Momence

People Operations Specialist

Want To Work There

Each week, I'd spend a few hours designing content and strategy for Want To Work There's bi-weekly newsletter. WTWT provides practical, actionable tips and tools to help you build a better workplace culture - the kind that makes candidates say "whoa, I want to work there." Responsibilities included copywriting, copy editing, content and editorial design, content sourcing, collaborating on resource design, and various wordsmithery tactics to spread the good word on positive workplace culture-building.

Newsletter Copywriter + Editor

Community Phone

Collaborated with leadership to strategize, design, and build Community Phone's People programming and initiatives to support a small but mighty, growing team.

Founding People Business Partner

Stripe

-Managed production of a bi-weekly newsletter consolidating all need-to-know communications for all of Stripe’s 1,300+ people leaders
-Sourced and managed People & Places “digest” style update to ~8,000 employees weekly
-Designed, executed, and supported communications strategies across People & Places initiatives, including: benefits, total rewards and compensation, listening strategies, manager support and enablement, return to office and workplace design, and project support
-Administrative, programming, and vendor management support for Stripe Communities, identity-based and company-supported networking groups
-Offered interim support across additional workstreams during DEI Program Manager’s parental leave

Employee Communications Specialist (via acquisition)

TaxJar | A Stripe company

Senior Manager, People Experience, Apr 2021 - Jan 2022
People Experience Designer, Mar 2020 - Apr 2021
• Designed company-wide experiences throughout a“hire to retire”lifecycle model, including: onboarding and offboarding, remote connection opportunities, Leadership Development and training, and others
• Designed, launched, and managed internal gifting program, emphasizing individuality to drive inclusion and connection
• Built TaxJar/Stripe merger integration communication plans and lead communication efforts for teamwide onboarding initiatives: informing, support, learning, listening and engagement, leadership training
• Wrote and edited extensively for myriad internal and external People Experience initiatives
• Wrote/edited Leadership communications regarding organizational and policy changes, DEIB initiatives, and team morale and engagement
• Created and facilitated in-house 9-month Leadership Development curriculum to guide leaders company wide through modules including hiring and interviewing, empathetic leadership, remote collaboration, etc.

Teammate Onboarding Specialist, Jan 2019-Mar 2020
• Lead program re-design and oversaw facilitation of the “Mutual Assessment,” TaxJar’s former trial-to-full-time hiring process
• Directed and solely facilitated all Full Time onboarding operations during a period which saw a roughly 140% increase in team size
• Heavy administrative support, including: vendor management, scheduling team events, virtual meeting production, establishing teammate access and permissions, maintaining “swag” inventory, etc.
• Supported team initiatives where needed: employee engagement, peer recognition programming, communications, learning and development

Senior Manager, People Experience

Vacasa

Customer Experience Agent (Social Media, Training):
-Social Media: worked with CX Leadership to build Vacasa's Social Media CX response team, increasing company accessibility to customer needs during our busiest season; managed sufficient coverage against SLAs, curated and maintained knowledgebase, trained new teammates; built and operationalized tools to assist with coverage and workforce management, agent behavior and productivity tracking, inbound volume analysis
-Training: trained and mentored new CX hires; maintained consistent floor support both in-office and remotely to our national support team; revised and updated training modules for efficiency and effectiveness; facilitated and lead two-week onboarding including CX hire skills training, administrative setup, cultural and historical orientation, coaching, and content delivery; devised and created new content for improved training experience
-CX Agent: Collaborated with local management staff in solving issues that arose in nearly 9,000 properties managed across over 800 markets; assisted guests in booking professionally-managed vacation rental properties via phone and email

Customer Experience - Social Media, and New Employee Onboarding + Training

Airbnb

-Regional Support Coordinator
April 2015 - August 2017
Provided CX and CX project support and coordination; actively triaged top-tier sensitivity cases; supported Leads in development of team members’ skills and performance via best practices coaching and deep dives; provided input to workflows, business process improvements, and communications; acted as CX Subject Matter Expert in consult with teams company-wide, including Executive staff.

-Interim Customer Experience Team Lead 
October 2016 - February 2017 
Managed team of thirteen CX direct reports including: scheduling and conducting one-on-one meetings, coaching to success against performance metrics, communicating/informing up and downstream, managing promotions, and endorsing project opportunities as appropriate. 

-Host Outreach Pilot Lead 
September 2015 - April 2016 
Assisted in the launch of CX’s initial Host Acquisition efforts, including: devising and delivering training, building workflows, establishing targets, cross-functional collaboration, operationalizing core work; managed twelve direct reports from 160% to goal activation rate to 190% over two quarters; managed two promotion rounds and one year-end review cycle. 

-Customer Experience Specialist 
May 2014 – April 2015 
Assisted customers in cases including: re-booking, resolving personality and financial disputes, answering inquiries; maintained knowledge of product, platform, and tools. Promoted to 2nd Tier Agent Specialization in February 2015.

CX, Ops Support, Leadership

Northwest Women's Fitness Club

Front Desk Customer Service Representative 
Greeted members and personal training clients; scheduled trainings, massages, and appointments; cleaned; answered phone/email; enrolled new members and wrote new member agreements; toured prospective members and provided all requested information; regularly exceeded membership activation goals.

Customer Service Representative

PlayWrite, Inc.

-Social Media Coordinator: Managed PlayWrite's social media profiles on Facebook and Twitter.  Created and managed/tracked email content.  Increased social media followship by 120%.  Maintained up-to-date content on organization website.

-Development Associate: Launched a sustaining monthly giving campaign, planned and executed two annual mail fundraising campaigns, increased year-over-year donor retention.  Wrote, edited, and managed grant proposals.  Regularly interacted with high-value donors.  Occasionally worked on social media and email platforms to build publicity for events, increase mission awareness, and communicate with supporters.

-Executive Assistant: Assisted Executive Director with everyday functions of running a non-profit office, including: responding to mail, phone, and email inquiries, processing donations, scheduling, note and minute-taking, content creation and editing both online and in print, coordinating with vendors, office management and errands.

Communications, Development, and Admin

***With nothing but mad love for the BDR/SDR and Sales hustlers putting in the work, I'm not the decision maker you're looking for if you're in HR/People Tech and Vendor Sales.***

I help remote teams to find meaning, achieve success, and forge connection and collaboration in their workplace. Experienced in People + Culture program design, people ops and administration, and customer and employee engagement, I'm at my best when designing, delivering, and evolving people programs and solutions that align with a company's vision, values, and goals. We all deserve a better work experience, and I want to help build it.

I've had a heavy hand in employee experience, culture design, internal and employee communications, leadership development, customer service, and both people and customer operations. Designing, creating, facilitating, and supporting meaningful and inclusive work experiences is my jam.

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