Navigated the post-acquisition product wind-down, and supported the integration into the new product by exporting analytics, documenting APIs and supporting the customer success team to achieve 90% client retention rate.

Led, designed and drove implementation of a top-requested customization for companies with international employees who wanted to send value-appropriate rewards on a per-country basis and later became the Sales team’s greatest tool for closing new companies.

Proposed, designed and led the refactor of the user management system to integrate three disparate user creation processes into one integrated approach leading to an improvement in conversion rates due to fewer issues with sign up.

Addressed low team-morale by establishing retrospective meetings to provide an outlet for suggestions, observations and grievances so that vague tensions could be aired, discussed and translated into actionable tasks resulting in high-engagement conversations and sense of team ownership.

Built templates for Jira Issues to improve Customer Support ticket quality leading to 2x the number of issues getting resolved by engineers and 10% improvement to NPS.

Drove feature enhancement for reporting system, enabling drill-down functionality for administrators which used advanced SQL queries to handle complex data relationships.