Work experience

• Workplace Experience Manager@WAYMO

  CBRE

  2022.11-2024.02

  (a year)

  Manage daily programming, events, and operations. • Lead a 7-member team focused on enhancing well-being and productivity. • • Collaborate with the event team on on-site activities, year-end celebrations, and executive gatherings. Supervise mail services and distribution at company headquarters. • Workplace Program Supervisor, Program & Amenities@GOOGLE • Managed event communication, vendor partnerships, and marketing for programs, including Arts@Google. • Coordinated across teams, oversaw a multimillion-dollar budget, and achieved a 38% boost in key performance indicators. • Motivated team to achieve performance goals and enhance customer experience through1:1 meetings and professional development, utilizing Talent Coach, LinkedIn Training, and Harvard Business School courses. • Successfully managed escalations and complex customer issues, ensuring timely resolution and high customer satisfaction. • Led the global Arts@Google program, aimed at enhancing employee well-being and productivity through private/group lessons, virtual workshops, and music rooms.
• Welcome Host Supervisor@GOOGLE

  GOOGLE

  2020.01-2022.11

  (3 years)

  • Provided customer service to team members and visitors and administrative support to a 22- person team. • Managed Call Center operations and leveraged people-led, technology-enabled services to provide top-tier, innovative support. • Enhanced customer experience within 3 months by facilitating a seamless system transition, ensuring quicker response times and higher engagement levels. • Conducted comprehensive 360-degree reviews for 7 team members within 12 months, fostering a culture of feedback and continuous improvement. • Completed the CBRE Mentoring Program, collaborating weekly with a director to enhance leadership skills and strategic insights over 6 months. / /
• Onboarding Call Center Supervisor

  ZUM

  2018.05-2020.01

  (2 years)

  Oversaw onboarding function for a ride-share startup. • Established SOPs, forecasted workflow, and gauged conversion rates for executive decisions. • Enhanced productivity and expansion through an intake script and streamlined processes. •
• Listener Service Supervisor

  FAMILY RADIO STATION

  2017.10-2018.05

  (8 months)

  • Led support for 75K+ listeners/donors at a nonprofit, managing appeals, acknowledgments, and newsletters. Collaborated to enhance engagement and launch a customer service training program. •
• Call Center Supervisor

  NATIONAL AUTOMOBILE CLUB

  2016.12-2017.04

  (5 months)

  Managed a team of 50 in dispatching service calls nationwide. • • Oversaw all aspects of call center operations, including team training, reconciling financials, generating reports, and addressing client escalations.
• Sales Service Supervisor

  AAA

  2007.04-2016.12

  (10 years)

  Earned successive promotions due to sales success, leadership, and product knowledge. • Managed flagship district office operations, generating over $8M annually across various verticals. • • Exceeded performance goals by ~165%, upselling and managing renewals through strategic marketing. Cultivated and mentored multifaceted teams for the California call center. • • Achieved annual leadership goals, with 11 agents reaching gold and platinum levels for the President's Excellence Circle. • Implemented Salesforce, enhancing sales strategies and customer insights through new procedural rollouts. • Selected by executive leadership to serve on the Steering Committee, strategizing new service offerings.

Educational experience

• UNIVERSITY OF PHOENIX

  Business Management
• UNIVERSITY OF CONNECTICUT

  Retail Merchandising

Certificates