At Vacasa, I co-managed a distributed relocation services department and oversaw operations handling 34,017 cases across 49 U.S. states and four international markets in 2025. Those operations preserved 19,107 reservations representing $33.7M in gross reservation value.
I owned SQL reporting and operational analytics, developed internal applications and automations, and built a relocation-inventory search tool that was later expanded for companywide use. I also supported the Five9 implementation through configuration, testing, training, and troubleshooting.
As Guest Experience Team Lead, I helped scale a remote service organization from approximately 20 to 75+ personnel. I redesigned workflows and embedded audits, eliminating recurring backlogs exceeding 500 cases and reducing processing delays to case assignment within 48 hours and completion within seven days.
