-Exceeded retention goals (by an average of 87%) and lead-to-client conversion goals (by an average of 66%) by identifying areas of opportunity, using the collected data to implement new growth strategies across multiple marketing and social channels (i.e. social media, email marketing, digital and physical workshops and events, etc.). -Developed and led the full life cycle of marketing campaigns, from content creation and conceptualization of strategic initiatives, project delivery, and data analysis leading to a cross-platform increase of customer engagement and overall improvement of quality of service and experience. -Managed the end-to-end execution of digital and physical projects, campaign, and initiatives, ensuring projects were completed on time, within the allocated budget or constraints, and the highest quality and standard. -Analyzed project/campaign performance data and regularly collected client and associate feedback to reflect on areas of strength and areas of improvement, leading to a better understanding of the habits, interests, and trends of our client-base to be able to confidently recommend optimizations for efficiency and future projects, launches, etc. -Recent client list including, but not limited to, Greenhouse on Wheels (mobile plant service), Two Pens Publishing, London 2 Vegas, Galaxy Shutters, Flora Couture.

-Spearheaded all investor relations, inquiries and escalations, and satisfaction initiatives, acting as the sole point of contact for a portfolio of over 85 property investors with a combined rough total of 150 co-living homes across 25 different cities in the US and over 1000 tenants. -Established strong professional relationships with investors, putting emphasis on high-level VIP clients, and transforming the entire client support model from a reactive-based approach to a more proactive approach in transparent client communication, resulting in an increased satisfaction rate of over 85% and a substantial decrease in client churns. -Managed all escalated client issues, resolving disputes or inquiries and building rapport, leading to the retention of over 80% of all churn requests. -Developed and implemented a structured process for investor inquiries and escalations, streamlining the delivery of important account, company, and compliance updates and ensuring a supportive and open line of communication. -Collaborated with internal teams to optimize cross-department workflows, communication, and education, establishing KPI’s, working on both ad hoc project requests, as well as ongoing contractual agreements to align with and support company-wide goals. -Regularly collected and analyzed financial data, demographics to identify target audience and trends, and gathered continuous feedback from our clients and frontline associates, eventually leading to the creation of a scalable onboarding strategy for new clients, as well as a retention strategy for clients requesting to churn. -Ensured company-wide adherence to state specific property and co-living laws and regulations, mitigating legal risk for the company, our clients, and their portfolios. *Company was a start-up that went under and was acquired by another company.

-Led comprehensive research and analysis of client retention issues, identification of potential core issues or trends, and implemented strategic resolutions and proposals of which I presented to and obtained approval from c-suite level executives, leading to an average retention rate of over 80%. -Collaborated with key stakeholders and internal teams to improve both the client and the associate experience by streamlining cross-functional initiatives and workflows. -Analyzed internal and external market data to identify key trends, gain insight of potential competitors or possible partnerships, changes in legislature, etc., and using this information to improve our communication, systems, and processes. -Established and monitored key performance metrics, delivering weekly updates and reports to c-suite level executives, and gathering feedback to facilitate expert-level decision-making and the efficient optimization of team strategy, eventually leading to me being awarded Company Employee of the Month twice in one year. -Cultivated strong relationships with internal teams, third-party contractors and vendors, and external clients to strengthen trust, foster brand loyalty from the clients, and improved internal relationships and cross-functional collaboration and understanding of workflows, processes, and purpose. -Mentored and led a team of contact center account managers to successfully meet (and continuously exceed) key performance indicators, ensuring the highest quality of interaction, service, and processes with a balance of efficiency, adaptability, and creative problem-solving. -Provided regular feedback and development for direct reports through regular coaching and feedback sessions, career development conversations to encourage growth, drive, and tenacity. -Pioneered a company-wide community engagement outreach initiative, based on in-depth market research combined with gathered employee and client feedback, developing and successfully launching a proprietary digital education platform for all account holders, as well as the general public. This served as a one-stop collective source for all account management info, common industry terms and definitions, potential opportunities and risks, tips and best- practices, etc., leading to increased engagement and satisfaction from clients, reduced user-friction with a simultaneous increase in client self-service rates, and an increased knowledge-based retention.

