Leader with a track record of success in translating high volumes of data into powerful new solutions aligned with the unique challenges and goals of each customer. Highly skilled in building and leading skilled teams of professionals throughout the end-to-end project lifecycle while remediating encountered roadblocks. Comprehensive experience in building positive, lasting relationships with customers to maximize retention.
Oversaw all aspects of the ‘voice of customer’ pipeline for integration-focused product teams to ensure the delivery of new product features and enhancements which fully aligned with all customer needs. Spearheaded the end-to-end completion of projects essential for slashing costs and resources while increasing efficiency. Attended multiple conferences including QuickBooks Connect, Shoptalk Vegas, and Black Women Talk Tech and selected as the Employee Engagement lead for AfroTech 2022/2023.
Resolved an issue regarding inaccurate revenue totals for e-commerce integrations (causing inaccurate and abandoned dashboards) by completely overhauling and restoring e-commerce integration users to restore trust in the largest and most profitable customer segment of the platform.
Presented a business case (featuring a user story and revenue data points) to prioritize updating the Google Analytics Integration to new Google standards during the sunsetting of a Google Analytics integration.
Avoided the churn of millions of users to maximize revenue retention during the integration shift.
Enabled onboarding specialists to guide new users during the setup flow to connect e-commerce and non-e-commerce integrations as the creator of a new, automatically updated wiki space.
Slashed turnaround time for addressing bugs and feature requests while allowing scalability around multiple products by automating the voice of customer feedback loop through the creation of a new label system.
Achieved a customer satisfaction score of 90%+ by focusing on fulfilling customer needs using data-driven strategies and powerful new solutions.
Partnered with multiple SaaS tech partners (including Shopify, Stripe, Square, Squarespace Commerce, Salesforce, Meta, and Google) during the launch of 100+ e-commerce and non-ecommerce integrations.
Influenced the creation and launch of a Wix integration using voice of the customer data.
Demonstrated continued success as the leader of end-to-end, multi-million-dollar project lifecycles from initial project planning to execution, and close. Defined milestones and priorities aligned with the requirements of each project.
Directed the completion of an $18M project involving the installation of a new video security system for MARTA vehicles which directly resulted in a 95% increase in rate of crime solvability.
Recovered and led the on-time completion of an underperforming project using new process improvements.
Led concurrent projects (with a combined revenue of $7M+) for major organizations including New York City Transit, New Jersey Transit, and Capital Metropolitan Transportation Authority – Austin.
Leveraged leadership and project management experience as the leader of multiple project lifecycles which were essential for improving the user experience, accessibility, and government transparency.
Increased user experience and accessibility for citizens of Georgia by rolling out the Department of Driver Services website and a Consumer Ed website.
Supported data-driven content and statewide transparency as the creator of The Governor’s Office of Student Achievement Georgia School Grades Reports and data.georgia.gov.
Achieved new increases in business development and visibility by crafting content and strategies for driving traffic to the site and store. Focused on future growth and return on investment while researching emerging technologies.
Oversaw the creation of original content for internal (Drupal 6) and external websites, social media outlets, and multiple digital media platforms to increase visibility and reach in the market.
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