Jul 2018 – May 2021 · 2 yrs 10 mos · New York City Metropolitan Area

• I optimized product-level OKRs with engineering and product management, maintained accurate success metrics, and advocated for customer requirements internally. I accelerated project initiation by detecting business requirements and opportunities, engaging cross-functional teams, and leveraging communication and presentation skills to build trust.
• Key achievements include:
• Increased customer results and improved customer experiences by revamping SearchAds360 bidding product launches through collaboration with engineers and client services
• Resolved 25+ global escalations with clear stakeholder communication, achieving 90% resolution within 12 hours.
• Reduced false “emergency” escalations from multiple times per week to once month by meeting with sales staff to identify concerns, creating biweekly office hours, and using set criteria based on client impact and system risk.
• Boosted team efficiency to address increasing volumes by creating product roadmaps, prioritizing tasks, and directing team work.
• Established a local Women@Google chapter after attending international ERG conference and intersectionality training.

Jul 2015 – Jul 2018 · 3 yrs · New York City Metropolitan Area

• I increased customer satisfaction by analyzing escalation data, determining process gaps, and implementing improved workflows. I audited and updated outdated public-facing product documentation in collaboration with a product expert, publishing revised articles that reduced client confusion and increased self-service troubleshooting resources.
• A few of my key contributions in this tenure include:
• Strengthened client engagement by transforming technology solutions into client-specific solution summaries.
• Significantly decreased support ticket volume by updating outdated knowledge articles.
• Expedited issue resolution by triaging escalations and aligning requirements from a client-facing role.
• Created and rolled out training program and curriculum, successfully training 48 offshore employees with 95% transitioning to full-time placements following the training period.
• Developed and led a scalable ramp-up and mentorship program, onboarding three team members and improving efficiency and staffing across growing product areas.

Jun 2014 – Aug 2014 · 2 mos · Washington D.C. Metro Area

• Completed a system analysis for NPR merchandising, generating a process map relating multiple departments, and synthesizing multiple initiatives into a cohesive operational plan for the Director of Strategy
• Leveraged competitive research, customer insights, and business data to inform and drive the product forward during the NPROne app launch and vehicle integration roll out

Jan 2014 – May 2014 · 4 mos · Greater New York City Area

• Developed a cohesive social media strategy that would allow the Foundation to set a strong precedent for mental and emotional health support in the social media world
• Lead a team in analyzing the current market, identifying common social media pain points, and developing a best practices guide
• Developed and presented an assessment Jed could use to identify potential partners for social media campaigns and initiatives

May 2013 – Apr 2015 · 1 yr 11 mos · New York City Metropolitan Area

• Coordinated and managed monthly events for the Class of 2015 (5,000+ students)
• Managed $150K+ events budget annually, allocating resources appropriately and working with university administration to ensure adequate funding year after year
• Partnered with other student organizations and university leadership to plan university-wide events, including All-University Games, Violet Week, and Senior Week

Apr 2013 – May 2015 · 2 yrs 1 mo

• Oversaw 200+ student admissions employees; created staffing schedules, developed and implemented new-hire training curriculum, and managed a team of 14 other supervisors directly
• Managed groups of 10-20 ambassadors daily in a call center, juggling multiple priorities
• Analyzed data with admissions leadership to understand visitor demographics, and shared insights with student ambassadors to develop a strong customer service mind-set across the organization

Dec 2011 – May 2013 · 1 yr 5 mos

• Promoted the NYU experience to prospective students and parents by communicating in person, over the phone, and via social media
• Led campus tours and hosted special events for prospective students

Mar 2013 – May 2015 · 2 yrs 2 mos · Greater New York City Area

• Supported first year students at NYU by planning events, resolving conflicts, and managing relationships
• Responded to emergency situations and crises in the building, managing them and communicating with supervisors

Feb 2013 – May 2013 · 3 mos · New York City

• Selected via application process across NYU colleges to consult for an international start up
• Analyzed the prospective marketplace comprehensively, then summarized and synthesized relevant information
• Developed a market-entry plan to ensure a culturally appropriate product and market entrance
• Advised organization leadership on how to most successfully brand and market their product
• Aggregated information into a coherent visual presentation, and led the team in presenting this to the founders