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1099 ContractorNanny/Household Manager/Child Development specialist
Jan. 2019 - Aug. 2023United States, MiamiChild Development Specialist
Private Household | Lockdown Era: March 2020 – March 2021
AKA: “Chief Chaos Coordinator of Tiny Hoomans ”
When the world shut down, I stepped in full-time to nurture, teach, and emotionally support young children in a world where playdates were canceled and the highlight of the week was opening a new Amazon box. Using my background in quality assurance and team management, I implemented systems to ensure the tiny humans stayed happy, healthy, and developmentally on track—even when the world wasn’t.
Duties & Responsibilities:
• Created customized daily schedules and learning plans with the precision of a QA dashboard—circle time, snacks, crafts, naps, and Zoom school all color-coded and optimized for joy.
• Applied behavior-based coaching strategies (from the corporate world to toddler town) to reinforce emotional intelligence, patience, and potty progress.
• Conducted daily “performance evaluations” in the form of sticker charts, high-fives, and spontaneous dance parties.
• Designed screen-free enrichment activities that rivaled Pinterest boards—and involved only minor amounts of glitter trauma.
• Identified developmental delays and successes with the same analytical eye I used to monitor 60+ customer service reps, only now with more finger paint and fewer spreadsheets.
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Household Manager
Also answering to: “Snack Queen,” “Where’s My Dinosaur?” and “What’s for Lunch Again?”
Behind every well-fed, mentally-stimulated child was a household running on caffeine, Clorox wipes, and well-organized chaos. I managed the logistics of a multi-person, multi-need home during a global pandemic—no small feat when stores were out of toilet paper and toddlers were allergic to routine.
Duties & Responsibilities:
• Built and maintained a full-scale home operations system, from sanitizing protocols to inventory management (translation: we never ran out of Goldfish).
• Balanced remote learning schedules, nap times, and parent Zoom meetings like a pro-level dispatch operator with noise-canceling headphones and a smile.
• Scheduled and facilitated telehealth appointments, virtual learning sessions, and therapy check-ins—all while managing the emotional temperature of the house (and snacks).
• Negotiated bedtime routines with the confidence of someone who once coached 60 agents through saving cancellations from angry customers.
• Implemented behavior tracking and reward systems that made toddlers feel like MVPs—and gave parents peace of mind.
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Lockdown Superpower:
Leveraged my background in quality assurance and team leadership to create an efficient, loving, and structured home environment during unprecedented times—boosting retention of sanity, snacks, and toddler joy by 300%.
Cavanaugh Call Center GroupCSR—-> QAM/CSR TRAINER
Aug. 2013 - Jul. 2018United States, ApopkaAs the Quality Assurance Manager in a high-volume inbound cancellation department, I led and developed a team of 60+ customer service representatives with a focus on retention, service excellence, and performance accountability. My role encompassed oversight of all QA operations, from coaching and call monitoring to performance analytics, agent development, and CX strategy. Upon leaving the company in 2018 I had taken average Retention from 21% to 67% among my 48 well seasoned all stars. Pretty consistent 10-12 seat 60 day turn around like clock work unfortunately.
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