Behavioral CX & Conversion Strategist (Independent Consulting) at Alor Intelligence

Developed a behavioral CX audit methodology to diagnose customer and operational friction limiting conversion, retention, and revenue. Designed standardized audit deliverables, implementation roadmaps, and ROI prioritization frameworks for founder-led DTC and SaaS businesses.

Business Operations & Customer Experience Manager at Veerah Public Benefit Corp.

Led and owned cross-functional initiatives across CX, logistics, CRM, and e-commerce as a strategic operator in a founder-led environment with direct accountability to the CEO and CBO. Built and owned operational KPI tracking and delivered weekly strategic briefs synthesizing qualitative and quantitative insights into prioritized growth recommendations. Owned CX initiatives contributing about 10% of total company revenue, and reduced product returns by 36% (Year 1) and 45% (Year 2) through end-to-end root-cause analysis and operational improvements. Managed a 134-client book, developed multi-touch retention programs (email, reviews, referrals, segmentation), and drove +700% UGC, +47% reviews, +150% discount redemptions, and +43.75% referral sign-ups. Directed 3PL and logistics operations, designed inventory reconciliation/variance analysis spanning studio, warehouse, and vendor systems, and recovered about $6K in fulfillment credits. Documented workflows into SOPs/playbooks and led Sho

Operations / Customer Experience Manager at VEERAH

Drove measurable revenue impact, contributing ~10% of company revenue by operationalizing lifecycle automation and high-touch clienteling workflows. · Built and executed a multi-touch lifecycle and community system (email, social, reviews, referrals), driving retention outcomes: +47% reviews, +150% discount redemptions, +700% UGC, and +43.75% referral sign-ups. · Executed and coordinated social collaborations end-to-end, driving measurable profile actions (profile visits, follows, link taps) and expanding reach beyond the existing follower base. · Authored blog content that strengthened brand awareness, consistently bringing in active users and engaged readers. · Managed product inventory and Shopify backend operations, ensuring accurate stock levels and timely order fulfillment. · Managed D2C Customer Experience (CX) operations, resolving high-touch inquiries with brand-aligned communication to drive customer lifetime value (LTV) and long-term retention · Spearheaded operational KPI tracking, delivering weekly strategic briefings to the CEO and CBO to drive data-informed decision-making and prioritize growth initiatives. · Optimized end-to-end logistics and supply chain workflows by managing 3PL partnerships and in-house fulfillment, ensuring peak delivery precision. · Coordinated PR and stylist product pulls, aligning timelines and inventory availability to support press placements and brand consistency. · Represented the brand as a key ambassador at high-impact industry events, deepening community relationships and driving brand loyalty through direct, high-touch engagement. · Tech stack: Shopify, Klaviyo, CRM tools, Google Analytics, Excel, Canva, Slack, Notion, and third-party ecommerce apps.

Administrative Assistant / Office Manager at HealthyWealthy&Wise Medical PC

Supported retention and revenue growth for a subscription-based affordability program by increasing subscription growth by 38.5% through retention optimization and data-driven patient journey design. Built behavioral conversion infrastructure for the patient acquisition funnel, improving lead-to-patient conversion to 24.4% and achieving a 35% improvement over an 18% baseline. Maintained program stability through COVID-19, achieving 47% net growth and reaching the highest historical enrollment level. Monitored and analyzed practice performance metrics with weekly/monthly reporting to highlight trends and areas for improvement. Managed people and operations including organizing daily workflows, managed a team of 5+, and led an offshore virtual assistant team of two by overseeing workflows, priorities, performance, and day-to-day execution. Coordinated vendors and external partners as the main liaison to ensure clear communication and smooth collaboration.

Administrative Assistant / Office Manager at HEALTHY WEALTHY & WISE MEDICAL PC

· Managed EHR/EMR systems · enhanced office operations, and handled calendar management for 5+ staff. · Produced weekly/monthly performance reports · coordinated office events and budgets, maintained inventory, and oversaw vendor relations. · Assisted with patient intake, insurance verification, and front-desk duties · Trained and supervised 3+ staff members. Ensured smooth administrative processes and policy adherence.

Sales Associate / Office Assistant at Bed Bath & Beyond

Delivered personalized customer service, promoted promotions and store policies, and supported order processing and inventory control. Greeted customers, assisted with product selection, and managed internal communications. Provided onboarding support for new hires and handled multi-line phone duties to maintain efficient store operations.