Selected Wins and Spotlights

Transforming CX at Wefunder

• Built and led Wefunder’s first Customer Experience team from the ground up

• Implemented CRM automation (Front, HubSpot) to reduce response time by 42%

• Cut inbound support volume by 57% while maintaining CSAT above 90%

• Designed internal dashboards to track NPS, CSAT, and time-to-value

• Collaborated cross-functionally with Product, Engineering, and Compliance

Project Overview

Title: Wefunder Portfolio Page Redesign
Role: PM
Timeline: Q1 2025
Tools Used: Figma, FullStory, Notion, SQL, PowerBI
Team: Collaborated with BD, AM, Product, Engineering, and Compliance teams

TL;DR

Problem: Investors confused by portfolio → increased support volume.
Solution: Redesigned core page with new UI, logic, and messaging.
Result: 30% fewer support tickets + better investor experience.
Tools: Figma, FullStory, SQL, GitHub, Notion.

The Challenge

The existing portfolio page failed to clearly display investors' holdings and returns, and lacked user-friendly portfolio exploration features. This led to increased support tickets and user confusion. Our goal was to redesign the page to enhance clarity, reduce support queries, and improve overall user satisfaction.

Research & Insights

User Feedback: Analyzed support tickets and conducted user interviews to identify pain points.
Behavioral Analysis: Utilized FullStory to observe user interactions and identify areas of friction.
Data Analysis: Queried SQL databases to extract usage patterns and common user behaviors.

Solution & Execution

Design Collaboration: Worked closely with the design team using Figma to create intuitive layouts.
Content Strategy: Developed clear messaging and tooltips to guide users through their portfolio.
Technical Implementation: Coordinated with engineers via GitHub to implement changes efficiently.
Internal Documentation: Updated Notion with new workflows and guidelines for the support team.

Results & Impact

User Satisfaction: Investors reached out with overwhelmingly positive feedback about the new changes.
Support Reduction: Observed a 90%(!) decrease in related support tickets within the first month.
Engagement Metrics: Noticed a 26% increase in user engagement on the portfolio page.

Key Takeaways

Cross-Functional Collaboration: Emphasized the importance of working across departments to achieve cohesive results.
User-Centric Design: Reinforced the value of grounding design decisions in actual user behavior and feedback.
Continuous Improvement: Highlighted the need for ongoing analysis and iteration post-launch.

Old Portfolio

New Portfolio

Project Overview

Title: Wefunder Cash Page Redesign
Role: PM
Timeline: Q4 2024
Tools Used: Figma, FullStory, Notion, SQL, PowerBI
Team: Collaborated with BD, AM, Product, Engineering, and Compliance teams

TL;DR

Problem: Users couldn’t tell how much cash they had, what was pending, or why their balance wasn’t changing.
Solution: Rebuilt the Cash page UI and logic to separate pending vs. available funds, highlight reasons for delays, and eliminate ambiguity.
Result: 40% drop in cash-related support tickets. Users got transparency; our team got time back.
Tools: FullStory, SQL, Figma, GitHub, Notion.

The Problem

The original Cash page was a support magnet. Investors didn’t understand:
- Why their cash balance wasn’t updated
- What was “available” vs. “pending”
- Why funds weren’t instantly transferred after a request

This led to a flood of tickets that looked like:
- “Where’s my money?”
- “Why hasn’t my balance updated?”
- “It says I sold something, but I can’t withdraw?”

And because our system accounted for ACH timing, cancellations, and disbursement windows, even our internal team had trouble explaining it clearly.

The Fix

We redesigned the Cash page from the ground up to reflect:
Pending Funds → Clearly labeled, with status indicators and estimated availability
Available to Withdraw → Actual withdrawable balance, always accurate
Recent Activity → A new transaction ledger, showing deposits, withdrawals, and sales in a transparent timeline

We also added:
- Tooltips explaining fund holds and ACH delays
- Clear withdrawal initiation date
- Error messaging for failed transfers

The Outcome

Support Volume → Cash-related tickets dropped by 40% within one month of launch.
Investor Confidence → Users stopped guessing, and started trusting the system.
Internal Efficiency → Our CX team no longer needed to Slack ops or dig into backend tools to explain every cash status. Time-to-resolution improved dramatically.

Stepping Into People Ops Leadership

• Took on Head of People duties on top of original job

• Oversaw onboarding, employee experience, and team morale initiatives

• Drove clarity, continuity, and care in a moment of organizational change

Project Overview

Title: 2019 Award Winning Show
Location: Fairfield, OH
Role: Director & Visionary

The Mission:

To design, direct, and deliver a show choir program that honored the 50th anniversary of the moon landing, while pushing the limits of creative execution, team leadership, and student performance.

The Team:

- 54 student performers
- 18 instrumentalists
- 12 stage crew
- 35+ parent and community volunteers
- Nationally sourced choreographers, arrangers, and designers

My Role:

Everything. I led concept to curtain call.

• Wrote the show concept and music arc

  • In March 2018, the search for inspiration began for our 2019 show. While my mother was watching "Hidden Figures," I discovered that the upcoming 50th anniversary of the moon landing was approaching. Though space-themed shows weren't new, approaching it from a historical perspective was unique.

• Selected and collaborated with top arrangers across the country

  • Worked with arrangers in Burbank, CA; Nashville, TN; Clinton, MI; Lafayette, IN. I select elite arrangers nationwide and collaborate with them to align their arrangements with my creative vision, ensuring each adapted piece fits seamlessly into the show's narrative.

