Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• CS New Hire Trainer

  • 2022 年 8 月 - - 目前



Wiley

• United States
• Book and Periodical Publishing
• 700 & Above Employee

• Customer Success Manager

  • 2018 年 10 月 - 2022 年 6 月

  ♦ I project manage VIP customers and accounts to implement the WileyPLUS platform. ♦ Conduct virtual training sessions for college and high school instructors and provide teaching and technical support to enable our customers to become power users of the WileyPLUS digital platforms.♦ Partner with Account Managers to review the status of opportunities and existing business. ♦ I project manage VIP customers and accounts to implement the WileyPLUS platform. ♦ Conduct virtual training sessions for college and high school instructors and provide teaching and technical support to enable our customers to become power users of the WileyPLUS digital platforms.♦ Partner with Account Managers to review the status of opportunities and existing business.



Tarte Cosmetics

• United States
• Cosmetics
• 500 - 600 Employee

• Customer Service Manager

  • 2016 年 10 月 - 2018 年 7 月

  ♦ Manage daily operations for a team of ten coordinators, which increases to a team of fifty to sixty +during the peak season and based on promo calendar.♦ Train incoming holiday temporary staff. ♦ Motivate staff through individual coaching sessions, mentoring and career development♦ Analyze key metrics to ensure optimal staff performance so departmental and company goals are met. ♦ Manage daily operations for a team of ten coordinators, which increases to a team of fifty to sixty +during the peak season and based on promo calendar.♦ Train incoming holiday temporary staff. ♦ Motivate staff through individual coaching sessions, mentoring and career development♦ Analyze key metrics to ensure optimal staff performance so departmental and company goals are met.



The Children's Place

• United States
• Retail
• 700 & Above Employee

• Client Services Supervisor and Trainer

  • 2013 年 4 月 - 2016 年 10 月

  ♦ Manage relationship between offshore call center and corporate resolution team.♦ Assess and identify areas of opportunity through a semi-annual training needs assessment. ♦ Visit offshore call center twice a year to conduct on-site training.♦ Establish metrics to evaluate the effectiveness of training, communicate results and implement changes.♦ Created materials and facilitated the training for the new Distributed Order Management system. ♦ Ongoing monitoring of all contact channels to ensure adherence to company policy.

• Customer Care Training Coordinator

  • 2010 年 4 月 - 2013 年 4 月

  ♦ Created a Customer Care new hire training program and resource manuals. ♦ Oversaw training of offshore email team, as well as drafted department SOPs and communicated new promotions, sales, and events to customer care teams. ♦ Assessed and identified open issues through a semi-annual training needs assessment.♦ Developed training plan and resources including tip sheets, scripting, and flash cards to address areas of opportunity.♦ Visited offshore call center twice a year to conduct on-site training. ♦ Trained new customer care agents with side-by-side call monitoring and in-class training sessions. ♦ Monitored calls and emails of all customer care agents to ensure adherence to company policy.♦ Regularly monitored all contact channels and provided feedback to the management team.

• Customer Care Representative

  • 2005 年 2 月 - 2010 年 4 月

  ♦ Responded to customer complaints and store inquiries regarding general product via telephone and email. ♦ Trained new customer service representatives with side-by-side call monitoring and small group training classes.



Robert Half

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Recruiting Assistant

  • 2004 年 9 月 - 2005 年 1 月

  ♦ Screened resumes, scheduled interviews, and generated offer letters for prospective candidates.♦ Led orientation for new employees by revising policies and procedures of corporate offices.♦ Delivered administrative support to corporate recruiters and set up conference calls and travel schedules. ♦ Screened resumes, scheduled interviews, and generated offer letters for prospective candidates.♦ Led orientation for new employees by revising policies and procedures of corporate offices.♦ Delivered administrative support to corporate recruiters and set up conference calls and travel schedules.



Lexington Precision Corporation

• Executive Assistant/ Office Manager

  • 2003 年 9 月 - 2004 年 4 月

  ♦ Efficiently handled account payables by using QuickBooks software.♦ Independently scheduled and arranged meetings and travel arrangements for executives and board of directors. ♦ Efficiently handled account payables by using QuickBooks software.♦ Independently scheduled and arranged meetings and travel arrangements for executives and board of directors.



FIND/SVP

• Research Intern

  • 2003 年 6 月 - 2003 年 9 月

  ♦ Conducted research utilizing company websites, industry participants, and CD ROM products. ♦ Compiled and summarized findings and communicated findings to the research team members. ♦ Conducted research utilizing company websites, industry participants, and CD ROM products. ♦ Compiled and summarized findings and communicated findings to the research team members.



Columbia University

• United States
• Higher Education
• 700 & Above Employee

• Office Assistant

  • 2001 年 9 月 - 2003 年 5 月

  ♦ Offered general administrative support and conducted research for publication for department and professors. ♦ Offered general administrative support and conducted research for publication for department and professors.



Ralph Lauren

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

• Human Resources – Training Intern

  • 2001 年 6 月 - 2001 年 8 月

  ♦ Developed website content, construction, and layout and implemented strategic marketing initiatives to promote the training department.♦ Compiled data and drafted business correspondence for the company. ♦ Developed website content, construction, and layout and implemented strategic marketing initiatives to promote the training department.♦ Compiled data and drafted business correspondence for the company.



Hudson County Community College

• Higher Education
• 500 - 600 Employee

• Teacher's Assistant/Tutor

  • 1999 年 9 月 - 2000 年 8 月

  ♦ Conducted small group workshops to guide students to enter college level composition classes. ♦ Designed study guides and pre-test for English, Psychology, and Sociology subjects. ♦ Conducted small group workshops to guide students to enter college level composition classes. ♦ Designed study guides and pre-test for English, Psychology, and Sociology subjects.