Emily Tesoro

· Bridge and manage customer expectations by partnering with engineering, business development, external vendors, and all relevant internal teams on program execution and risks · Recalibrate customer roadmaps and timelines by uncovering additional stakeholder needs and gaps in operational processes · Pinpoint and resolve fragmented steps within operational processes by collaborating with all involved cross functional teams, documenting best practices, and implementing new solutions Project Manager 1 · Drive end-to-end execution of multiple projects by establishing project plans based on milestones and dates derived from customer and product requirements, and facilitating scoping exercises with essential cross-functional team members · Mitigate risks throughout project execution for an extensive pipeline of up to 1000+ tickets, by proactively tracking progress and partnering with cross-functional leads and management to create solutions and deescalate issues · Manage internal and external stakeholders’ expectations by facilitating recurring touchpoints comprised of status reviews, timeline execution, reporting, etc.

· Managed projects and daily tasks through execution by tracking deliverables, due dates, status and overall progress by utilizing an internal project management tool called Hello, and collaborating with the team · Partnered with internal teams, cellular carriers, shipping companies, security, and mall management to create an end-to-end project plan for new product launches centered around the customer experience · Iteratively improved best practices and customer experience by utilizing internal NPS tool, proactively sharing successful interactions and strategies as well as areas of opportunity and recommendations to mitigate negative experiences; currently hold a 100% Net Promoter Score from customers and co-workers · Served as subject matter expert for customers on all Apple products with extensive knowledge in iPhone (AT&T, Sprint, T-Mobile, Verizon, etc.) and AppleCare, while providing custom end-to-end solutions including supplemental protection, training, etc.

· Developed a vision and strategy to onboard a third-party delivery service by conducting market research and vendor analysis, aligned stakeholders, gathered requirements and created a project plan, coordinated with team and the selected vendor on execution, integrated prerequisite technology, and trained staff · Optimized order fulfillment process by identifying inefficiency gaps, triaged inputs and outputs of all system components, and resolved gap by implementing an organized process that integrated with the existing POS system · Led a team of 15 employees to comply with government-enforced COVID-19 regulations by collecting the latest food industry requirements, devised a deployment plan, communicated changes and impact to the business, and implemented new processes to improve daily operations · Increased profit margin by identifying areas of opportunity within product offering, adjusted prices accordingly, and fine-tuned inventory and future reoccurring purchases · Served as training subject matter expert by creating documentation, updated materials as state and local standards and regulations evolved, and facilitated onboarding with employees

· Managed a project to transition all department functions to offshore team by defining and documenting the process intervention role and best practices, created job aid materials, conducted weeks of training, and measured proficiency based on requirements and metrics · Facilitated collaboration with other business units to meet strict deadlines, served as a subject matter expert for systematic reports and procedures · Identified areas of improvement and implemented streamlined processes by eliminating redundant reports · Performed quality assurance and proactively evaluated trends to streamline current processes, identified areas of improvement, and mitigated risk while reducing cost

· Collaborated with cross-functional teams including risk underwriters, financial advisors, and producers to ensure all existing and proposed policies are implemented timely and efficiently · Reviewed cases to ensure exceptions were viable before manager approval · Responded to 250 policy inquiries per week to deescalate and resolve administrative and complex issues · Analyzed, updated, and maintained 10 transactional reports weekly for discrepancies in confidential client information

- Providing superior support and customer service with compassion, excellence and reliability. Build strong relationships and effectively communicating with clients, referral sources, payors and field staff. - Supervise and manage field employees, document client and employee inquires and requests. Manage and increase caseload, monitor fiscal metrics, coordinating client service and resolve emergent scheduling issues.

- Generated daily content for several social media outlets - Create and distribute promotional material for internal and external use - Organized hospital events, including scheduling speaking engagements and collaborating with the media for press conferences and organizational events

- Provided exceptional customer service and promoted new merchandise - Assessed customer needs to provide options and followed up on their latest purchases - Processed inventory and devised a visual store plan to be executed with staff

- Delegated tasks to associates, staffed projects, tracked progress and provided regular updates to managers - Consistently increased monthly sales by 10%, exceeding store goals, ranking Top 10 in sales nationally - Ensured all visual aspects of the store complied with corporate standard

Relevant Coursework: Marketing, IST, Communications, Accounting, Management, Media Studies