Manager of Messaging Operations - Springbig - Boca Raton, FL
(2024-03 - 2026-06)
- Manage inventory, allocation, and performance of company-issued messaging numbers, ensuring high availability and operational reliability for merchant communications.
- Managed product roadmap prioritization and ticket workflows, ensuring timely deployments aligned with strategic product enhancements and business objectives.
- Oversaw messaging deliverability across 700+ customer accounts, implementing optimization strategies to improve campaign performance and engagement.
- Lead the deployment and development of new messaging technologies while ensuring scalability, compliance, and customer value.
- Provide expert-level guidance on SMS/MMS deliverability, compliance, and troubleshooting through consultations and detailed technical support.
- Collaborate with product and engineering teams to improve messaging functionality and enhance user experience.
- Prepare and present operational performance reports to senior leadership, identifying trends, KPIs, and process improvement opportunities.
- Successfully managed the manual migration of 600+ customers to 10DLC-compliant texting platforms.
- Maintained a 97% deliverability rate within highly regulated industries.
- Increased merchant engagement rates by 5–15% through the development of targeted multi-channel marketing strategies.
- Managed MMS image content reviews and notification compliance to ensure adherence to carrier and industry standards.
- Managed SMS template content to ensure compliance and adhere to carrier standards.
Campaign Operations Coordinator - Springbig - Boca Raton, FL
(2023-12 - 2024-03)
- Monitored and optimized text message delivery metrics for 650+ merchants across the United States, Canada, and Puerto Rico.
- Implemented deliverability improvements and communicated account performance updates directly to clients.
- Led multi-channel marketing campaigns focused on increasing engagement, brand awareness, and revenue growth.
- Analyzed campaign performance data and presented actionable insights to senior leadership.
- Utilized analytics tools to monitor KPIs, identify optimization opportunities, and improve campaign performance.
- Served as a subject matter expert in SMS and email deliverability, supporting both clients and internal teams.
Project Manager - CS Implementation & Development - Springbig - Boca Raton, FL
(2023-10 - 2023-12)
- Led onboarding and implementation initiatives for new clients, ensuring seamless integration with Springbig's platform.
- Collaborated with cross-functional teams to deliver customized onboarding experiences tailored to client requirements.
- Coordinated software integrations with POS and eCommerce systems.
- Conducted client training sessions to improve product adoption and operational efficiency.
- Identified opportunities for improved deliverability through detailed performance and data analysis.
- Supported revenue growth through strategic cross-selling of additional software solutions.
Client Success Manager - Springbig - Boca Raton, FL
(2022-09 - 2023-10)
- Managed a portfolio of key client accounts, ensuring high levels of customer satisfaction and long-term retention.
- Conducted recurring business reviews to evaluate performance metrics, gather feedback, and identify growth opportunities.
- Built long-term client relationships through strategic consultation and solution-oriented communication.
- Delivered product training sessions focused on feature adoption and best practices.
- Successfully upgraded 38 clients to expanded software packages, increasing annual recurring revenue (ARR).
- Managed billing adjustments and customer refund communications when necessary.
Junior Client Success Manager - Springbig - Boca Raton, FL
(2022-06 - 2022-09)
- Served as the primary point of contact for client support and account-related inquiries.
- Maintained strong client relationships through proactive communication and issue resolution.
- Educated clients on platform features, updates, and best practices to maximize product utilization.
- Coordinated with internal departments to resolve technical and operational concerns efficiently.
Grocery Manager - Safeway - Auburn, WA
(2022-01 - 2022-05)
- Oversaw operations for Grocery, Dairy, Frozen, General Merchandise, and Night Crew departments, managing a team of 25–30 employees.
- Maintained compliance with corporate operational, cleanliness, and merchandising standards.
- Managed departmental scheduling, labor allocation, and grocery inventory systems.
- Ensured timely ordering and inventory accuracy to maintain operational efficiency and product availability.
Merchandising Supervisor - Swire Coca-Cola - Bellevue, WA
(2021-09 - 2022-01)
- Supervised a team of up to 24 union employees across 64 merchandising accounts, including 24 enterprise-level locations.
- Managed payroll submissions, scheduling, and daily operational oversight.
- Built and maintained strong relationships with store leadership and account managers to support sales growth and merchandising success.
- Promoted a safe, productive, and performance-focused work environment through effective leadership and communication.
Large Store Account Manager - Swire Coca-Cola - Bellevue, WA
(2020-03 - 2021-09)
- Managed inventory performance and merchandising execution across multiple major retail accounts.
- Strengthened account relationships that resulted in permanent cooler fixture placements and expanded display opportunities.
- Drove measurable account growth through consistent merchandising excellence and customer relationship management.
Merchandiser - Swire Coca-Cola - Bellevue, WA
(2019-10 - 2020-03)
- Maintained inventory levels and product presentation standards across assigned retail accounts.
- Delivered strong customer service and communicated store needs to internal teams to support account growth.
Dairy Manager - Safeway - Federal Way, WA
(2018-11 - 2019-10)
Night Crew Relief Manager - Safeway - Federal Way, WA
(2018-08 - 2018-11)
Front End Cashier - Safeway - Federal Way, WA
(2017-04 - 2018-08)
Helper Clerk - Safeway - Federal Way, WA
(2016-05 - 2017-04)
Courtesy Clerk - Safeway - Federal Way, WA
(2016-03 - 2016-05)
