Work

Experience

DAPPER LABS June 2021 - July 2023

Underwriting Manager/Partnerships - November 2022 - July 2023

• Managed underwriting process (KYB), maintaining guideline adherence and accurate risk assessment, reducing turnaround time.

• Collaborated with leadership and partnership team to refine underwriting criteria, enhancing risk mitigation and boosting performance.

Customer Support Manager/Training, QA, Professional Development - March 2022 - November 2022

• Oversaw the continuous training & professional development of the 50+ members of the customer service team.

• Implemented an ambitious 12 week training series resulting in QA score increase from 75% to 95%.

Customer Support Supervisor/Compliance & KYC - June 2021 - March 2021

• Streamlined cross-departmental communication to ensure consistency and clarity of directives. 

• Secured compliance adherence by drafting, and implementing policies and procedures, which positions the company for success.

• Maintained sensitivity while handling escalated customers, prioritizing their needs, and delivering effective solutions in a timely manner. 

• Utilized strong communication and emotional intelligence while managing a team of 5 to respond to a fluid pipeline of incoming customer requests.

PeepMe - Co-Founder, May 2020 - June 2022

MN WORKS EU LTD /Slixa.com (NSFW)

Director of Operations

November 2012 - May 2020

Accomplishments

• Overcame extraordinary obstacles to achieve growth in a highly regulated and misunderstood industry.

• Customer experience and retention expert: Utilized active listening, product knowledge, and sales techniques to optimize customer experiences, while establishing solid processes for satisfaction and loyalty.

• Transformational leadership: Strengthened a team of 10 through training, mentorship, and management, resulting in a business overhaul with sales growth from $0 to $3M in 5 years and a 1000x increase in new sign-ups.

• Strategic operations and growth: Implemented innovative solutions and systems following thorough assessments, ensuring operational excellence, compliance, and customer success while maintaining a competitive edge through industry research.

Business Development

• Harnessed professional network to establish numerous new relationships, resulting in a customer base that more than quadrupled over 4 years.

• Improved the company's brand awareness by implementing strategies based on ongoing and actionable analysis of market and competition.

Customer Service

• Designed human-centric service policies, programs, and systems that led the company to enjoy the reputation of having the best customer service in the industry

• Fiercely and unapologetically advocated for greater customer satisfaction

• Attentively trained and managed a distributed team and provided oversight and guidance

• Provided customer service leadership with regard to all facets of operations

Sales

• Combined innovative thinking, industry expertise, and business-management skills to increase revenue and market share

• Acquired new customers resulting in annual revenues of $5 million+ by harnessing internal leads, creating a network of contacts, and facilitating referrals

• Developed inventive and successful promotional activities and awareness programs

Compliance

• Established and coordinated the company’s compliance and identity verification management systems

• Maintained a deep ongoing understanding and analysis of the current regulatory/political environment to ensure compliance integrity

• Identified potential areas of compliance vulnerability and risk; developed/implemented corrective action plans for resolution of problematic issues, and provided general guidance on how to avoid or deal with similar situations in the future

Donia Christine Consulting

Owner, September 2006 - September 2015

• Trusted business advisor: Built a solid reputation and strong customer base by effectively guiding clients on managing and growing their businesses, while providing tailored consultations on product development, best practices, policy design, and compliance.

• Comprehensive business management course creator: Designed and launched an 18-module course covering all aspects of business management, fostering customer loyalty and supporting the progress of thousands of clients.

• Industry-specific expertise and client success: Earned distinction as the first consultant focused on the adult entertainment industry, generating $30K in monthly sales by providing top-notch consulting and mentorship to 1000+ clients, and participating in industry events to educate and inspire new business owners.