• Product Owner for the Service Request Management and Rapid Damage Assessment Civic Applications and Accela CRM

• Captured a deep understanding of Accela’s enterprise-level process automation platform and applications• Generated approximately 15 epics utilizing Atlassian dev-ops tools across 3 development teams. Created more than 350 individual stories and nearly 4000 UX and UI visualizations showcasing user flows• Developed and designed training program including 6 video webinars for automated configurable rulesets showcasing modifiable JSON scripts to automate workflow processes of platform• Planned and executed launch of customer communication outreach system to nearly 150 customers affected by critical API scripting migration. Crafted numerous emails and performed direct outreach resulting in a 98% conversion of affected customers by deadline• Ongoing development of detailed training documentation for Accela core foundational products

• Promoted to a lead server and manager-on-duty roles• Ensured highest level of service standards to exceed customer expectations

• Attained a voter retention rate of 25-30%, completing a total of 750+ dynamic conversations via phone banking and Instagram direct message outreach within the period• Mastered Instagram, Facebook, and Twitter outreach content generation by producing flyers and banners, SMS scripts, and writing prompts for virtual “Day-of-Action” utilized by 150+ volunteers• Co-authored strategic plan and action bill for case competition judged by program managers and organization founders, placed 2nd among 10 competing committees

• Attacked inbound, outbound, and field sales leads to close business, increasing total processing volume of the Poynt Processing system by 90% over five months, and achieved 150% of quota for the period• Designed and implemented a post-purchase customer outreach program for product sales associates which increased, and sustained customer retention rates by 30% over the program period• Managed the onboarding of 50+ customers in hardware and software set-up, industry-specific activation, backend report viewing, and ongoing customer relationship management• Directed Support, Engineering, Customer Success, and Risk Management teams to fulfill and resolve any ongoing technical or support issues for customers as the primary point of contact• Learned and leveraged HubSpot CRM, Google Suite, and Slack to communicate daily quota accomplishment with product management, marketing, and sales departments

• Drove consistently positive dining experience for guests through friendly and efficient customer service • Received multiple specific positive mentions on Yelp due to my diligence in providing excellent experiences for numerous guests• Exceeded customer expectations during peak-service periods, including aiding other servers when needed • Managed all opening and closing duties, including inventory of supplies, and preparation of internal and external seating areas

• Developed interpersonal communication skills through the meeting, greeting, and assisting individual member needs to improve day to day operation efficiency• Responsible for regular cleaning and maintenance of 140 golf cart fleet• Ensured all guest service supplies and carts are secured at the end of each day• Managed and organized all cart attendant operations for outside corporate events