-Strategically developed and implemented budget plans, resource allocations, & pricing models for service offerings, successfully leading my department as an independently-operated business to achieve profitability and generate upwards of 37% in revenue growth each year under my leadership. -Directed and mentored a team (the youngest in Zappos corporate history, an achievement I am very proud of) with 40+ contact center associates as on-call, internal project managers, providing budget-friendly assistance to internal departments in need of temporary assistance, as well as cross-company experience, training & development, and progression opportunities for my junior associates to foster a progressive and educational environment with the potential of developing new passions, talents, skills, and professional connections in all different areas of the company to further their own careers. -Collaborated, executed, and implemented internal cross-training programs with 27 different teams and departments, leading by example by personally mastering the entirety of these programs to effectively train and better assist my team. -Executed end-to-end project management, from client consultation and idea conceptualization, to completion of projects and deliverables within allocated budget and timeframe, and in depth data collection and analysis for performance metric review.

-Assisted associates with strategic research to identify post-COVID market, social, & world trends, shaping the development of new business strategies and marketing initiatives as a micro-business within the Zappos company umbrella. -Supervised and coached over 100 individual contractors, both on a one-on-one basis and in group settings, on the drafting of effective business proposals, guiding them through each step of the end-to-end lifecycles of marketing campaigns and initiatives, instilling creative-problem solving and the ability to execute presentations and self-advocation with ease and confidence. -Developed and facilitated original educational workshops and presentations, as well as spoke at a multitude of internal and external events and seminars, to educate group participants on key market & research insights, best practices, tools, & resources, etc.

-Selected as one-of-two senior project managers on a team of 40+ project management associates, serving as the primary liaison between executive leadership, project teams & task forces, and the contracting client. -Crafted and implemented onboarding process for new associates to ensure high-standard quality of service team-wide from the start. -Presented to and coordinated with senior leadership executives to introduce a loyalty program for clients with a welcome gift, tier-based rewards and incentives, regularly schedule recurring meetings to review contract, project progress & deliverables, & continuously reinforce a strong relationship through proactive and transparent communication. -Oversaw cross-departmental collaboration and communication, helping to define project scope, purpose/goals & overall desired outcomes, resource management & allocation, and budget to develop comprehensive, step-by-step action plans for project execution. -Supported internal and external clients with end-to-end project management, keeping in constant communication with management to give project updates and outcomes/performance data, attending client meetings to provide updates on behalf of management & the team, and leveraging expertise from cross-training across 20 different departments to give outstanding service and identify potential new client and project leads for our team.

-Operations & Supply Chain Management: --Managed end-to-end supply chain, warehouse, and mail courier activities, overseeing all inbound/outbound shipments, complimentary office and craft supplies stocked throughout campus, and internal mail delivery & inventory management for an average of 100-200 parcels per business day. --Ensured a safe and compliant work environment by meticulously adhering to all warehouse, OSHA, and Amazon Safety regulations, continuously analyzing and adapting system processes to maintain the highest quality of service with utmost efficiency. --Documented and analyzed key processes (such as workflows, cycle times, shipment tracking, etc.) to establish and maintain KPI’s that directly led to a 12% increase in operational efficiency, whilst also providing an increase in career advancement opportunities to junior associates of the company by internalizing processes once outsourced to third- party service contractors. -Client Connection & Marketing Strategy: --Pioneered and managed a strategic customer gifting program (based solely on personal, emotional connection between client and contact center representative) from concept to execution, receiving and processing internal requests for unique, connection-based and company-branded gifts to cultivate an unforgettable experience and lasting brand loyalty for the clients that contacted customer service for support. --Generated free (minus the cost of gift) word-of-mouth marketing by providing a highly personalized, branded, and unique experience that went beyond traditional service providers and support channels.

-Managed a high volume of client interactions (averaging a minimum of 100 contacts per day) across multiple platforms such as phones, email, and live chat. -Continuously met and exceeded all monthly KPI’s and role expectations, regularly achieving 100% quality assurance scores, thus earning advancement and growth opportunities as reward for my rapid progression. -Cultivated strong communication skills & client relationships by providing high-quality service with authentic, genuine care and grace. -Researched and implemented in-depth market and product knowledge to resolve client issues, recognize opportunities to upsell, and provide a one-of-a-kind customer-service experience they deserve.