🔥 core strengths

strategic vision & execution: designed and launched multi-functional support strategies that modernized engagement and improved scalability; streamlined internal processes at cornbread hemp to enhance customer interactions and operational efficiency.

leadership & team development: mentored multiple struggling employees into confident contributors; built internal training systems, performance plans, and quickly became a trusted resource at cornbread hemp for coaching and onboarding new hires.

crisis navigation: successfully managed volatile team dynamics, staffing gaps, and internal politics while preserving performance outcomes; proactively addressed sensitive customer service issues at cornbread hemp with empathy and professionalism.

process design: built out cs playbooks, onboarding structures, escalation protocols, and renewal tracking systems across diverse platforms; improved internal documentation at cornbread hemp, optimizing workflows and ensuring consistency.

emotional intelligence: held space for struggling colleagues, advocated for marginalized teammates, and drove cultural alignment while under personal duress; actively fostered a positive, supportive culture at cornbread hemp through thoughtful communication and team engagement.

📈 performance milestones

annual review highlights

• independence: "you have faced challenges that stump even seasoned leaders... handled them with skill and maturity well beyond my expectations."

• initiative: "you excel in thinking strategically and big picture... you advocate weekly for issues that need addressing across the platform."

• collaboration: "even when conversations have been tough, you balance advocating for the team, broader goals, and—most importantly—our customers."

90-day reviews

• leading or outperforming in every category across multiple review cycles

• built team-facing knowledge bases, created onboarding materials, launched internal learning resources

• managed high-risk escalations and coached others in de-escalation strategies (“firm with mittens” technique)

quickly made an impact at cornbread hemp, implementing immediate improvements in team productivity and customer satisfaction.

🧠 notable initiatives

• one-to-many customer engagement framework

• created scalable communication and engagement structures for lower-revenue client segments

• automated post-implementation outreach, quarterly check-ins, and renewal workflows

• built templates, training, and resource repositories for internal teams

• support team turnaround project

• assessed and rebuilt a struggling support function with significant performance gaps

• designed onboarding and accountability systems that raised satisfaction and response metrics significantly

• provided coaching and structured documentation while filling team gaps through strategic hiring

additional highlights

• designed internal learning academies with cross-department collaboration

• identified data flow gaps and led qa/testing improvements

• authored documentation, handled priority escalations, and coached team members toward promotion readiness

• collaborated cross-functionally at cornbread hemp to optimize support operations and proactively resolve systemic customer issues.

💬 peer & managerial feedback highlights

"a mentor to newer teammates and a resource for cross-training teams."

"you provide exceptional service, consistently at the top of performance metrics."

"helped me grow myself, through learning from you."

"grace is an awesome human and a tremendous asset."

🌱 leadership philosophy

grace believes in developing teams through empathy, transparency, and high standards. her approach balances operational rigor with authentic connection, and she is known for setting strong boundaries while remaining deeply collaborative.

she excels in environments that value vision, trust, and shared ownership—and she is no stranger to advocating for herself and her people when systems fail them.

📎 portfolio addendums (available upon request)

• performance turnaround documentation

• customer engagement automation workflows and email copy

• cross-functional collaboration maps

• peer 360 feedback and anonymous narrative samples