Experience

FreshAir Sensor

• United States
• Information Services
• 1 - 100 Employee

• Client Experience Manager

  • May 2019 - Present

  -Complete onboarding, service, and support to FreshAir's installed client base. Troubleshooting any and all issues with device installation, internet/network connectivity, and device upkeep and monitoring. -Answering and directing all inbound phone calls, as well as Client Support email. -Developing client-facing knowledge base and FAQ utilizing Zendesk CRM and integration with FreshAir Client Portal. -Weekly functional reports to leadership and stakeholders. -Gaining full knowledge of FreshAir Sensor devices and systems.



Picaboo

• United States
• Printing Services
• 1 - 100 Employee

• Manager, Customer Care & Technical Support

  • Jun 2018 - Apr 2019

  -Successful hiring and onboarding of full time Customer Care team in Picaboo's Hanover offices.-Manage and assist Picaboo Customer Care team with all daily tasks, including escalated customer service incidents.-Scheduling all part time and 3rd party customer service support, including monthly scheduling of staff and daily coordination with support supervisors on escalated issues.-Weekly calculation and summary of NPS, customer satisfaction surveys, and all contact metrics-Ownership of Picaboo CRM via Zendesk, ensuring proper integration with email, Zendesk Talk and Snapengage Live Chat channels.-Collaboration with software development team for escalated technical assistance, and with production/printing teams for escalated production, shipping, tracking issues.

• Customer Care & Tech Support Specialist

  • Aug 2017 - Jun 2018

  -Answering all inbound phone calls regarding Picaboo photo products, online editor, order inquiries, and more.-Gaining mastery of Zendesk and Zendesk Talk to answer calls, create and respond to tickets, and track customer satisfaction and feedback.-Providing assistance to Picaboo marketing team.



L.L.Bean

• United States
• Retail
• 700 & Above Employee

• Retail Associate

  • Dec 2016 - May 2018

  -Assisting all customers on sales floor. -Gaining knowledge of Product Information Systems and protocols to assist in customer orders online or over the phone. -Assisting all customers on sales floor. -Gaining knowledge of Product Information Systems and protocols to assist in customer orders online or over the phone.



Hanover Inn at Dartmouth College

• Hospitality
• 1 - 100 Employee

• Front Desk Agent

  • Mar 2017 - Aug 2017

  -Check in and check out of all guests, assisting with luggage, car parking, amenities, and local information. -Answering all inbound calls, including in-house requests, wake up calls, booking individual and Dartmouth College room reservations. -Gaining mastery of VisualOne PMS. -Wear snazzy three button polyester suit at all times. -Check in and check out of all guests, assisting with luggage, car parking, amenities, and local information. -Answering all inbound calls, including in-house requests, wake up calls, booking individual and Dartmouth College room reservations. -Gaining mastery of VisualOne PMS. -Wear snazzy three button polyester suit at all times.



Chicago Cubs

• United States
• Spectator Sports
• 700 & Above Employee

• Tour Experiences Associate

  • May 2014 - Nov 2016

  -In collaboration with Manager, Tour Experiences, scheduling and overseeing all aspects of Wrigley Field Tours execution, including daily public tours, private/VIP tours, and internal client tour requests throughout the season.-Monthly scheduling of tour guides, and creating daily tour schedules based on tour guide availability and all planned tours/events at the ballpark.-Managing all tour activity in-person at the ballpark, including morning chat-in with guides, determining daily tour access and route, collaboration with Ballpark, Facilities, and Security Operations teams to ensure tour group safety and quality of experience, and customer service resolution.-Leading and managing a team of over 20 tour guides, including successful hiring and onboarding of 7 new guides for the 2015 season and 8 new guides for the 2016 season.-Using ProVenue Ticketing System daily to view number of tickets sold and to open additional tour availability and times.-Tabulating and reviewing fan feedback at end of season to improve tour quality; surveying ballpark tour programs of all 29 other MLB teams after 2014 season to compare experience and program scope.-Continuing all duties with Fan Services team from fall to spring when tours are not running.

