Experience

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  Wish

  • San Francisco, California, United States

  • Analyst - Insights

    • Jul 2021 - Present
    • San Francisco, California, United States

    •Spearheaded initiatives to streamline workflows, agent trainings, and improved operational efficiency.Collaborate cross-functionally with Merchant Risk and Compliance teams to detect bad merchants and increase fake tracking reports by 700% since 2022•Utilize analytics and reporting tools to manage fake tracking detection policies, saving customers over $1.3m and reporting over 3,000 merchants since January 2022•Maintain accurate records of CSAT ratings and customer escalations to inform our vendors and improve Wish’s customer experience

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  Allbirds

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

  • Lead, Customer Experience - Bulk Orders

    • Nov 2019 - Jul 2021

    - Continuously building and maintaining the Allbirds Corporate Order process to assist businesses and corporate gifting companies to purchase Allbirds in bulk.- Manage the entire Corporate Order process including servicing, payment, and shipment of product that drove in $2m in sales during 2019.-Worked with Supply Chain and Logistics to ensure a timely delivery with bulk orders-Analyzed lost potential sales during COVID-19 and created new sales strategies to find creative ways to complete bulk sales. -Assist in creating the landing page for Corporate Orders to increase visibility and sales.-Assist in creating, implementing, and maintain inventory on bulk order collection pages.

  • Associate II, Customer Experience

    • Jan 2019 - Oct 2019

    • Provided high level customer service. Consistently received over 90% in Stella customer quality reviews. • Became a mentor and taught newer hiring classes about company culture, standard operation procedures, and company workflow.• Took escalated inquiries from customers and provided solutions.• Began Corporate Order Program that assisted corporate gifting companies and corporations alike with placing larger orders. This included payment, logistics, and inventory.

  • Associate I, Customer Experience

    • May 2018 - Jan 2019

    At Allbirds, we are on a mission to do better things in a better way. Every day we try to prove that comfort, good design and sustainability don’t have to be mutually exclusive. We are dedicated to making the most sustainable footwear we can using premium natural materials, designed for the to and fro of everyday life. Our commitment to making the worlds most comfortable shoes while decreasing our carbon footprint is fueled by a belief that the shoe industry needs to focus less on flash and more on thoughtfulness.•Provided the highest level of customer service for our customer. •Assisted customer with customer inquiries, order information, inventory, and product inquiries.•Strong understanding of company's standard operation procedures.•Ability to use multiple programs and tools to assist all customer needs.

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  Franklin Templeton Investments

  • Rancho Cordova, CA

  • TA Client Representative

    • Oct 2012 - Nov 2017
    • Rancho Cordova, CA

    •Provide the highest level of customer service for our shareholders and financial advisers, as part of a nationally-recognized department a NQR (National Quality Review) rating of 2.88/3.0 in call quality for the 2016 fiscal year.•Assist shareholders and financial advisers on transactions on non retirement and retirement accounts such as buying, selling, and exchanging mutual funds, providing fund information, literature orders, and historical statements to record cost basis.•Part of AHT Greenbelt Project that assists in creating a transparent relationships between multiple departments within the transfer agent and creative ways to decrease the department's handle time, increase phone quality and efficiency. Since the project was implemented, we cut overall phone time by 30 seconds and kept transaction accuracy over 97%. • Mentor newest hires in learning company work flow, policy and procedures and program familiarity, as part of the New Hire Mentor Program

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  Classically Claire

  • Sacramento, California Area

  • Digital Marketing Associate

    • Oct 2014 - Jun 2016
    • Sacramento, California Area

    •Developed a social media campaign to increase user engagement and website page views by 300% in 2015. Also increased social media subscriptions by over 400% in 2015.•Used Google Analytics to track user behavior, key goals and converted quantitative data into qualitative analysis to help drive business and content decisions•Created a media package that shows website synopsis, market rates and social media statistics for sponsorship and website advertisements

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  California State University, Sacramento

  • Sacramento, California Area

  • Research Assistant

    • Jan 2012 - May 2012
    • Sacramento, California Area

    •Assisted with a collaborative research partnership between Eskaton (senior citizen living center) and CSU Sacramento and performed quality assessments for Eskaton and CSU Sacramento •Conducted in-person interviews and analyzed data using multiple pools of data to provide describe the living experience at Eskaton•Wrote a detailed report describing the overall clients’ living experience and trending topics in Eskaton using qualitative and quantitative research methods

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  American Cancer Society

  • Sacramento, California Area

  • Assistant Event Coordinator

    • Jun 2011 - Nov 2011
    • Sacramento, California Area

    •Developed and executed a social media campaign for the Making Strides Against Breast Cancer Facebook page that gained recognition throughout the Sacramento area. To date, the Facebook page has attracted over 1900 followers.•Managed staff with incoming and outgoing inventory for Making Strides Against Breast Cancer events. •Collaborated with other event coordinators to recruit over 700 volunteers, 20,000 walkers, and over $200,000.00 in fundraising for the annual Making Strides Against Breast Cancer walk.