beekeeper

Oversaw high-volume client communication across three inboxes, resolving 200+ weekly inquiries with 98% accuracy, ensuring consistent messaging across teams and improving response efficiency. Coordinated onboarding and ongoing service delivery for 240+ monthly client projects using Acuity, Dubsado, and workflow tracking systems, ensuring deadlines were met and client expectations were achieved. Managed client relationships by delivering timely follow-ups, anticipating needs, and resolving issues early, reducing escalation rates and improving overall customer experience. Developed and maintained SOPs, tracked weekly KPIs, and generated performance reports that provided visibility into client trends, service quality, and operational efficiency. Executed targeted email engagement campaigns across a 20,000+ client database, contributing to increased sales and improved client participation during sale periods. Managed client experience across workshops and 100,000+ online community members, addressing feedback and reviews while identifying trends to improve satisfaction and retention. Collaborated with marketing, sales, and service delivery teams to streamline workflows and ensure alignment in delivering consistent client outcomes. Supported hiring, onboarding, and training of new team members, contributing to performance tracking initiatives that linked team output to client satisfaction.

Oversaw program adoption across mental wellness initiatives, designing outreach campaigns and mentorship experiences that engaged 100+ participants and strengthened satisfaction, trust, and community retention. Elevated engagement and organizational experience, leading strategy and scheduling across platforms to deepen audience interaction and reinforce credibility. Expanded client ecosystem and partnership value, structuring communications and proposals that secured funding and onboarded new partners, increasing service reach and long-term engagement opportunities. Operationalized program delivery and performance visibility, managing bi-monthly briefs, budgets, and workflows from planning through execution to enhance campaign effectiveness and stakeholder alignment. Cultivated partnerships across NGOs, community groups, and government entities, integrating global (UN) frameworks to amplify program relevance and position the organization as a trusted, client-centered authority.

Optimized talent acquisition and team readiness, leading a hiring cycle that filled 10+ roles, evaluating 50+ candidates, and developing interview frameworks that upheld hiring quality and team performance standards. Executed decision-making and stakeholder alignment, developing internal and external communications, including CEO briefings, reducing delays, and improving organizational responsiveness to client needs. Scaled onboarding and customer engagement, structuring training programs for 20+ employees, embedding standardized client interaction protocols, and recurring performance reviews that improved service quality. Enhanced operational transparency and reporting accuracy, managing centralized payroll documentation and monthly financial reporting systems that streamlined internal workflows and strengthened audit readiness.