Customer Operations and Experience Coordinator

• Jul 2023 - Present

Customer Experience Associate

• Dec 2021 - Jul 2023

Co-Insurance Billing Specialist

• Aug 2020 - Dec 2021

Receptionist

• May 2018 - Aug 2020

Customer Service Executive and Trainer

• Oct 2016 - Apr 2018

• Training: recreated and updated training materials for several main departments; conducted onboarding training in the corporate office as well as overseas offices, supervised trainings to assist in promoting other trainers at these locations; held one-on-one coachings with agents to improve their main issues in person and as well as via Skype and hard phone; created evaluation sheets for quality assurance to assist in keeping track of trends to assist with coachings and improvements to training documents • Quality Assurance: audited inbound and outbound correspondence between customers and company representatives, refunded orders and other reports to spot trends and issues to improve overall company production in terms of customer service and order processing; issued incident reports on agents for failure to adhere to procedures and policies as set for by the company • Agent: handle 10-15 phone calls for customer service, sales and special order processing departments on a daily basis; assist in outbound tasks for these departments via emails and phone calls to resolve customer issues, responsible for the live chat on the company’s website through Intercom; assist with fulfillment of specialty gift baskets for the sister company through Shopify as well as calling local florists directly to place hand delivered orders Show less

Printing and Shipping Specialist

• Jul 2015 - Oct 2016

- Produced various printed materials such as flyers, blueprints, brochures, signage, invitations and bound books (coil, wire, comb, tape binding, glue/padding) using several different paper stocks, printing methods, finishing techniques and design elements for a wide variety of clients - Created and executed Every Door Direct Mail campaigns - Generated shipping labels using FedEx, UPS and PostalMate software on a daily basis - Prepared and packed items for customers while ensuring package will withstand the shipping process and meets all state and federal regulations - Researched and quoted promotional items such as pens for customers - Responsible for submitting orders to Carlson Craft and other vendors to order materials such as office door signs and wedding invitations - Responsible for package intake from items sent to the press, checking to make sure items were printed correctly, creating an invoice for the ordered items and contacting the customer for pick up Show less

Contributing Writer

• Mar 2016 - Jul 2016

- Responsible for generating one blog entry per month and expanding CBF's blog with informative and reliable information - Pitch post ideas on regular basis - Brainstorms with the Core Team on blog-related topics and regularly pitches story ideas to editor - Responsible for generating one blog entry per month and expanding CBF's blog with informative and reliable information - Pitch post ideas on regular basis - Brainstorms with the Core Team on blog-related topics and regularly pitches story ideas to editor

Sales Associate

• Jun 2013 - May 2016

- Dedicated to fulfilling company philosophies and goals - Proven ability to suggest, choose and help locate products based on customers needs and desires both in store and on company’s vast website while - Demonstrated ability to guide customer from the beginning to end of their sales journey - Track record of maintaining current knowledge of company’s products, marketing programs and product promotions - Dedicated to fulfilling company philosophies and goals - Proven ability to suggest, choose and help locate products based on customers needs and desires both in store and on company’s vast website while - Demonstrated ability to guide customer from the beginning to end of their sales journey - Track record of maintaining current knowledge of company’s products, marketing programs and product promotions

Communications Intern

• May 2013 - Sep 2013

- Writing articles about fashion trends for EngieStyle blog and other media outlets - Copy editing client newsletters and articles by other interns - Managing EngieStyle social media accounts - Researching upcoming fashion trends - Administrative functions such as emailing clients and preparing invoices - Writing articles about fashion trends for EngieStyle blog and other media outlets - Copy editing client newsletters and articles by other interns - Managing EngieStyle social media accounts - Researching upcoming fashion trends - Administrative functions such as emailing clients and preparing invoices

Contributing Writer

• May 2013 - Jun 2013

- Created interesting web content based off editor's story pitches - Responsible for including a multimedia component so I used my own photographs - Created interesting web content based off editor's story pitches - Responsible for including a multimedia component so I used my own photographs

City Reporter

• Jan 2013 - May 2013

- Found interesting and relevant stories throughout the city of Kent, Ohio - Covered city council meetings - Responsible for live-tweeting breaking news throughout the city of Kent, Ohio - Past positions include: international student beat reporter (Jan. 2012-May 2012) - Found interesting and relevant stories throughout the city of Kent, Ohio - Covered city council meetings - Responsible for live-tweeting breaking news throughout the city of Kent, Ohio - Past positions include: international student beat reporter (Jan. 2012-May 2012)

Editor-in-Chief

• May 2012 - May 2013

- Managed content for print edition of magazine as well as online content - Coached writers and copy edited articles - Oversaw production side of magazine - Used social media to extend Fusion’s brand throughout Northeast Ohio - Stayed on top of current events in the LGBT community to be relevant to readers - Past positions include: staff writer, web blogger, social media editor and marketing director (employed by Fusion January 2011-May 2013) - Managed content for print edition of magazine as well as online content - Coached writers and copy edited articles - Oversaw production side of magazine - Used social media to extend Fusion’s brand throughout Northeast Ohio - Stayed on top of current events in the LGBT community to be relevant to readers - Past positions include: staff writer, web blogger, social media editor and marketing director (employed by Fusion January 2011-May 2013)

Radio DJ

• Sep 2012 - Dec 2012

- Hosted weekly show “Cloud Nine” with co-host, show was ranked one of the Top 20 shows for the semester out of 53 total shows - Responsible for establishing two hour block of show content ranging from pop culture, fashion, music, politics and sports - Basic soundboard operation - Previously worked as a music correspondent from September 2009-December 2009 - Hosted weekly show “Cloud Nine” with co-host, show was ranked one of the Top 20 shows for the semester out of 53 total shows - Responsible for establishing two hour block of show content ranging from pop culture, fashion, music, politics and sports - Basic soundboard operation - Previously worked as a music correspondent from September 2009-December 2009

Commons Assistant

• Oct 2010 - May 2012

- Assisted program director in planning and executing community events both fun and educational programs - Mentored Commons students with academic issues such as GPA, registering for classes and staying on course to graduate on time - Recruited students for the College of Communications and Information at university open houses and conferences - Contacted prospective students over the telephone to discuss final college decisions and answer any questions they had about any of the communications programs or the Commons - Managed basic office tasks such as email correspondence with students to inform them of important dates such as programs in the Commons or dates to register for classes - Responsible for Commons social media accounts on Twitter and Facebook Show less

Contributing Writer

• May 2011 - Jul 2011