Nov 2022 – Jun 2024 · 1 yr 7 mos · New York, New York, United States · Remote

• I am in charge of leading the growth and development of Novo Community across various platforms, programs, and partnerships. My role involved building positive relationships with customers and partners to boost our brand's visibility. I also planned and executed community-focused events, which included both online and in-person formats. My aim was to make sure our clients and partners were highly satisfied by effectively managing our portfolio and using my relationship-building skills. Additionally, I oversaw the expansion of the community department by recruiting and supervising key team members. I worked closely with our marketing, product, and customer success teams to coordinate the creation and distribution of valuable content. Another part of my job was organizing and conducting educational webinars and workshops for large audiences, whether it was online or in person.
• Key Contributions:
• Increased brand visibility and engagement through strategic content planning, development, and distribution across diverse channels and partners.
• Established and implemented the Community structure across various partners and platforms.
• Fostered overall performance and goal attainment while mapping out and managing departmental projects as per company OKRs.
• Encouraged revenue growth and expanded collaborations via partnerships and provided support by identifying and capitalizing on new opportunities.

Mar 2021 – Nov 2022 · 1 yr 8 mos · New York, New York, United States · Remote

• I was responsible for making sure our remote team worked well together and had a positive team culture. This was really important for us. I also made sure we followed standard operating procedures (SOPs) to help us grow smoothly in our fast-paced startup environment. By doing this, we were able to provide excellent service while staying within our budget. I led a team of customer success specialists to support Novo's customers, and we always kept the company's objectives in mind. We used data to make smart decisions about how to improve the user experience. This involved looking at important performance indicators and using feedback to make things better. I worked on building relationships with both new and existing vendors, and I was able to negotiate contracts that benefited our company. As a result, our team worked well together, our processes helped us grow efficiently, we provided great service within our budget, and we constantly improved our products and services based on data and client feedback. It was a win-win for everyone involved.
• Key Contributions:
• Directed departmental project road mapping and management, while aligning strategies with company OKRs.
• Expanded customer success teams to accommodate rapid customer base growth and enhance time to full resolutions and client success scores.
• Optimized upgrade and release experiences for CS specialists and customers, while driving user-centric product development by serving as liaison between customer success, product, and design teams.
• Streamlined the hiring process, including identifying top talent, conducting interviews, and training programs

Nov 2015 – Dec 2020 · 5 yrs 1 mo · Durango, Colorado, United States · On-site

• I was in charge of creating and running exceptional escape room games focused on providing customers with a unique and memorable experience. On top of that, I also took care of handling tax reporting and making sure everyone got paid correctly and on time, which was crucial to keep everything financially on track. I worked hard to keep our customers coming back for more by building relationships and providing new escape room selections. Making sure our income and expenses matched our financial goals was also on my plate, and I did this by keeping a close eye on our accounts and managing them effectively. In terms of getting the word out about our games, I came up with clever marketing plans that spanned different channels. And it wasn't just about getting new customers; I also built and maintained relationships with our key clients to keep them coming back for more fun. I had a great team with me, and I made sure everything ran smoothly by delegating tasks effectively and making sure everyone knew their role. Together, we made it happen and created some unforgettable experiences for our customers.
• Key Contributions:
• Spearheaded wide range of administrative functions, including tax compliance, payroll management, recruitment and training, SOP development, marketing, and strategic mapping.
• Attained an impressive $250K revenue boost in the company's first six months.
• Achieved million dollars in revenue growth in the first 2 years while overseeing operations of company.
• Improved corporate procedures by maintaining business documentation and overseeing employee needs.

Jun 2015 – May 2016 · 11 mos · Durango, Colorado, United States · On-site

• I started some really helpful resources and programs for our library visitors and fellow colleagues to encourage them to connect and share knowledge. One of the cool things I did was set up a scheduled program that focused on STEAM topics (you know, science, technology, engineering, arts, and math) for the young visitors at our public library. I made sure I was in the know about all the library materials we had, and I used that knowledge to give personalized recommendations to visitors based on what they were into. Also, I handled the check-in and check-out processes for library materials efficiently. And it wasn't just me doing all this alone. I teamed up with my colleagues to brainstorm and check out new materials and program ideas, making sure our library stayed fresh and engaging for everyone.
• Key Contributions:
• Fostered community engagement by orchestrating and hosting diverse events catering to all age groups.
• Increased engagement and interest among the youth demographic while creating materials for the library's young members.
• Enhanced library or resource center experiences by aiding patrons in conducting research and locating materials.

Jun 2014 – Jun 2015 · 1 yr · Durango, Colorado, United States · On-site

• I kept my cool and stayed organized even when things got really intense in high-pressure situations, and I was good at handling multiple tasks at once. I worked closely with a team to make sure we provided emergency help on time. We used some really advanced tools to manage emergency situations, which helped us respond quickly and effectively. It was crucial to establish trust and keep the communication open when we were talking to people who were really upset or scared during emergencies. I also built strong relationships with the Police, Fire, and ambulance crews so that we could work together smoothly and coordinate our efforts when responding to emergencies. Teamwork was key in making sure we could handle any situation that came our way
• Key Contributions:
• Optimized response times and coordinated in critical situations through swift and transparent communication with callers, offices, emergency units, and colleagues.
• Showcased exceptional critical thinking and decision-making skills during high-stress crisis scenarios.
• Improved productivity while comprehensive proficiency in computer programs to expedite resource utilization.