At Unbound, I built the organization’s first account recovery and customer retention framework, creating a five-stage automated communications process that achieved 18% recovery, reduced churn by 22%, and reached 79% payment success.
I also worked on a year-long transformation of customer and sponsor communications. By mapping the print ecosystem and integrating SMS across key touchpoints, I contributed to $500K+ in organizational savings and established ongoing process controls.
As a Business Systems Analyst at Unbound, I analyzed data across the CASA operational platform, developed Microsoft Access queries, and supported reporting and system testing. I also helped refine Power BI dashboards and created documentation and training materials.
Earlier, I founded and operated Randy's Sweet Tooth Online Bakery, managing its marketing, vendor contracts, and budget. At the City of Olathe — Parks and Recreation, I designed training systems and led customer service operations during a new community center launch.