• Designed the costumes (down to the fabric choices in LA)

  • Met with my costume designer from Indianapolis, IN for a three-day intensive session to share my show concepts (she designs for all my shows, which was five teams at the time). After developing the costume drawings together, we flew to LA's garment district to select our fabrics. Throughout the year, I coordinated with her to ensure costuming stayed on track, with fittings scheduled strategically to meet our deadlines. Each student's costume cost approximately $800.

• Directed and programmed lighting

  • Worked with top lighting companies to acquire and maintain portable, road-ready lighting equipment. Spent two weeks designing lighting for all five shows, with this production requiring the most extensive programming.

• Taught all vocals and conducted rehearsals

  • Also bring in clinicians to reinforce concepts and improve our work. I collaborate with the clinicians to make sure that every detail comes across exactly as intended.

• Hired choreographers and tech director

  • Work with choreographers from Los Angeles, CA and Chicago, IL who transform my vision into storytelling through movement. The choreographers collaborate with us throughout the 6-month rehearsal process, including an intensive 3-day weekend camp.

• Managed a full-year production calendar

  • I have a complete schedule for the upcoming year, including rehearsals, payment dates, meetings, and more.

• Led set design, construction, and logistics for all 6 national competitions

  • I create the design on paper and share the plan with our construction team. Throughout the construction process, I monitor it closely, making adjustments as necessary to accommodate any changes or new requirements that arise, there’s a lot of pivoting involved. Additionally, I have our tech manager organize the details for competition logistics and review them with the team to ensure everything runs smoothly for everyone.

• Coordinated all travel: buses, hotels, meals, rooming, schedules

  • Organize bus seating arrangements, hotel room assignments, meal plans considering food allergies and necessary modifications, and activity schedules for all travels.

• Held students to academic standards (3.0+ GPA to participate)

  • Make sure students achieve academic expectations, so other teachers feel supported by me, students grasp discipline and the necessity of meeting standards, and parents take pride in their children's participation in the program.

• Ran a team of volunteers like a pit crew, costumes, logistics, transport, morale

  • Oversaw more than 30 volunteers, ensuring they have updated background checks and are informed about ongoing activities. Established checks and balances to maintain our organization’s respectability and ensure that volunteers feel supported. Coordinators are in place to assist with this process.

• Managed the $120k budget to produce the show

  • Regularly monitoring our budget, reallocating funds from one category to another where we can save, maintaining updated records for transparency, and ensuring every dollar is tracked and accounted for.

🎭 Why It Stood Out:

• Unmatched detail and theatricality: jaw-dropping costume change into futuristic space suits mid-show

  • A costume reveal on stage in the dark was unprecedented, a moment that people remember vividly.

• Vocals that commanded silence, known nationally for vocal discipline in quiet moments

  • Many groups can sing loudly and well, but few know how to sing softly with skill. That was our unique advantage, alongside all the other tricks we had up our sleeves.

• Choreography and staging that left audiences stunned

• A team culture of pride, precision, and constant self-proving

  • Our team knew that what we had was special. That meant something. And it showed.

🚧 The Challenges:

• Managing a 6-month training process with teenagers and dozens of parents

  • I dare anyone to take that on and tell me I don’t know what hard work is.

• Balancing creative rigor with academic expectations

• Traveling a full production team across state lines

• Handling biased judging and logistical curveballs with grace and preparation

  • Ignoring the noise from people having opinions. Let the work speak for itself.

🏆 The Results:

• Multiple Grand Champion Awards, Invite to SCA to Perform

• Best Vocals, Best Choreography, Best Costumes, Best Set, Best Theme, Best Soloists, Best Band

• A show still talked about

• A defining moment for every student, parent, and staff member involved

Scaling the Arts with Operational Precision

• Grew a 176-student program into 600+ participants across three school systems

• Managed multi-site operations with 30+ staff and 200+ volunteers

• Founded a 501(c)3 to support program sustainability and funding

• Oversaw a $500K+ budget while preserving creative excellence

Project Overview

Title: Producing a Top Tier Show Choir Competition
Location: Crystal Classic / Fairfield, OH
Role: Event Planner

The Mission:

To produce the most exciting, high-quality, and unforgettable national show choir competition in the country, one that felt more like a rock concert than a school event.

The Scope:
- 35+ teams from 10 states
- 5,000+ attendees
- 125+ volunteers
- $130K production budget
- $50K in profit

What I Did:

As the event planner, I oversaw every single element of execution:

• Created the full competition schedule and coordinated team communications

• Oversaw the building over the event space for the arena.

• Managed registration, fees, and ticketing for 5,000+ attendees

• Directed 125+ volunteers through a layered org chart of area coordinators

• Handled sponsorships, vendor relationships, concessions (2-page menu!), and community partnerships

• Selected judges, coordinated their travel, and managed hospitality

• Hired and led technical partners for arena-grade sound and lighting

• Eliminated emcees in favor of pre-recorded cinematic intros synced with custom lighting to elevate the show experience

What Made It Special:

• Arena venue gave the event massive presence

• Custom voiceovers and choreographed intros made every team feel like headliners

• Top-tier sound, lighting, and effects; no corners cut

• Huge, custom-designed trophies and national-level prestige

• Between-set dance parties with light wands and immersive production

The Challenge:

Orchestrating hundreds of moving pieces across staff, schools, tech, logistics, and hospitality, without letting the experience slip. I built a system of coordinators to handle each vertical while keeping everyone aligned under a unified vision of “no detail too small.”

The Result:

• Widely regarded as one of the top national show choir competition

• Sold out year after year, with teams applying before the current year ended

• Parents, students, directors, and judges left raving, and came back

Wanna see? Wanna feel the energy I can create? Check it out above!