• Led and coordinated two operational teams (Central LAN Support and Remote Ops) totaling 11 agents, delivering technical support and service continuity for over 1,800 NYC Public School employees across multiple sites..

• Collaborated with senior leadership to define and implement quality assurance frameworks, standardizing call-handling procedures and documentation through customized templates that improved team efficiency and customer satisfaction by 70%.

• Delivered ATS software training across schools, boosting adoption and reducing escalations by 45% through targeted stakeholder engagement.

• Oversaw user access workflows, coordinating cross-functional reviews and ensuring compliance with security protocols.

• Managed over 6,000 ServiceNow tickets while utilizing Power BI to conduct data-driven performance analysis, identify SLA risks, and generate continuous improvement reports for service delivery optimization - leading to an 80% reduction in missed SLAs.

• Led QA testing and iteration planning for Eureka AI chatbot; translated user feedback into actionable development insights.

• Delivered tailored math and science instruction to K–College students; selected from a competitive 7% applicant pool and assigned to high-priority clients.

• Reported directly to the Head of Growth, generating performance reports and implement student success strategies, aligning with key retention metrics and growth initiatives.

• Collaborated with the marketing team to identify and expand user personas in virtual learning markets, contributing to the scaling of remote service delivery models.

• Developed and iterated individualized learning plans based on qualitative feedback and academic performance data, supporting long-term student engagement and outcome improvement.