Experience

Next Glass

• United States
• Software Development
• 1 - 100 Employee

• Director of Customer Support

  • Aug 2022 - Aug 2023



AMI

• United States
• Software Development
• 1 - 100 Employee

• Head Of Customer Support

  • Jan 2020 - Feb 2023

  ● Track key Seller Support KPIs including key reasons for reaching out, time to first response, and Seller happiness ● Develop documentation and playbooks for multiple part-time Support Associates to effectively represent the AMI brand and help assist our Sellers ● Collaborate with AMI’s Customer Experience team (Customer Success and Seller Enablement) as it relates to supporting the our AMI Customers ● Advocate for our Seller experience by collaborating with Product and Engineering… Show more ● Track key Seller Support KPIs including key reasons for reaching out, time to first response, and Seller happiness ● Develop documentation and playbooks for multiple part-time Support Associates to effectively represent the AMI brand and help assist our Sellers ● Collaborate with AMI’s Customer Experience team (Customer Success and Seller Enablement) as it relates to supporting the our AMI Customers ● Advocate for our Seller experience by collaborating with Product and Engineering teams to ensure bugs and regressions are resolved as quickly as possible ● Work with our Product leadership team to share feature requests from Sellers to help inform product roadmap strategy Show less



Nom Nom

• United States
• Manufacturing
• 1 - 100 Employee

• Customer Experience Manager

  • Mar 2019 - Aug 2019

  ● Developed and implemented the Customer Success Associate new hire training and onboarding program ● Communicated cross-functionally to implement and streamline Customer Success processes ● Implemented workforce management tool to ensure all queues were adequately staffed ● Communicated with Co-Founders and C-Level executives to ensure that the processes I implemented fit into the company’s future plans ● Established baseline KPI’s for existing and future Customer Success… Show more ● Developed and implemented the Customer Success Associate new hire training and onboarding program ● Communicated cross-functionally to implement and streamline Customer Success processes ● Implemented workforce management tool to ensure all queues were adequately staffed ● Communicated with Co-Founders and C-Level executives to ensure that the processes I implemented fit into the company’s future plans ● Established baseline KPI’s for existing and future Customer Success Associates Show less



Square

• United States
• Software Development
• 700 & Above Employee

• Temp Support Supervisor

  • Oct 2016 - Aug 2019

  ● Facilitated trainings and supervises new contractor customer service representatives to ensure quality customer interactions and conversations ● Developed customized trainings to coach supporters on various growth areas ● Tailored feedback according to the supporter’s personality, career trajectory, and skill set ● Managed a team of up to 32 supporters; including some members of specialized teams within support ● Facilitated team meetings and activities, centered around areas… Show more ● Facilitated trainings and supervises new contractor customer service representatives to ensure quality customer interactions and conversations ● Developed customized trainings to coach supporters on various growth areas ● Tailored feedback according to the supporter’s personality, career trajectory, and skill set ● Managed a team of up to 32 supporters; including some members of specialized teams within support ● Facilitated team meetings and activities, centered around areas in need of improvement Show less



Metromile

• United States
• Insurance
• 1 - 100 Employee

• Logistics and Operations Manager

  • Nov 2013 - Jun 2015

  ● Created and refined all processes that the fulfillment team utilized ● Trained temps on all processes regarding fulfillment ● Created reports on quantity of daily growth of tasks to ensure fulfillment team is adequately staffed for company growth ● Managed all vacation days that the fulfillment team requested, ensuring that the team was never understaffed ● Prioritized all tasks and distributed them based on importance and individual strengths of team members ● Maintained and… Show more ● Created and refined all processes that the fulfillment team utilized ● Trained temps on all processes regarding fulfillment ● Created reports on quantity of daily growth of tasks to ensure fulfillment team is adequately staffed for company growth ● Managed all vacation days that the fulfillment team requested, ensuring that the team was never understaffed ● Prioritized all tasks and distributed them based on importance and individual strengths of team members ● Maintained and created an inventory sheet for fulfillment team that allowed design team to monitor when a new order was needed ● Trained Customer Experience Advocates and the sales team on how to create and assign tasks to fulfillment team in SUGAR Show less



SalesForce.com

• Tech Ops Logistician

  • Jul 2012 - Jan 2013

  ● Compiled and automated Excel reports by creating macros that gathered information from the Salesforce app and exported the data into tables and charts, allowing managers to see and use the data at the click of a mouse ● Communicated with the department’s hardware supplier to secure the hardware needs of salesforce.com staff within an allotted time ● Created and maintained Google sites that helped organize information and documentation, promoting effective communication internally and… Show more ● Compiled and automated Excel reports by creating macros that gathered information from the Salesforce app and exported the data into tables and charts, allowing managers to see and use the data at the click of a mouse ● Communicated with the department’s hardware supplier to secure the hardware needs of salesforce.com staff within an allotted time ● Created and maintained Google sites that helped organize information and documentation, promoting effective communication internally and with customers ● Created and maintained a financial calculator using Google drive that allowed customers to select sets of hardware and have the total calculated automatically, allowing them to budget more efficiently Show less