LGND is a blockchain NFT platform that prioritizes eco-consciousness and is created by artists, for artists.As part of my previous role, I established and oversaw global customer support and business operations for several brands, including 5 NFT, that focused on digital art, music, and metaverse built on WAX and ETH blockchains. My responsibilities included managing all incoming tickets and escalations via email and social accounts, and working cross-functionally with product, engineering, and finance teams to provide users with high-quality, empathetic, and efficient resolutions.I also adeptly navigated business pivot from digital art to music and identified process, technology, and security gaps with partners, product, finance, and project management teams and optimized workflows and product optimizations for Warner Music, Spinnin’ Records, and Musical Freedom utilizing Confluence, Outlook, MS Teams, Slack, and SharePoint.To enhance troubleshooting capabilities and technical support for end-users, I proactively acquired proficiency in DynamoDB and leveraged the database to gather data for dispute resolution and efficiently update site content for weekly product launches.Additionally, I collaborated with engineering and product teams to create a multi-page, step-by-step tool for managing site updates, resulting in decreased errors, enhanced efficiency, and improved scalability.

I collaborated with the engineering and product teams to educate the Customer Implementation team and partners about the latest technology updates. I used project management tools such as MS Project, ClickUp, and Jira to build emerging healthcare technology that helped multiple S&P 100 clients find the best doctors.I established a customer service department and built a comprehensive system within Zendesk. I led the recruitment process, managed the team, and provided ongoing training for the customer service team while creating thorough documentation outlining best practices.I identified operational pain points and addressed potential provider dissatisfaction, enhancing solution-oriented outcomes. This helped enhance solution-oriented outcomes.

I led the implementation of a cross-functional process that improved communication and collaboration between two teams, which had previously eroded trust. This initiative incorporated data-driven strategies and significantly boosted revenue generation, resulting in customer retention and a 20-30% increase in monthly revenue.My reputation for reliability and trustworthiness led to my internal transfer to the partner marketplace team, where I was entrusted with top-tier accounts. I successfully managed 23 enterprise partner clients and 120 campaign feeds, generating $19M in yearly revenue, utilizing Excel, SQL, and Salesforce.I initiated month-over-month data tracking and implemented real-time tracking standards using SQL queries. With these standards in place, we were able to track our progress and make real-time improvements, leading to better outcomes.

As a one-person IT team, I provided all technical support for hardware and software, troubleshooting for internal teams, set up laptops with software, created active directory accounts, managed user accounts and access, held onboarding training to educate new hires, and organized monthly team trainings held by the CEO. I also coordinated software and equipment upgrades to ensure data security and compliance as the company grew from 15 to 60 employees.I gathered customer feedback to determine sales strategy and launched a detailed go-to-market process. I collaborated with the Product, Marketing, and Sales teams to relaunch the SMB product from flat rate pricing to cost-per-application pricing, positioning it for enterprise scalability.I managed the SMB job posting product, ensuring quality by verifying company existence, checking for fraudulent activity, reviewing job descriptions, assessing compensation and benefits, and handling 20-30 job posting approvals daily.In addition to these responsibilities, I handled day-to-day tasks of office administration, facilities management, and front desk reception. This included managing daily catered lunches, keeping the office stocked with snacks and drinks, office supplies, and equipment.