Manager with 9+ years experience building teams in small business growth, customer service, compliance, and the arts


2014 - 2017 

Manager, Trust & Safety

Etsy | Brooklyn, NY  

Built and managed a highly skilled team that reviewed over one million users for policy compliance while responsibly growing, promoting, and protecting Etsy services

  • Maintained positive customer satisfaction, managing hundreds of daily support requests, developed service level agreements, met KPI’s, and removed users for policy violations
  • Scaled the team to meet increases in volume, including hiring new specialists, coaching, professional development, delegation, promotions, and PIP’s/terminations
  • Worked with engineering teams to develop methods to decrease support volume including bulk actions, better data collection, internal tool improvements, and product updates
  • Developed the policy definitions of Design, Transparency, and values aligned manufacturing on Etsy, including directing enforcement methods, communication, and public education  
  • Scaled both the size and process of my team to keep up with the growing Etsy market and seasonal fluctuations in volume
  • Through process improvement I reduced team headcount needs by 50%, user wait time by 85%, and increased user adoption of gated services by 20%

2011-2014

Project Manager

City of Philadelphia Mural Arts Program | Philadelphia, PA

Managed a diverse portfolio of projects and programs ranging from traditional public art projects to multi-year participatory art programs in mental health facilities and public schools

  • Was responsible for organizing RFP’s and selection committees, budget management, building and directing project teams, community meetings, scheduling, negotiating contracts, fabrication, and installation
  • Streamlined and standardized project management best practices, including day-to-day management principles, training staff to use project management software and budget tracking
  • Completed over 25 large scale projects including murals, sculptures, performances, exhibitions, and publications
  • Responsible for all project related events, including dedications, participatory art, community meetings and workshops ranging from 20-500 attendees
  • Collaborated on an inventive public art approach to public health, resulting in a program replication manual created in collaboration with Yale School of Medicine   

  • Cofounded Ash & Anchor LLC, an internet based accessories and home goods line centered on unique and bold patterned textiles
  • Researched, developed, and implemented efficient and cost effective manufacturing methods
  • Experimented and created innovative advertising plans.
  • Maintained overall brand style through photography and graphic design

2011-Present

Cofounder 

Ash & Anchor, LLC. | Hudson, NY


Managed a variety of programs and projects including a contemporary gallery space, studio spaces, community education programs, public art projects, and creative public programming

  • Assisted the promotion team on large scale city run festivals and events including Artscape, America’s largest free arts festival

2009-2011

Project Manager

The Baltimore Office of Promotion & The Arts | Baltimore, MD


2006-2008

Organizational Advisor

United States Peace Corps | Jamaica

Helped establish a nonprofit organization combating human trafficking. Implemented new organizational strategies, developed day-to-day operations, and trained staff in organizational management

  • Worked closely with community organizations/members to lead successful outreach, workshops, and projects

2010 | Master of Fine Arts | Maryland Institute College of Art | Photographic & Electronic Media

2009 | College Teaching Certificate | Maryland Institute College of Art | College Teaching of Art

2005 | Bachelor of Science | Towson University | Visual Communications

Education


Writing Sample