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Work Background
ToastProduct Manager - Toastweb, Onboarding
Mar. 2022 - Oct. 2024Owned the strategy, roadmap, and execution for Toastweb and Onboarding product teams
Successfully managed and developed self-service onboarding experiences for all SaaS products within Toast's portfolio, resulting in improved user engagement and satisfaction
Managed the implementation of the Intercom AI chatbot, automating 20% of support inquiries and boosting customer satisfaction
Revamped the IT architecture for Toastweb, ensuring seamless integration across systems and optimizing platform performance
Improved the self-service payment and orders journey, increasing engagement while reducing costs by 18%
Leveraged data and customer insights to refine product strategies, and created comprehensive documentation that eliminated last-minute release delays
ToastOnboarding and Product Consultant
Mar. 2021 - May. 2022Developed personalized onboarding journeys for digital product implementations, improving adoption and customer experience. Collaborated with customer success teams to define and track KPIs, refining strategies through workshops and feedback sessions. Integrated marketing technology features into onboarding, enhancing user engagement and increasing retention. Created key documentation, including user journeys and training materials, to ensure alignment and streamline processes.
Pepper No SaltHospitality Consultant (Owner)
Nov. 2018 - Apr. 2022San Francisco Bay AreaFounded and led a consultancy, guiding clients through operational launches and digital transformations to improve customer service and operational efficiency. Mentored teams in adopting new software systems and marketing technologies, enhancing engagement and retention. Provided strategic guidance that helped clients optimize operations and digital presence, driving long-term success and improved business outcomes.
Global Hospitality Management and Operations
Jan. 2015 - Jan. 2018Australia, New Zealand, JapanManaged multiple locations across Australia and New Zealand, overseeing daily operations, staff training, and P&L management. Improved operational efficiency, customer satisfaction, and profitability by creating SOPs and implementing new training programs, leading to better team performance and consistency across locations.
HubSpotBusiness Development Representative
Jan. 2012 - Jan. 2013Boston, Massachusetts, United StatesConducted market research to identify new customer opportunities and collaborated with account managers on pre-IPO sales initiatives. Analyzed competitors and market trends to refine strategies, directly contributing to HubSpot's customer acquisition and retention efforts. Supported business development through data-driven insights, helping shape the company's growth strategies.
Best of Boston EventsEvent and Business Development
Jan. 2011 - Jan. 2012As a Corporate Event Planner, I successfully managed end-to-end logistics for large-scale corporate events, from product launches to conferences, consistently delivering projects on time and within budget. By fostering strong vendor and stakeholder relationships, I created impactful experiences that exceeded expectations and improved attendee engagement.
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