• Fan Service Associate

  • Nov 2013 - Apr 2014

  -Providing informed and personalized information regarding Chicago Cubs and Wrigley Field experience to all inbound callers.-Answering all inbound fan calls, emails, and mail inquiries in a timely and professional manner.-Gaining mastery of ProVenue Ticketing System to process all single game Spring Training and regular season ticket sales, while successfully seeking out creative upsell opportunities,-Gaining mastery of Salesforce CRM to track general fan feedback, season ticket holder interactions, and set up in-game interactions with fans.-Supporting Season Ticket Service Representatives in processing season ticket payments and general inquiries from season ticket holders.-Representing the Chicago Cubs at volunteer events, annual "Bricks And Ivy" charity gala, Cubs Convention, and more.

• Tour Guide

  • Apr 2013 - Oct 2013

  -Learning and memorizing history of Chicago Cubs and Wrigley Field; presenting this information throughout 75-90 minute guided tour.-Keeping tour groups together, safe, and organized as Tour Follower.-Representing Wrigley Field Tours and Chicago Cubs organization at concierge events, private functions, and more.-July 2013 Tour Guide Of The Month.



Levi Strauss & Co.

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Sales Associate/Stylist

  • 2012 - Nov 2016

  -Assisting customers on sales floor, cash register, and in fitting room. -Maintaining knowledge of current merchandise and seasonal releases. -Stocking and tracking inventory. -Acting as Team/Shift Captain, giving instruction and lead to new hires during peak holiday hours. -Assisting customers on sales floor, cash register, and in fitting room. -Maintaining knowledge of current merchandise and seasonal releases. -Stocking and tracking inventory. -Acting as Team/Shift Captain, giving instruction and lead to new hires during peak holiday hours.



PW Torch (pwtorch.com)

• Review Specialist

  • Apr 2011 - Jan 2013

  -Providing writeups and opinion on live wrestling events, including reports on shows taped for the second season of Lucha Libre USA: Masked Warriors airing on MTV2. -Reviewing current release and older professional wrestling books and movies. -Providing writeups and opinion on live wrestling events, including reports on shows taped for the second season of Lucha Libre USA: Masked Warriors airing on MTV2. -Reviewing current release and older professional wrestling books and movies.



Your Plan B Co

• Intern & Freelance

  • Dec 2011 - Dec 2012

  -Assisting with administrative and office tasks, including archiving and auditing computer documents. -Researching and compiling lists of contact information via Google Docs for prospective partners and clients. -Gaining a broad knowledge of web development and utilizing WordPress to create my website. -Assisting with administrative and office tasks, including archiving and auditing computer documents. -Researching and compiling lists of contact information via Google Docs for prospective partners and clients. -Gaining a broad knowledge of web development and utilizing WordPress to create my website.



Los Alamos National Laboratory

• United States
• Research Services
• 700 & Above Employee

• Post-Bac Student Position for EES Division

  • Jun 2010 - Jun 2011

  -Maintained and developed EES Division home page (http://ees.lanl.gov/) through collaboration with directory to standardize web content and enhance navigability. -Created and organized presentations using Microsoft Excel and assisted in A/V delivery. -Transferred archival footage from 3/4" U-Matic videotape to digital footage and DVD- converted nearly 70 hours of footage. -Maintained and developed EES Division home page (http://ees.lanl.gov/) through collaboration with directory to standardize web content and enhance navigability. -Created and organized presentations using Microsoft Excel and assisted in A/V delivery. -Transferred archival footage from 3/4" U-Matic videotape to digital footage and DVD- converted nearly 70 hours of footage.



Santa Fe Reporter

• Editorial Intern

  • Jun 2009 - Aug 2009

  -Compiled and wrote pieces for art showings, galleries, and events for weekly Art Listings section. -Wrote capsule previews/reviews for Movie Listings section. -Wrote 2-3 paragraph weekly "SFR Picks" that highlighted upcoming local events, including concerts, festivals, and art openings. -Contributed interviews and news articles to Santa Fe Reporter's blog, The SFReeper. -Compiled and wrote pieces for art showings, galleries, and events for weekly Art Listings section. -Wrote capsule previews/reviews for Movie Listings section. -Wrote 2-3 paragraph weekly "SFR Picks" that highlighted upcoming local events, including concerts, festivals, and art openings. -Contributed interviews and news articles to Santa Fe Reporter's blog, The SFReeper.