing team. -Created, researched, and distributed press releases and other media support in collaboration with the marketing department. -Partnered with charity executives to perform detailed analysis of charity finances, governance, and fundraising practices.-Consistently met and often exceeded monthly publication goals.