- Developed and implemented a roster and reporting system to improve participation results for calibration, resulting in a 45% increase in participation rates for AMR.- Partnered with Senior Area Managers to coordinate efforts to improve calibration participation for internal groups.- Led project to redesign Gather space for all of Strategic Quality, working with multiple teams to ensure all needs were met.- Manage quarterly calibration cycle including scheduling, overseeing interaction handling, rosters and reporting, and ensuring the team is on track to meet all timeline goals. Also includes serving as a point of contact for multiple groups to answer any questions that arise during the calibration cycle.- Partner with peers in JAPAC and EMEIA to coordinate timelines, case IDs, and reporting for quarterly calibration cycles.- Created a project tracking system to monitor team assignments and goals.- Created a project form to effectively communicate project goals and deadlines to the team.- Serve as point of contact for all Gather related changes and updates for Strategic Quality.- Provide analysis of reporting for calibrations.- Participated in joint call monitoring sessions to understand call center standards and proceduralcompliance.- Effectively communicated with multiple groups across AppleCare to address calibration,procedural, and tool questions.

 Partner with high profile customers on behalf of Apple’s Executive Team, legal team, Public/Investor Relations, and the Senior Director of Customer Care to develop creative resolutions to complex, and sensitive customer situations. Identify and escalate root cause of emerging customer dis-satisfiers related to specific products or processes, and provide suggestions to the Executives for operational improvements. Provide clear and concise written feedback to the Executive Team related to specific customer resolutions, as well as ongoing feedback to AppleCare division management regarding processes and positioning. Work both independently and as part of a team under aggressive time commitments for key Apple management.

 Restructured the grant program of the Foundation to focus on outcome-oriented investments in the Texas community. Created and implemented new policies and procedures for statewide grants program, working with Board of Trustees made up of leaders in the legal community.  Managed an average of 50 grants annually ranging from $2k to $65k, with a total annual budget of $750,000. Ensured the best possible use of funds for the Foundation’s grant-making mission. Analyzed all applications for viability, credibility, and mission compliance; made recommendations for funding based on the probable impact of the project; and tracked the progress of each grant’s objectives through site visits, written, and verbal communication. Developed personal relationships with grantees, and provided input regarding best practices and results. Maintained records and analyzed results of individual projects to determine trends, strengths, weaknesses, and opportunities for future grant-making. Created comprehensive reports on status of active grants for the Board of Trustees and major donors. Participated in Austin Area Funders meetings to compare best practices and explore potential project collaborations. Conducted outreach to increase awareness of Foundation’s grant program through oral presentations to leaders of the legal community and non-profit organizations. Also updated Foundation’s major donors on grant-making activities and priorities. Managed the day-to-day financial activities of the Foundation, including bill payments and reconciliations, tracking of portfolio accounts, and payroll. Reported to Executive Director on the status of budget for year-to-date projections, and worked closely with the auditors to maintain exemplary ethical and professional standards for the Texas Bar Foundation.

 Developed, coordinated, and maintained scheduling and record-keeping systems for all projects, ranging from 50-150 single-family homes and large commercial projects, and evaluated and modified procedures to allow for rapid growth of company. Budget tracking for individual projects, reconciling estimated costs with actual costs, and researching any discrepancies. Responsible for all accounts payable and receivable, purchasing, shipping and tracking, project scheduling, and scheduling for project managers. Accounts receivable averaged $300,000.00 per month. Coordination of crews, project managers, shipping, and general contractors to meet strict timelines for commercial projects. All human resources including time keeping, payroll, and benefits for subcontractors, hourly, and salary employees, and hiring and training of office personnel. Active and ongoing communication with contractors and individual homeowners, responding to queries involving scheduling, products, services, and warranties.