• $2M annual cost savings through deflection of 90K contacts per month after leading a Design of Experiments to determine optimal chat settings• 50% improvement in partner ‘white glove’ business line customer satisfaction through implementation of 5-S continuous improvement methodology• $1M annual cost reduction through Robotic Process Automation of repetitive agent actions that simultaneously delivered results across three key customer experience metrics

-Determined product positioning through data-driven segmentation and targeting analysis of Atlanta home maintenance survey results-Increased website traffic by 100% through implementation of A/B testing customer acquisition methods-Led direct to consumer marketing actions to increase web-traffic (flyers, farmers markets, home shows)

- Stood-up $35 MM business line through process map construction, system integrations, and training international team on data hand-off points- Effected 20% reduction in cycle time and errors by centralizing company-wide invoicing process

- Designed and launched internal web page to increase awareness of lean improvement principles, improve support for existing process improvement projects, and further the strategic goal of building a continuous improvement culture- Identified tactical areas of improvement in teaching methods, employee project engagement, and response validity after quantitative and qualitative analysis of internal Lean Six-Sigma training program survey results- Ensured compliance for $1B of leases with changing federal regulations through analyzing current leasing processes and creating a road map for the required future state while targeting key metric improvements for C-suite stakeholders

- Pitched alternative solution in payroll team meeting for seasonal influx of vacation payouts through hard-coded changes in payroll software constraints to more accurately reflect time off balances, then led team to align changes with company policies and reduce need for manual calculations by 120 hours annually- Replaced manual process for employee service dates by construction of new custom report and implementation of monthly upload integrations designed in excel saving 120 hours annually- Conceptualized and established a policy to process payment of exchange rates through mass uploads each payroll to remove 140 hours of manual input and annual review for international transfers- Adjusted system setup of a specific earning code to automatically gross-up entries by Human Resources to streamline and increase transparency in communication between each department while more accurately calculating federal and state rates removing 50 hours of work annually from coordinating certain bonuses- Designed a spreadsheet to automate calculation of benefits for employees on leave and led a training for ten localized HR departments to formulate new protocol to mitigate redundancy while adding a layer of review

- Collaborated with 401k provider to create a custom payroll report to match third party import requirements to streamline integration between two systems, increasing accuracy and efficiency of weekly deferral uploads- Implemented new accrual process in payroll software for four offices designed to meet recent changes in state and federal regulations requiring specific sick time allowances- Developed 150 page payroll procedure manual to update job duties and to assist in training all new team members

- Evaluated and restructured company’s payroll provider agreement to decrease annual costs by $40,000 (33%) through removal of non-essential software add-ons - Constructed an interface between payroll system and company’s general ledger for automatic uploads after each payroll to eliminate manual entry and save over 100 hours of work annually