Bookings Support Lead at Fora Travel (2025-06 – Present)
- Manages a team of support specialists, both onshore and offshore, developing onboarding processes and providing ongoing feedback and performance coaching.
- Collaborates on AI-powered ticket categorization using Intercom's native AI and workflow tools to enable automatic tagging.
- Analyzes ticket trends with Engineering to surface platform gaps and prioritize fixes.
- QAs and iterates AI/chatbot intents for booking topics, refining prompts and flows to improve accuracy and deflection rates.
- Maintains SOP documentation and an advisor-facing knowledge base to boost self-serve resolution and consistency.
- Coordinates with tech vendors and hotel partners to unblock sync issues and enable successful bookings.
Barista & Hospitality Lead at Balancero (2024-06 – 2025-06)
- Plans and executes in-store events and promotions, aligning activations with brand messaging to deepen customer engagement.
- Creates an end-to-end guest experience, cultivating a welcoming environment that drives community, retention, and repeat visits.
- Implemented efficient workflow strategies ti maintain high-volume service standards while preserving quality, prioritized drink sequencing based on preparation complexity.
- Managed inventory, POS systems, and vendor relationships to maintain operational efficiency
Product Marketing and Support Specialist at Via Inc. (2023-01 – 2024-06)
- Built and automated custom Looker dashboards for 20+ partners to track key operational metrics (ridership, retention, seat availability); translated raw data into actionable insights that informed strategic decision-making and optimization priorities
- Developed and executed data-driven email marketing campaigns using MailChimp; designed promotional codes for specific rider segments and days, tracked biweekly performance metrics, and optimized campaigns based on usage patterns to drive ridership and retention
- Provided technical support and strategic guidance to 20+ partners across product configuration, system troubleshooting, and detailed reporting; aligned with internal Product and Engineering teams to document and resolve technical issues supported team growth by dedicating resources to new hire onboarding and training programs
IT Support Specialist at Ro (2020-08 – 2022-05)
- Coordinated cross-functional event infrastructure; collaborated with HR and department-specific teams to plan and execute seamless office event experiences, including technology setup (screens, charging, remote access capabilities, microphone management, cable infrastructure) and real-time technical support during events.
- Managed 250+ IT support tickets monthly, reducing average resolution time by 15% through process optimization and proactive issue resolution.
- Coordinated integration of 12 new internal applications and services across the company, meeting all project deadlines within a 6-month window.
- Collaborated with HR to streamline employee onboarding workflows, ensuring timely equipment procurement and account set-up that facilitated smooth transitions.
Member Experience Lead at Ro (2018-06 – 2020-08)
- Scaled member experience team from 5 to 15 coordinators in 3 months through structured onboarding programs; implemented shadowing protocols, clear performance ramps (9 tickets/hour → 11 tickets/hour within 30 days), and multi-tiered expectations to ensure consistency during rapid growth.
- Partnered with the marketing team to build promotional calendars and analyzed member feedback to understand trust and credibility signals; worked collaboratively to refine promotion copy based on actual member sentiment, ensuring messaging resonated with audience and informed marketing strategy.
- Developed member-facing knowledge base and self-service resources, reducing support requests by 30% through enhanced discoverability and empowering members to resolve common issues independently.
- Implemented new customer-facing phone system, achieving 6-second decrease in average call time within 2 months
- Led recruitment and hiring efforts, sourcing and interviewing 15+ applicants weekly while partnering with HR to build cohesive team culture.
- Maintained positive brand image across social channels through tailored member communications.
Account Executive at Yelp (2017-05 – 2018-05)
- Exceeded monthly quota of $5,000 for 12 consecutive months through consistent prospecting, pipeline management, and full-cycle sales execution
- Managed personal book of business and maintained disciplined outreach cadence (±85 dials daily) to sustain pipeline and close deals
