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Work Background
Cosmetic Image MarketingProject Manager
Nov. 2022 - Jul. 2024Sausalito, California, United StatesManaged operational systems and program infrastructure for a national customer engagement and rewards program serving cosmetic surgery practices. My role focused on maintaining operational continuity, improving internal processes, and ensuring reliable program performance across multiple stakeholders. Key responsibilities included: • Managed day-to-day operations of a national points-based customer engagement program, ensuring accurate tracking, fulfillment, and user experience
• Produced analytics reports and operational dashboards to monitor performance, identify trends, and support strategic decision-making
• Maintained backend operational systems and workflows to ensure program reliability and accuracy
• Coordinated cross-functionally with marketing, vendors, and internal stakeholders to execute campaigns and program initiatives
• Oversaw client-facing communication related to program operations, fulfillment, and issue resolution
• Identified operational inefficiencies and implemented process improvements to improve internal workflows and reduce friction
• Supported onboarding and internal documentation to improve operational clarity and team efficiency This role required independent operational oversight, analytical thinking, and strong systems management to ensure consistent program performance and client satisfaction.
Rose HanOperations + Tech Stack Manager
Apr. 2022Los Angeles, California, United StatesManage backend technical infrastructure and operational systems for a multi-six-figure digital education business serving a 100,000+ subscriber email list. My role focuses on maintaining reliable automation, checkout systems, customer access, and support operations that directly impact revenue and customer experience. Key responsibilities include: • Build and maintain automation workflows using Zapier and ConvertKit (Kit) to manage lead capture, onboarding, and customer lifecycle
• Configure and maintain checkout systems, payment flows, and customer access provisioning to ensure seamless enrollment and program access
• Manage and troubleshoot student access within Kajabi, resolving technical issues and ensuring uninterrupted customer experience
• Handle all inbound responses from a 100,000+ subscriber email list, providing technical support, answering customer questions, and assisting with personal finance program inquiries
• Manage customer support infrastructure, inbox workflows, escalations, and issue resolution using HelpScout and Gmail
• Handle Stripe disputes, billing issues, refunds, and payment-related troubleshooting
• Maintain integrations between CRM, email platform, checkout systems, and course delivery platforms
• Implement and maintain sales funnels, opt-in pages, and backend conversion infrastructure
• Support analytics tracking, including UTM tracking and attribution organization
• Develop SOPs and operational documentation to improve system reliability and efficiency
• Coordinate internal team initiatives, including planning team-building events and supporting operational alignment This role requires independent ownership of revenue-critical systems and customer lifecycle infrastructure, ensuring reliable enrollment, access, and support for thousands of active customers.
Go With GloMarketing Lead
Apr. 2022 - Aug. 2024New Orleans, Louisiana, United StatesSupported customer operations and backend systems for a digital education business delivering programs through Kajabi. My role focused on ensuring students could successfully enroll, access their programs, resolve technical issues, and move through the customer lifecycle without friction. I managed high-volume customer support using HelpScout and Gmail, resolving 100+ tickets daily while maintaining fast response times and a high level of customer satisfaction. Key responsibilities included: • Provided direct customer support for students, resolving issues related to program access, login credentials, billing, and platform navigation
• Managed and troubleshot student access within Kajabi, ensuring customers could successfully access purchased programs and content
• Assisted with billing support, checkout troubleshooting, refund requests, and payment-related inquiries
• Diagnosed and resolved technical issues affecting customer onboarding and platform access
• Created and implemented response templates to improve efficiency, consistency, and response speed
• Organized and optimized inbox workflows to improve support efficiency and reduce resolution time
• Identified recurring customer issues and operational friction points, helping improve backend systems and customer experience
• Maintained clear, professional communication with customers while resolving technical and account-related concerns
• Supported operational continuity by ensuring customer lifecycle systems functioned reliably This role required strong technical troubleshooting, operational thinking, and the ability to independently manage high-volume support while maintaining system reliability and customer satisfaction.
A to Z Social AgencyVirtual Assistant
Feb. 2022 - Mar. 2023Miami, Florida, United StatesResponsibilities including for-print and digital design work, email blasts via MailChimp, scheduling social media posts, fulfilling spreadsheets with monthly analytics, ordering business cards, stickers, flyers, etc. among other tasks as needed.
WiLo & Co.Social Media Manager
Jun. 2021 - Dec. 2024RemoteSocial Media Manager responsibilities include identifying demographics and reading analytics and ensuring content is posted to all social media as needed in a timely manner.
TacogirlContent Writer/Graphic Designer
Feb. 2015 - Nov. 2020Belize
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