Mar 2025 – Present · 1 yr 3 mos

Mar 2023 – Mar 2025 · 2 yrs

• Managed a team of Student Success Specialists and Business Operations Leads responsible for the post-sales operations, customer support, and revenue management for the US and Canada.
• Spearheaded the reformation of a centralized internal resource center and a unified customer information system, resulting in greater cross-functional and regional alignment.
• Improved team retention by > 50% and increased team efficiency by developing a team specialization strategy.
• Reduced resolution time for escalated matters by > 30% through the implementation of a Jira tracking and reporting system for all customer issues, providing consistent documentation and greater visibility and insights.
• Built new processes and identified new tools to enhance our operational efficiencies as a lean team. Developed and delivered over 25 training sessions of new processes and tools in partnership with cross-functional teams to ensure efficient and exceptional operations with a lean team. This included training sessions involving the optimization of tools such as Slack, Salesforce, Canvas LMS.
• Oversaw the collection & analysis of data to identify opportunities for greater programmatic and operational efficiency; established strategy and oversee implementation. Identified the need for stronger customer onboarding processes, and led initiatives in updating our customer touch points, resulting in a reduction in withdrawals
• Identified potential compliance risks and worked with key stakeholders to ensure regulatory requirements were satisfactorily addressed to minimize the risk of delivery of new products.
• Secured over $560k yearly in uncollected revenue by crafting and implementing an engagement campaign to ensure customers were able to complete their payments.

Apr 2022 – Mar 2023 · 11 mos

Jan 2022 – May 2023 · 1 yr 4 mos

• This Employee Resource Group creates a brave, intersectional, connected community for women and their allies to increase collective reach, improve professional experiences, address inequities, and drive business forward.
• Utilized written communication to foster and connect community for women and allies at General Assembly to increase their collective reach, improve professional experiences, address inequities, and drive the business forward
• Created and implemented talking points, announcements, and memos to inform and include members of the Women@ ERG.
• Represented General Assembly’s Women ERG for panel events and articles, sharing insights on being a woman in the workforce.

Jun 2021 – Oct 2021 · 4 mos

Apr 2019 – Apr 2022 · 3 yrs

• Oversaw the day-to-day operations of the campus and delivery of all Bootcamp and Short-Course programming for the Seattle Market. Worked closely with the Regional Director as an expert in finding efficiencies, developing improvement projects, and automating systems. Was promoted from Front Lines Associate to Manager of Student Success & Campus Operations based on distinguished focus on the immersive experience for any student and or guest.
• Hired, onboarded, and directly managed a team of 6 - 10 individuals accountable for ensuring a welcoming and inclusive environment for all learners.
• Created and implemented engaging onboarding experience for new learners, collaborating with Instruction and Career Services to maintain consistent experiences for all students.
• Managed a caseload of 150 - 200 students quarter over quarter, in-person and remotely, making sure that students were on track to graduate and coordinating interventions for at-risk students when applicable.

Jun 2018 – May 2019 · 11 mos

Sep 2017 – Jun 2018 · 9 mos