• Designed systems to optimize relationships and payment management with multiple third-party vendors. • Outlined operational logic framework for home-grown SQL-based orders...more management panel. • Optimized functionality of CRM tool, including agent alerts, SLA policies, and daily activity reports. • Created foundational structure, role responsibility, and training guidelines for newly hired CX Specialists. • Team achieved ~93% customer satisfaction rating, ~4.8/5 CX experience rating for returns.
Global Program Manager, Alumni
2013 - 2015 (about 2 years)
• Piloted events, workshops, local initiatives in NYC before formatting guidelines for global roll-out. • Reviewed feedback from surveys and focus groups to optimize programming...more for 20,000+ alumni. • Implemented new student on-boarding; increased alumni engagement globally by 80% over six months. • Managed 13-city team with goals increase awareness, implement local framework, and scale programming. • Designed quarterly Graduation events ($100K budget), engaging 10% of global alumni base.
Creative and solutions-oriented professional with impressive startup experience. Looking for an opportunity to contribute to company growth, optimize operations, be solutions-oriented, and make an impact as a team leader. I am passionate about startups and building greatness from scratch.