Experience

Ellumen, Inc.

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Software Developer

  • Apr 2021 - Present

  ● Authorized with Public Trust Security Clearance with the DHA. ● Maintain all development needs for two web portals for the VA, creating new features, responding to all client requests, and overseeing twice-a-week deployments. ● Currently refactoring both web portals mentioned above into TypeScript. ● Consult with cross-functional teams — compliance, technical writing, content creation — to generate comprehensive solutions for a variety of Veteran Affairs needs. ● Introduce and standardize modern 508 / a11y compliance into legacy government software. Show less



R Creative

• United States
• Advertising Services
• 1 - 100 Employee

• Web Developer

  • Jul 2020 - Apr 2021

  ● Engineered all unique JavaScript applications and deployed as stand-alone PWAs or integrated into CMS platforms. ● Enlivened front-end platforms with tailor-made designs to account for each customer’s personal needs, tastes, and styles. ● Reinvigorated website themes and content to magnify discoverability, impressions, and revenue. ● Forward-facing with clients, routinely communicating deadlines and consulting with them about vision, expectations, progress. ● Engineered all unique JavaScript applications and deployed as stand-alone PWAs or integrated into CMS platforms. ● Enlivened front-end platforms with tailor-made designs to account for each customer’s personal needs, tastes, and styles. ● Reinvigorated website themes and content to magnify discoverability, impressions, and revenue. ● Forward-facing with clients, routinely communicating deadlines and consulting with them about vision, expectations, progress.



Thinkful

• United States
• E-Learning Providers
• 300 - 400 Employee

• Software Engineering Student (Fullstack Web Development)

  • Jan 2020 - Aug 2020



Valet Living

• United States
• Real Estate
• 700 & Above Employee

• REGIONAL OPERATIONS MANAGER / DISTRICT MANAGER

  • Sep 2019 - Jan 2020

  Hired to provide strategic direction to the organization with tactical planning and execution. Within this role: • Capitalize on the available opportunities with the implementation of marketing strategies for client acquisition and retention. • Spearhead operational process improvement strategies with constant evaluation and optimization. • Orchestrate marketing strategy implementation focused on customer acquisition. • Foster credible long-term client relationships to achieve customer retention. • Build high performing teams with highly effective hiring, rehiring and recruitment strategies for achieving excellence in customer service delivery Key Achievements • Overhauled the turnaround of an over-spending region into one with 10% labor budget savings by establishing new operational structure. • Revamped business operations resulting in turnaround of 2 districts (32 sites) with 32 contracts in total. • Recruited teams across 15+ sites in Georgia. Show less



Merchants Preferred

• United States
• Financial Services
• 1 - 100 Employee

• DEALER SUPPORT SUPERVISOR (UNDERWRITING)

  • Oct 2017 - Jul 2019

  Developed training and brought world-class customer service standards to a call-center environment Within this role: • Leveraged strategic analytical and negotiation skills in delivering thorough investigations of fraud scams and deliver profitable solutions. • Provided oversight to the underwriters accountable for review of customer financial data for loan sanctions. • Steered teams for effective delivery of customer service with tactical and thorough management of iconic call queue times. • Mentored team members with self-reflective coaching and autonomy, and regular monitoring of employee performance. • Aided nationwide sales-reps in enforcing appropriate action plans on the stores that underperformed or breached contracts. Key Achievements • Executed in the investigation of widespread fraud rings and store scams; exposed $40k till date. • Engineered service-level audits in closing the sale with two of the largest accounts by accomplishing team engagement, productivity, and enhanced customer service levels with a few months. Show less



Merlin Entertainments

• United Kingdom
• Entertainment
• 700 & Above Employee

• Operations Manager at LEGOLAND Discovery Center Atlanta

  • Feb 2016 - May 2017

  Increased customer satisfaction as measured by TripAdvisor and employee engagement measured by internal surveysWithin this role• Revitalized operational structure with evaluation of training needs to achieve process improvements and drive customer service excellence. • Spearheaded staff consisting of 5 department heads, with a team size of 70-100, providing training in team performance management, as well as in charting career paths for the employees. • Delivered in P&L statement analysis to address inconsistencies, shortages, budget allocations, etc. • Leveraged personnel management expertise in the implementation of employee engagement strategies. •Executed the design and rollout of large-scale recruiting strategies comprising >100 interviews a day across 3 sites nationwide. •Achieved consistent employee engagement scores of 96-100% across six teams throughout career. •Handled a labor budget of $1.5 million. Show less

• Management Graduate

  • Aug 2014 - Feb 2016

  Promoted to assume the role of traveling to three sites to build experience in all areas of business -- from leadership to finance. Within this role:• Completed the third assignment as Operations Manager at Blackpool Tower in the UK, one of the world's oldest attractions. • Applied the American-styled management techniques to a different culture resulting in comprehensive learning.Prior to this, supervised & co-managed a team of 50-60 hosts, four team leaders, and eight SCUBA Divers, building the team from the ground up for a triple-grand opening of a new cluster site. Also served as an interim manager for the Head of Operations, Facilities Manager, and Events Coordinator. Show less

• Admissions & Photo Supervisor

  • Mar 2012 - Aug 2014

  Directed team to lead top of sales for up-sells in secondary spendsWithin this role• Directed two teams of 8-10 hosts, accountable for delivery of world-class customer service and accomplish ambitious up-selling goals. • Executed in maintaining a proper balance between the Operations and Commercial wings of the business to exceed revenue targets and ensure best guest experience. Key Achievements• Held the 1st place record across the brand in Admissions up-sells for most of 2013-2014.• Awarded the CEO Award for Outstanding Contribution in 2013. Show less