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Work Background
Solid RenovationsOperations
Mar. 2023Charleston, South Carolina Metropolitan AreaSolid Renovations is a bespoke home improvement and historic preservation company located in Charleston, South Carolina.
LighthouseCommunity Support
Aug. 2021 - Mar. 2022Remote LeadLighthouse is a rental site that offers cash back on rent. With a renter-first mentality, we are on a mission to make renting a stepping stone towards homeownership.
AirbnbManager, Open Homes Community Support
Oct. 2017 - May. 2020San Francisco / RemoteManaging global operational support teams for Open Homes; Airbnb's humanitarian platform for disaster relief, refugee housing, and medical stays. Solved customer issues for non-profit partners and their clients, resulting in more than 60,000 people housed. Built and maintained operating procedures (customer support playbook, workflow creation, service platform, SLA’s, KPI’s, and quality assurance) all designed to iterate over time. Nurtured collaborative relationships with non-profit partners, providing on-boarding, training, account management, and personalized support for more than 50 global NGOs in the medical, refugee, and disaster sectors. Conducted user research/insights and product feedback audits for company stakeholders. Participated in project management & program support. Coordinated service operations during Disaster Response deployments and COVID-19 crisis.
AirbnbProgram Manager - EMEA / APAC
Sep. 2014 - Oct. 2016Dublin, IrelandCo-created and managed the first internal quality assurance coaching program for customer support teams in EMEA and APAC, ensuring that quality standards reached a goal of 90%. Supervised 4 quality team leaders and 8 quality insight analysts in order to measure efficiency and productivity and provide feedback and coaching to ensure continuous improvement. Worked cross-functionally with various stakeholders to provide quality insights (Net Promoter Scores/Root Cause Analysis) in order to drive improvement, program iteration, and customer satisfaction.
AirbnbSenior Lead Manager, Customer Support
Mar. 2011 - Sep. 2014Dublin, IrelandMoved to Dublin in 2014 to ramp up support operations for the Airbnb European hub. Instrumental in the hyper-growth and development of customer support teams through hiring meet-ups, on-boarding, training and managing 25 high performing specialists in North America and Europe Ensured team productivity by providing guidance and actively participating in customer interactions, workflow creation, goal setting to sustain employee happiness. Maximized team engagement and career development through training, continued education, and actionable feedback created within a coaching culture.
WCIVExecutive Producer / Journalist
Jan. 2005 - Dec. 2010Charleston, South CarolinaSupervised the creation and production of a live one-hour daily talk show by coordinating guest bookings, copywriting, and hosting. Assisted the management of 40 newsroom staff by conceptualizing assignments and ensuring accuracy for live TV reports. Delivered daily TV segments with live on-air presentations showcasing integrity and advocacy while maintaining professional relationships with sources in education, healthcare, business, government, and law enforcement.
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