Vasion

Building relationships with customers in the commercial healthcare vertical.
Understand why they are using Vasion and what their company goals and initiatives are. 
Educate on additional products and features we can offer to provide better results for our customers.

Customer Success Manager

Growvio

There's no shortage of leadership development opportunities once you are in a leadership role, but what support is available before you get promoted into your first leadership role? 

That's what Growvio offers through our Future Leaders Program, helping to prepare and develop your entry level team members for their first leadership role. 

We do this through cohort based training sessions to allow team members to learn from other individuals who are at a similar place in their career growth.

There is weekly video content (20 mins or less) as well as a workbook with thought prompts and questions. 
We meet weekly to discuss the video content and any questions that have come up as they apply their learnings to their workplace.
The 8th and final week are 1:1s with each individual to ensure they feel set up for ongoing success as they start to stand out as a leader amongst their peers.

Career Growth Coach

Grassroots Workshops

I have the opportunity to work with amazing educators and help them to bring their workshops to life. 
I work in Asana and am frequently updating our templates with any new and updated information.
I enjoy the small team I work with, we frequently meet to discuss ideas and what we each want to see implemented with our company.

I currently work as a Project Manager <5 hours per week.

Project Manager

Mentor Project Managers to learn how we support our instructors so they can support instructors on their own
Mentor Project Managers in weekly learning sessions
1:1 Sessions to discuss their current goals and support them inside and outside of the workplace
Build culture- we have a different culture question each week to find mutual interests and passions
Support the CEO in communication efforts as well as process improvements
Manage documents within our shared Google drive

Senior Project Manager

Future Female Leaders

Future Female Leaders podcast has surpassed 100,000 downloads!

I started this podcast because when I was starting my journey into leadership + career coaching, I couldn't find good podcasts I wanted to be a guest on where the host wasn't a white male. I had difficulty finding podcasts that were consistent with their content, hosted by women in the career space.

Podcast Host: Future Female Leaders

Decisiv, Inc.

The Decisiv Service Relationship Management (SRM) Platform is a cloud-based service that enables transportation fleets and their service providers to collaborate on vehicle maintenance and repair, process efficiencies, reducing downtime and bottom-line impact.

I managed the front line customer support team who all worked remote.

Customer Support Manager

Anson Calder

HR:
Interview process creation
Owning recruiting software
Scheduling interviews
Hosting interviews
Onboarding new employees for culture + paperwork
Creation of SOPs for all new processes + procedures
Ownership of culture assessment software

People Development/Culture:
Plan and budget for offsite activities
Hosting leadership meetings
Ensure weekly 1:1s are occurring
Brand value creation and implementation
Team value creation and implementation

Customer Service:
Responding to customer service emails, chats, phone calls
Replying to comments on social media
Creation of standard responses for customer service emails

Business Manager

Veterans Advantage

Veterans Advantage has been around a little over 16 years and was making big changes during my time with them, so it was fun to have an experienced company trying new things, building and growing.

Managed our Customer Experience team. We handled inbound, outbound, chat, and email tickets through Zendesk
Sourced candidates for our Customer Success Agent roles as well as reviewing resumes, scheduling and interviewing, as well as organizing final interviews
Trained each new team member as we were a smaller team and cater it to each individuals' needs
Ran daily, weekly, and monthly reporting(mostly through Insights/Gooddata) on KPIs to share with the company 
Forecasted and arranged schedules based on volume through our different channels
Managed our Knowledge Base system both public facing and internal, iterating on older versions to keep them relevant as well as creating new content based on our most common customer request types
Updated 200+ Articles to prepare for a new website launch, updating verbiage, Brand voice, and updating links to the correct pages

With the growing team I also worked on:
Creating a training process that is self-paced for individuals added to the team
Building a Quality Assurance form to hold my team members accountable and to ensure our members get the best service possible
Creating an attendance policy that is right for the culture we hire for
Creating reporting on additional metrics that are not currently tracked as well as benchmarking based on COPC Standards

Customer Experience Manager

Thumbtack

Led our office wide recognition efforts in TSL (September 2015-March 2016)
Interviewed 120+ candidates 
Completed COPC Training June 2015
Collaborated with a team of leaders in Salt Lake and San Francisco to develop a weekly All Thumbs meeting in Salt Lake
Helped develop and implement the new balanced scorecard after identifying flaws in the current performance measurement tool
Mentor in the Thumbtack Women’s Mentor Program
Referrer of 6 who are in leadership roles

Inbound Support Manager

Manage a leadership team of 10+ leaders
Manage team of 80+ agents overseas in Philippines
Reorganize org structure to best accommodate our email contacts
Deflect email contacts to our less expensive chat/text and help center channels

Global Email Manager

Oversaw 10 classes with 210+ agents while managing an inbound support team
Mentored 3 different training assistants to conduct daily training 
Utilized specialized skills of 15+ inbound support agents to help teach different topics
Evaluated current training material and iterated before each new class
Interviewed 15+ candidates for a full time Training Manager position

Interim Training Manager

Recruited in the first ever class of the Thumbtack Customer Support Operation in SLC
Employee # 6 of a Google & Sequoia backed Tech Startup company
Led the largest team of 18 agents 
Handled 5+ escalated issues weekly
Balanced training and team leader responsibilities through delegation 
Completed introduction to Six Sigma and Kaizen in San Francisco hosted by James Hwang

Team Leader

Marriott Vacations Worldwide Corporation

I worked in an entry level position as a team leader which meant that all new associates came through my department. I helped the new associates after they completed training and continued to help them grow and develop as well as keeping my more tenured associates focused and motivated.

I ran daily reports and sent them out to my team so they always knew where they were with their stats. Motivated the team to sell travel insurance to Marriott Owners.

Randomly monitored phone calls to ensure that the best customer service was being provided by each associate on my team as well as coaching them to continuously improve.

Helping high performers prepare for their first leadership role

Currently running cohorts for my Future Leaders Program through Growvio. Helping to prepare entry level team members for their first leadership role. 

When companies invest in their employees before they have the word "leader" in their title, you'll see the positive impact of employee engagement, improved company culture, and empowerment from these team members to have clearer direction and a career path to work towards. 

My passion is to help support the people in the gap between getting hired and trained ------> to getting promoted into their first leadership role.

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