Sr Customer Engagement Specialist

• Nov 2023 - Present

Customer Support Specialist

• Aug 2017 - Nov 2023

Customer Support Specialist Engaged over 80,000 customers via Intercom in-app chat, email and sms maintaining a Customer Satisfaction score of 90% or higher in a 5 year span with an inquiry response time of 3 minutes or less on average. Educated our users on how to use the app as well as used my seasoned military spouse experience to inform new military families of the recruit training process and beyond. Effectively tested tech issue inquiries and escalated tech issues… Show more Customer Support Specialist Engaged over 80,000 customers via Intercom in-app chat, email and sms maintaining a Customer Satisfaction score of 90% or higher in a 5 year span with an inquiry response time of 3 minutes or less on average. Educated our users on how to use the app as well as used my seasoned military spouse experience to inform new military families of the recruit training process and beyond. Effectively tested tech issue inquiries and escalated tech issues using shake reports and Atlassian Jira tickets to the appropriate iOS, android, website, backend, and front end teams. Collaborated with our Fulfillment Team on delivery concerns, our product team on product feature questions and our marketing team on shop store, FAQ and promotion concerns. Managed Stripe and Braintree payment questions and concerns, issued refunds, and filed responses to credit card disputes. Objectively and compassionately handled over 4,500 social media and review questions on Facebook, Instagram, YouTube and LinkedIn using multiple social media management apps such as Sprout and Agorapulse and reviews left in the AppStore and Google Playstore. Moderated the Sandboxx Military Facebook Groups for the Army (Ft Sill and Ft Jackson - 2,000 members) and Navy (Great Lakes - over 15,000 members). Managed over 8,000 orders through Shopify, fulfilling, canceling and refunding orders as needed. PayPal disputes were also submitted as part of this role. Worked with vendors to successfully fulfill orders and concerns. Wrote multiple blogs and articles to include in our macros via Intercom such as Monthly Customer stories and blogs for our social media pages. Show less Customer Support Specialist Engaged over 80,000 customers via Intercom in-app chat, email and sms maintaining a Customer Satisfaction score of 90% or higher in a 5 year span with an inquiry response time of 3 minutes or less on average. Educated our users on how to use the app as well as used my seasoned military spouse experience to inform new military families of the recruit training process and beyond. Effectively tested tech issue inquiries and escalated tech issues… Show more Customer Support Specialist Engaged over 80,000 customers via Intercom in-app chat, email and sms maintaining a Customer Satisfaction score of 90% or higher in a 5 year span with an inquiry response time of 3 minutes or less on average. Educated our users on how to use the app as well as used my seasoned military spouse experience to inform new military families of the recruit training process and beyond. Effectively tested tech issue inquiries and escalated tech issues using shake reports and Atlassian Jira tickets to the appropriate iOS, android, website, backend, and front end teams. Collaborated with our Fulfillment Team on delivery concerns, our product team on product feature questions and our marketing team on shop store, FAQ and promotion concerns. Managed Stripe and Braintree payment questions and concerns, issued refunds, and filed responses to credit card disputes. Objectively and compassionately handled over 4,500 social media and review questions on Facebook, Instagram, YouTube and LinkedIn using multiple social media management apps such as Sprout and Agorapulse and reviews left in the AppStore and Google Playstore. Moderated the Sandboxx Military Facebook Groups for the Army (Ft Sill and Ft Jackson - 2,000 members) and Navy (Great Lakes - over 15,000 members). Managed over 8,000 orders through Shopify, fulfilling, canceling and refunding orders as needed. PayPal disputes were also submitted as part of this role. Worked with vendors to successfully fulfill orders and concerns. Wrote multiple blogs and articles to include in our macros via Intercom such as Monthly Customer stories and blogs for our social media pages. Show less

Fundraising Coordinator

• Nov 2015 - Jun 2016

Worked with a panel of 6 volunteers to create/coordinate fundraising activities and earn $2500.00 each month and $15,000.00 by June, 2016. Surpassed our $15,000.00 goal within a 6 month time frame. Made cold calls, communicated via email and phone to coordinate fundraising activities. Worked with a panel of 6 volunteers to create/coordinate fundraising activities and earn $2500.00 each month and $15,000.00 by June, 2016. Surpassed our $15,000.00 goal within a 6 month time frame. Made cold calls, communicated via email and phone to coordinate fundraising activities.

Command Team Spouse Advisor

• Jun 2010 - Jul 2012

Enthusiastically worked with over 200 families conducting proactive outreach and rapport development using multifaceted communication efforts to develop meaningful two-way information flow. Creatively planned and executed fundraising activities and special events to improve the morale and welfare for the drill instructors and their families over a two year time span. Confidently provided leadership to hundreds of spouses by emphasizing and emulating respect, cooperation and… Show more Enthusiastically worked with over 200 families conducting proactive outreach and rapport development using multifaceted communication efforts to develop meaningful two-way information flow. Creatively planned and executed fundraising activities and special events to improve the morale and welfare for the drill instructors and their families over a two year time span. Confidently provided leadership to hundreds of spouses by emphasizing and emulating respect, cooperation and understanding. Show less Enthusiastically worked with over 200 families conducting proactive outreach and rapport development using multifaceted communication efforts to develop meaningful two-way information flow. Creatively planned and executed fundraising activities and special events to improve the morale and welfare for the drill instructors and their families over a two year time span. Confidently provided leadership to hundreds of spouses by emphasizing and emulating respect, cooperation and… Show more Enthusiastically worked with over 200 families conducting proactive outreach and rapport development using multifaceted communication efforts to develop meaningful two-way information flow. Creatively planned and executed fundraising activities and special events to improve the morale and welfare for the drill instructors and their families over a two year time span. Confidently provided leadership to hundreds of spouses by emphasizing and emulating respect, cooperation and understanding. Show less

Vice President and Membership Coordinator

• May 2006 - May 2007

Successfully worked with a 7 person team to assist over 400 students and 70 faculty member in fostering a positive learning environment. Confidently approached new members and successfully doubled our membership from the previous year. Proficiently created computer documents, made copies and filed paperwork to promote events within the school system. Successfully worked with a 7 person team to assist over 400 students and 70 faculty member in fostering a positive learning environment. Confidently approached new members and successfully doubled our membership from the previous year. Proficiently created computer documents, made copies and filed paperwork to promote events within the school system.

Student of the Month Coordinator

• Sep 2004 - Jun 2005

Assertively greeted and spoke in front of 100 parents and staff each month. Efficiently managed time and worked independently. Enthusiastically approached multiple business to seek gifts and donations to reward over 20 students each month. Assertively greeted and spoke in front of 100 parents and staff each month. Efficiently managed time and worked independently. Enthusiastically approached multiple business to seek gifts and donations to reward over 20 students each month.