Pratt Institute

Presbyterian College

Stellenbosch University

Director at The Center for Active Design

• Directed and mentored a high-performing team of seven customer success and marketing managers, boosting team performance and growth.
• Implemented ZenDesk customer ticketing service, driving a 70% reduction in response time and a consistent 95% CSAT rating. 
• Conceptualized, launched, and expanded a comprehensive customer success resource suite, including an online help center, achieving 1,000% growth in monthly visitors within the first year and a 2024 self-service ratio of 7.0 – 75% above the industry standard.
• Led C-level strategy sessions, collaborating with sales, product, and cross-functional teams to align on business objectives; managed media relations and oversaw budgets for efficient resource allocation.
• Drove customer acquisition, retention, and engagement strategies by leveraging data analytics and customer feedback, optimizing campaign effectiveness.
• Authored influential reports and publications, positioning health as a key ESG and business priority within the real estate industry.
• Represented Fitwel as a subject matter expert and keynote speaker at global conferences, including ULI, AIA, and CNU.
• Operationalized Fitwel’s professional development program for 4,700+ global members, hosting monthly webinars and creating content for a membership generating 65% of annual project registration revenue.

Fitwel Certification System

Vice President, Customer Experience

• Leading the rollout of Fitwel's new site-level scorecards, Fitwel Community and Fitwel Commercial Site
• Manager of Fitwel's Ambassador Program, the certification standard's professional development and education network of nearly 1,500 practitioners from around the globe
• Speaker and panelist at a variety of national and international forums, including APA, AIA, CNU, and ULI events
• Project lead on recent, notable Center for Active Design publications, including Assembly: Civic Design Guidelines, Healthy Housing for All, and The Building Guide to Office Health

Center for Active Design

Director, Strategic Initiatives

Lincoln Center for the Performing Arts

Campaign Associate

Rockwell Group

Operations Associate

The Municipal Art Society of New York

Special Assistant to the President

- Work directly with Head of Recruiting and two recruiters in coordinating full processes for campus, lateral, and senior-level candidates, candidate correspondence, interview coordination, gathering feedback, offers/rejections, and new hire paperwork/on-boarding

- Maintain recruiting pipelines and provide candidate reporting and analysis

- Co-manage undergrad recruiting efforts at New York University, including on-campus presentations/marketing, liaising with candidates, hosting first and final rounds, and managing the selling process for both full-time and internship positions

- Plan and execute recruiting events:  welcome receptions, marketing events (undergrad and MBA-level), and summer and full-time training outings/events

- Manage the day-to-day schedules and administrative tasks for global Human Resources team, including the Head of Human Resources and Head of Recruiting (total 8 individuals)

Moelis & Company

Recruiting Coordinator

- Assisted senior partner in scheduling management and client communication 

- Managed the creation and submission of legal correspondence, pleadings, medical records, and court notices

- Trained new employees in paralegal protocol and general office procedures

- Managed major client bill processing:  lawyer billing entry, client communication, payment, and record keeping

- Coordinated and streamlined weekly court calendar for attorney coverage accuracy

GOODMAN & JACOBS LLP

Legal Assistant

Bryan Patrick Ross