At Livble, a leading provider of flexible rent solutions, I spearhead customer operations, ensuring a seamless customer journey for renters seeking financial empowerment. This includes managing a team focused on onboarding, support, and account management, fostering successful partnerships, and driving product adoption through strategic marketing initiatives. My core focus lies in optimizing customer success, retention, and growth, while also ensuring operational efficiency to support Livble's ambitious expansion plans.

• Develop, drive, and circulate understanding of the team’s performance standards, both qualitative and quantitative.• Uphold weekly team meetings, check-ins, regular 1:1s, best-self-reviews, and quarterly • engagement surveys with team members.• Maintain close consultative relationships with C-suite and HR leaders across all industries.• Set the standard for responses to user phone calls, chats, and emails, with each response. providing value to the user, building trust with the user, and coaching them to the next available milestone.• Oversee and advocate for processes, documentation, tools, training, and resources to reduce org’s fraud risk and risk to our users.• Develop and execute how TurboTenant serves its users through experimentation and data.• Develop and execute department-level quarterly OKRs.• Work cross-departmentally to achieve cross-collaborative company OKRs.• Collect data and drive initiatives to influence user sentiments including CSAT, public user reviews, and NPS scores.• Act as an escalation point for users and team members.• Manage and execute special projects assigned by leadership (e.g., assist with production and post-production of educational courses, revamp org-wide onboarding process for new hires, complete data analysis on customer success and sales metrics, etc.).

• Collaborated with the Manager of Customer Experience to create team performance standards• Identified and acted upon opportunities to increase the speed and quality with which the team works.• Coached team members on how to use constructive feedback, stay on task and enhance motivation to achieve their goals.• Monitored customer interactions and provided feedback to the team members to aid in their learning and growth.• Supervised workloads to ensure user inquiries are addressed promptly and identified if staffing needs to be adjusted to meet customer needs.• Ensured onboarding ran smoothly for all Customer Support Specialists.• Facilitated weekly Customer Experience team meetings.• Provided quality customer support through email, chat, and phone calls.

• Provide quality customer support through email, chat, and phone calls• Performed informational and feedback phone calls with customers• Problem-solved complex customer issues • De-escalated customer conflicts • Consistently controlled the highest volume of user conversations while maintaining high-quality work

• Coordinated processes between development and operations for new student-housing properties• Worked closely with U.S. Executive Vice President to analyze company procedures and revise outdated policies for compliance with international best practices.• Implemented operational best practices to advance organizational performance and provided crucial support for Operations and Marketing teams.• Reviewed lease agreements, controlled building inventories, and scheduled maintenance• Built strong relationships with internal/external clients and provided exceptional service to promote business development.

•Led daily operations for LivinnX 21 student housing property.•Coached junior associates and forged partnerships with community organizations to secure new lease opportunities.•Developed operational budgets and managed financial processes to ensure profitability.•Achieved 20% cost savings in a transition period and saved property 20% in Q1/19 and 10% in Q2/19.

• Advanced property sales by leading cross-functional teams through concurrent project lifecycles to organize and launch events, activations, and marketing campaigns within target market.• Directed building opening in Chile by generating impactful marketing materials, managing project financials, and coordinating logistics with up to 350 prospective new residents.• Innovated arrangements for new residents to enhance community engagement when building opened while under construction and was recognized by residents and senior leaders for creative problem-solving.• Secured an average of 25% cost savings for all property events while increasing resident satisfaction by executing strategic plans with efficiency and selecting cost-effective vendors.

• Conceptualized and implemented strategic traditional and digital marketing campaigns to advance global brand awareness and increase the client base. • Partnered with the Vice President and Project Manager on property development and interior design strategies, evaluated vendor quotes, and revised FF&E plans to optimize property units and increase residential lease volume. • Analyzed global trends and designed strategic plans within the Marketing team to target foreign-exchange students.

• Pioneered B2B media production company, driving strategic initiatives to promote video production and web design services.• Accelerated sales growth by managing finance, budgets, HR functions, client acquisition, and relationship management.• Expanded market reach through corporate growth initiatives and effective stakeholder collaboration.• Delivered exceptional services to clients across industries, fostering strong business relationships.• Produced, filmed, and edited video products for major clients, such as CA Ventures and Chicago Real-Estate Network, bolstering organizational growth.

• Developed advanced skills in Adobe to create promotional material for upcoming performances, studio recordings, and concerts for all social media platforms as a Graphic Design apprentice.• Learned and proficiently used Adobe Premiere Pro to edit studio recording sessions and other live performances of bands for YouTube and Instagram, including multi-cam editing and live-cam editing.• Assisted with production of live studio recording sessions; duties related to grip work, gaffing, and camera operation.