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Work Background
WoflowProduct Operations Manager
Apr. 2022 - Apr. 2023Remote- Directly managed 3 full-time Product Operations Specialists
- Managed day-to-day and strategy for menu data product operations - Set up systems of support for enterprise operations and partnership support
- Set up processes for enterprise technical support - Directed strategy and set up implementation for Global Operations onboarding, coaching, and performance management strategy - Created Global Operations contractor strategy and roadmap Menu Operations product roadmap
- Created Global Operations margins and efficiency - Created Global Operations staffing, capacity management, and contractor recruitment - Key consultant for Global Operations Ops Managers, LnD leaders, and recruitment
- Acted as Interim Director of Global Operations
MetaPayment Operations Design and Optimization Architect
Dec. 2021 - Apr. 2022Remote Company rebrand: https://www.nytimes.com/2021/10/28/technology/facebook-meta-name-change.html -Retained previous duties from Facebook
-Owned customer support processes and provided insights to product teams to improve customer experience. -Advocated for the customer by systematically analyzing product metrics, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements -Developed core processes and supporting strategic programs to operate at scale and move the business forward
- Designed, implementation and training of policies and protocol for Agents (ie end to end, manual Agent workflows to provide customer support and/or claim adjudication needed)
-Scoped Agent tooling needs and provided UI design insights
-Worked with the content team for all content creation, help center articles and translations.
-Lead a small team of FTE's in a revamp of training materials and internal guides for three separate workforce extension teams
FacebookCommerce Process Specialist
Nov. 2020 - Dec. 2021Austin, Texas, United States- Working with Risk Process Specialists to create a safe user journey and to empower vendor support agents
-Acting as a SME for all product space-related support processes and internal tooling -Owned end-to-end operation externalization effort with new workforce extension team including: the guidance of agent tooling privatization efforts, training overhaul, adjustment of policies for stricter privacy - Co-leading effort to implement standard operating procedure documentation for entire organization -Owning translation of product updates, new legal compliance requirements, etc. into vendor support team policies and processes
- Acting as a primary vendor oversight partner with a focus on process, content, tooling, and quality
TaskRabbitEnterprise Operations Manager
Jan. 2020 - Nov. 2020Austin, Texas- Directly managed a team of IKEA Partner Specialists, other gold star Enterprise Specialists, and oversaw two vendor teams (totaling ~30 agents and four leads) - Built out net new training and processes for partnership support and scale
- Crafted thoughtful experiences for enterprise partners and partner customers
- Developed training for my team during a time of functional transition
- Generated new initiatives to improve partnership success and boost user experience
- Owned three separate fulfillment and close rate boosting projects in support operations - One of these was a pilot that I co-developed and owned, aimed at supporting ongoing customer conversations to boost close rate. This pilot was so successful that the company picked up the operations work full-time and approved more headcount to assist with the work.
TaskRabbitSenior Operations Manager
Sep. 2019 - Jan. 2020Austin, Texas Area- Lead a team of twelve FTE's and helped support a workforce extension group of ~70
-Owned Operations KPI's related to TaskRabbit's philanthropic projects -Owned company growth-related KPI’s and discussions for our department -Eliminated thrash in support processes and highlighting new opportunities for the department -Assisted with transition to new forecasting and scheduling tool
- Supported vendor relations teams with process building and QA
TaskRabbitAssociate Support Manager
Jun. 2019 - Sep. 2019- Acted as company-wide escalations specialist for sensitive cases involving payments, safety concerns, and law enforcement -Provided routine read outs on individual performance metrics across the department
- Acted as primary training specialist - Trained our newest Team Lead - Followed through on multiple projects to remedy department inefficiencies - Conducted multiple career growth and coaching conversations with my team - Continued seeking out opportunities for top performers to help the overall department's performance
TaskRabbitOperations Team and Project Lead
Apr. 2018 - Jun. 2019Remote-Lead and helped improve training processes and materials - Created SOPs for Support and Fulfillment Agents -Provided personalized care and coaching to the agents on my team to improve efficiency and quality
-Performed QA and recorded individual's progress and goals
-Announced team-wide QA trends to my team alongside strategies to improve
-Gathered data so we can identify knowledge gaps
-Helped managers create a better agent and User experience -Acted as a policy and procedure expert -Performed continual upkeep on team resources
- Assisted with and lead workforce extension policy alignment meetings - Lead CS recruiting efforts by exploring recruiting partnerships, conducting phone screens, and leading interviews - Conducted exploratory calls with potential workforce extension partners
TaskRabbitRemote Support Agent
Jun. 2017 - Apr. 2018Remote-Acted as a platform expert in order to best advise Taskers, Clients, Registrants, and prospective users
-Provided first line security from fraud for Clients and Taskers
-Optimized ZenDesk flow by creating and customizing macros -Collaborated with peers on side-projects to optimize profit and department efficiency
_Contract Specialist
Nov. 2016 - May. 2017Austin-Drafted/redlined various contracts for EMEA Googlers and Austin Google Vendors
-Provided technical support and acted as a process expert for account managers -Vendor community/office management -Organized meetings and owned team communication
- Performed daily QA for Google Vendors
Arts Avenue Social Media Manager
Nov. 2014 - Oct. 2016Georgetown, Tx-Instagram Social Media Engagement - Dance Instruction - Theater Camp Leader
Arts Avenue for KidsDance and Theater Teacher
Sep. 2014 - Oct. 2016Georgetown-I instructed students in technique and choreographed dances. -I oversaw a theater class that explores theater basics, dance basics, film, and costuming. -I acted as the assistant director for our award winning competition team - Classes taught: Dance Therapeutics, Ballet, Beginner’s Tap, Contemporary Jazz, Musical Theater, Contemporary Ballet, Modern, Creative Movement/Improv, Beginner’s Hip Hop, Pre Pointe
L'Occitane en ProvenceSales Associate/ Key Holder
Jun. 2014 - Jan. 2015Austin, Texas Area-I opened and closed the store -Checked inventory, cleaned, and calculated sales goals for the day -I acted as the primary AM merchandiser, designed displays, and hung up promotion information
-I acted as a sales associate during the day and maintained communication with our regional manager
-Using my product knowledge I helped customers determine which products would work best for them
Various Hill Country CampsOutdoor Recreation Coordinator
Jun. 2011 - Sep. 2013Texas Hill Country-I managed outdoor programming at the camp while working as support staff
-I joined managers in a meeting to plan out the daily schedule
-I would rotate around the camp acting as a life guard, leading hikes, overseeing the archery range, teaching outdoor ed., and more. -At night I would help set up for dinner, fill out incident reports, and help clean.
-I was on call to help campers if there was an emergency during the night
-I planned events for the staff and campers
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