Experience

Sunbasket

• United States
• Food and Beverage Services
• 100 - 200 Employee

• Premier Support and Commercial Billing Lead

  • Apr 2017 - Present

  Commercial Billing Lead Process and generate B2B orders for business partners. Successfully created a new process to streamline the order submission and invoicing, reducing processing time by 25% Successfully resolved 100% of billing inquiries and missing orders for B2B partners. Reduced customer financial disputes through leading and training a team of 6 commercial billing analysts on effective research and resolution techniques, resulting in a 60% win rate of disputes. CRM Lead Utilized Iterable to design CRM emails notifying customers of issues such as delivery days and product promotions which increased customer satisfaction by 2%. Delivery Reporting Lead Led weekly individual meetings recapping formula-based reports with our 9 delivery partners to address the previous week's performance, increasing delivery efficiency week over week by 5%. Premier Support Lead Improved agent satisfaction scores by providing direction and education on delivery processes in 1 on 1 training sessions.



Kuna

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Support

  • May 2016 - Jan 2017

  Successfully trouble-shot user issues, such as connectivity issues during setup over email and live chat - keeping response rate within SLA of 24 hours for email and communicating with users within 2 minutes per live chat. Maintained a weekly goal of 35 tickets closed per week - generally maintaining an average of 43 cases closed per week. Successfully reviewed user’s network information and provided advanced information to resolve user’s technical issues 80% of the time, resulting in increased customer satisfaction by 10%.



Fresh and Natural

• Refresh Bar Manager

  • Jul 2014 - May 2016

  Ensured that all employees were aware of their schedule for the week, preventing any confusion or scheduling conflicts. Implemented the tipping process within 2 weeks, resulting in increased morale and customer satisfaction. Invited customer feedback in the form of a feedback box which resulted in improved customer experience at the Refresh Bar. Maintained inventory of all materials, ensuring that orders for new items were submitted in a timely manner. As well as efficiently organizing the limited space to accommodate new shipments while still allowing easy access to older supplies.