Maisha Billingsley

• Trained customer experience team to implement and manage infrastructure for several strategic initiatives within 1st year of employment (promoted 5 months after start date)
• Built, refined and documented customer experience processes for an optimized customer journey from onboarding of employees through client onboarding and retention efforts
• Established data visualization and process improvement maps within CRM.
• Ran implementation of the organization's first omni-channel help desk solution and targeted ticketing system. Created and monitored various metrics/KPIs against end user SLAs.
• Creation of in platform dual chat bot functions for both clients and end-users targeted strategically to reduce ticket wait times by double.
• Conducted full business unit audits of company CRM (Marketing, Sales, Administrative Ops, Tech, Client Success, Customer Support) to assess cost reduction initiatives. Worked cross departmentally to enhance product adoption across multiple integrations by working with in-house Product Managers and CRM product managers; reducing scope of prior consulting work.
• Mapped and contributed to strategic planning discussions by providing expert guidance on industry standard best practices for SaaS companies
• Built strong relationships with Client Success Managers and Client Success Associates to support end-to-end data collection to enhance user experience
• Revamped and ran monthly Zoom webinars to quantify product usage to over 5,000 platform users by expressing platform ROI through demos and organizational statistics.

At the heart of MOJO Consulting, founded during the pandemic's tumultuous beginning, is a dedication to helping small businesses and non-profit orgs not just survive, but flourish. I felt a personal calling to extend support. The passion for the consultancy lies in guiding small businesses and non-profits to navigate complexity, leverage their strengths, and achieve lasting success through strategic product alignment, automation and operational excellence. The company's approach harnesses cross-sector insights to empower clients to align their product suites with clear processes that optimize efficient practices, and bridge employee knowledge gaps.

• Oversaw daily operations, streamlining processes and implementing innovative solutions collaboratively with Shoppable's executive team.
• Worked directly with 20+ household brands (CPG, Beauty, Fashion, E-Grocery clients & merchants) to streamline & manage custom product initiatives for licensed out embeddable commerce solution.
• Managed revenue data and reporting for special client marketing initiatives with recurring revenue over $1M annually (Baby/Pharmacy Brands)
• Conducted weekly business team meetings and updated cross-departmental analytics
• Led end-to-end cross-functional teams for successful completion of ad-hoc projects and client deliverables.
• Developed and executed strategic plans and managed all team business operations data suite (Looker Studio) to achieve and track organizational goals and drive sustainable growth.
• Supported and monitored monthly revenue of $20K+ across all platform integrations with both national and international affiliate marketing networks and influencer partners (Impact.com, Amazon, Commission Junction, Awin, Rakuten)
• Conducted hiring and training across several support team roles within company's customer support department.

• Executed operational tasks related to revenue generation (affiliate marketing, billing, customer & merchant operations)
• Managed all-company analysis & data visualization projects (proficient in Google Data Studio, Google Analytics, PCI-compliant backend-UI data management, Excel, HubSpot)
• Identified inter-departmental workflow inefficiencies, defined standard operating procedures, and created various documentation to enhance daily operations
• Managed a team of strategic end-user support representatives to fill CPG client orders through 1000+ merchant websites.
• Conducted strategic research to implement and manage CRM platforms to support executive level process improvement initiatives
• Managed a variety of other ad-hoc tasks relative to supporting broader business needs
• Managed PEO/Payroll Processing for 10 employees using Just Works Hours
• Invoice & Reconciliation management for over 20 clients via Stripe.

• Oversaw all strategic and operational initiatives to support the organization's public policy fellowship programs, event management & daily operations
• Maintained both physical and digital CRM database of network of 20,000+ pertinent organizational contacts inclusive of donors and community partners throughout the state (Little Green Light & Constant Contact)
• Handled contact between CEO and alumni base of political officials, community leaders, educators, artists, foundation partners, business owners (1,000+)
• Designed & launched a variety of campaigns for events & organizational initiatives (Canva, Adobe)
• Handled manual accounts payable & invoice processing
• Consulted & managed event committees to plan large-scale networking, fundraising, and public-policy events
• Created a variety of programmatic content for Leadership Newark's Youth fellowship program
• Managed preparation & conduction of semi-monthly board meetings & materials
• Supported organization's accountant with annual audits
• Ran technical support for virtual platforms during the organization's first ever digital public policy event series.

• Handled strategic process & project redesign for customer care's operations department
• Completed and presented projects grounded in various methods of Lean Six Sigma principles
• Oversaw B2B account management of two national non-profit organizations, with a plethora of other high-level clients on the roster ($500K+ account)
• Managed a team of strategic operations representatives & worked alongside business intelligence & process improvement analysts to automate several functionalities within customer care
• Supported implementation of new ticketing platforms
• Coordinated events with local organizations to promote Hello Fresh
• Connected with regional/national couriers to streamline logistics communication for customer care & purchasers creating an automated process that defined the standard operating procedure for future initiatives.

• Played a key role in the successful launch of a new middle school campus during a summer internship, working directly with the Director of Operations.
• Provided essential operational support across 4 school campuses ( elementary- high school) streamlining clerical tasks and contributing to the coordination of strategic initiatives impacting students, staff, and parents.
• Took ownership of critical data management, ensuring accurate order form management, attendance records, and
• Worked alongside several campus office managers to manage accounts receivable/purchase orders and demonstrated expertise in state-level purchase order compliance.
• Assisted in the conduction of lesson plan template creation and departmental distribution.