Customer Success Representative & New Hire Mentor

• Aug 2020 - Present

Serve as the frontline for customer support inquiries across multiple channels simultaneously (email, phone, live chat, and Slack) Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback Manage a queue of open issues to deliver timely and effective solutions - escalating when necessary Communicate bugs and user feedback to our Product team Help with customer retention and contribute recommendations for improving our product and processes. Show less

Shift Supervisor

• Jan 2018 - Mar 2021

-Trusted to complete store opening and closing procedures, including setting up registers and ensuring the store is in compliance with Starbucks standards. -Frequently called on to support other Starbucks locations due to reliability and ability to quickly adapt. -Responded to and resolved escalated customer questions and concerns. Filled in where needed (Barista, Front Register, Greeter) to ensure the great customer experience.-Worked with team members on training for new products and merchandise. Created a training schedule, training materials, and follow up with all store employees. -Great communication with store managers led to improved store performance and collaboratively identified gaps. -Worked with team members to ensure they were meeting Starbucks standards. Provided feedback daily to 5+ employees. Coached low performers and provided individualized training. -Created a new process for new employees to ensure they were monitored during the first month of employment. The new process included daily coaching and weekly evaluations to ensure they were ready to be on the store floor without supervision. Show less

Barista

• Aug 2016 - Dec 2017

-Built quality beverages to a high standard ensuring customer happiness and loyalty to Starbucks. -Selected to train 10 new team members with positive reinforcement and coaching.-Completed additional training to become a coffee master, as a result, was able to assist staff in building their expertise of coffees, teas, and merchandise. Resulted in an improved overall customer experience in-store.

Pharmacy Experience Agent

• Apr 2020 - Jul 2020

Capsule is a healthcare technology business rebuilding the pharmacy from the inside out, with an emotionally resonant experience, and technology that enables customized outcomes for doctors, hospitals, insurers, and manufacturers. -Provided omnichannel support to over 25+ customers a day using Kustomer and Aircall. Personally crafted the Capsule experience for every channel including phone, text, chat, and email. -Mastered internal systems by developing full operational knowledge and an understanding of the pharmacy. Communication with physicians and insurers was key to success. -Partnered with Product, Sales, and Marketing teams to ensure amazing customer experience across all touchpoints. Show less

Customer Experience and Support Bootcamp

• Feb 2020 - Apr 2020

- A student in KindWork’s Customer Experience and Support Bootcamp. A 6-week intensive course covering both professional and technical skills. - Technical skills learned: Zendesk, Intercom, Slack, macOS, Google Suite Certification including Docs, Sheets, and Slides - Strengthened key professional skills including giving and receiving feedback, handling challenging customers, and effective workplace communication - A student in KindWork’s Customer Experience and Support Bootcamp. A 6-week intensive course covering both professional and technical skills. - Technical skills learned: Zendesk, Intercom, Slack, macOS, Google Suite Certification including Docs, Sheets, and Slides - Strengthened key professional skills including giving and receiving feedback, handling challenging customers, and effective workplace communication

Shift Supervisor

• Apr 2014 - Jul 2014