Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Customer Success Representative

  • May 2023 - Present

  * Delivering direct customer support through both telephone and email channels to address a diverse range of inquiries with comprehensive assistance to meet customer needs effectively. * Innovating resourceful solutions to comprehensively address customer inquiries, offer expert guidance, resolve problems, and channel feedback effectively. * Methodically overseeing an array of ongoing issues to ensure the delivery of prompt and adept resolutions. * Conveying reports of software glitches and user insights to our dedicated Product team. * Playing a pivotal role in customer retention efforts while also contributing valuable suggestions for enhancing our product and refining operational processes. * Carrying out supplementary tasks as assigned, consistently contributing to the overall success of the team and the company. Show less



WeWork

• United States
• Real Estate
• 700 & Above Employee

• Technical Specialist, Tier 2

  • Mar 2020 - Jan 2023

  * Served as a proficient escalation point for inbound member and employee inquiries using Salesforce, successfully resolving an average of 120+ service requests per week with a 90% resolution rate along with maintaining high customer satisfaction ratings. * Partnered with product specialists via JIRA to provide comprehensive feedback on all member-facing products, investigated and identified system errors to ensure optimal user experience. * Developed and maintained company knowledge base articles, ensuring that the latest system improvements were readily available for reference to resolve similar inquiries in the future.* Collaborated with cross-functional departments to develop more effective support strategies, including process improvements and training initiatives. I also developed a strong understanding of sales processes to help sales teams meet their targets by organizing floor plans, auditing sales amendments/agreements, and processing contractual paperwork. Show less

• Member Support Specialist

  • Sep 2019 - Mar 2020

  * Promptly provided support to member inquiries via phone, email, and other communication channels.* Assisted members with account-related issues such as password resets, account cancellations, and billing inquiries. * Educated members on WeWork’s products and services to assist members with a solution that met their specific needs.* Troubleshoot technical issues related to WeWork’s platform before escalating to the appropriate department for further support.* Worked closely with other teams within the organization to ensure a seamless member experience. Show less



quip.

• United States
• Wellness and Fitness Services
• 100 - 200 Employee

• Customer Experience Associate

  • Oct 2018 - Oct 2019

  * Resolved customer inquiries by listening to their concerns, investigating the issue, and providing appropriate solutions. This also helped me build positive relationships with customers by fostering trust and going above and beyond to exceed their expectations. * Collected and analyzed customer feedback to share insights with relevant teams in order to improve the overall customer experience. I also contributed to the development of customer experience improvement programs, such as training curriculums and process improvements. * Collaborated with other teams such as Sales, Marketing, and Product Development, to ensure a consistent and positive customer experience across all touch-points. * Recorded all customer interactions and maintained up-to-date customer records in Quip’s database. Show less



Day One Agency

• United States
• Advertising Services
• 100 - 200 Employee

• Office Manager

  • Jan 2018 - Sep 2018

  * Managed company devices, assembled conference room configurations, and facilitated software updates with the IT Team. * Coordinated with the Operations Director to streamline company SOPs and ensure cohesive communication between clients and employees. * Analyzed existing company processes to highlight efficiencies and provide periodic budget reports. * Managed company devices, assembled conference room configurations, and facilitated software updates with the IT Team. * Coordinated with the Operations Director to streamline company SOPs and ensure cohesive communication between clients and employees. * Analyzed existing company processes to highlight efficiencies and provide periodic budget reports.



MPB PHOTOGRAPHIC LIMITED

• Greater New York City Area

• Customer Service Representative

  • Dec 2016 - Jan 2018

  * Provided immediate customer support over phone and email for general inquiries, basic troubleshooting, and dispatch information. * Monitored digital cashflow through BrainTree software to identify purchase patterns or suspicious payments. * Compiled product information within company-based software in order to cross-reference orders and identify potential system errors. * Delegated daily orders for dispatch and inventory audits for product specialists. * Provided immediate customer support over phone and email for general inquiries, basic troubleshooting, and dispatch information. * Monitored digital cashflow through BrainTree software to identify purchase patterns or suspicious payments. * Compiled product information within company-based software in order to cross-reference orders and identify potential system errors. * Delegated daily orders for dispatch and inventory audits for product specialists.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Sales Specialist

  • Jan 2015 - Oct 2017

  * Led my team with the highest number of partnerships inaugurated with potential business customers for the Fifth Ave Business team. * Gathered a comprehensive understanding of product knowledge to assist with customer issues. * Spearheaded the training of 30+ employees on new business development strategies and quarterly objectives. * Acquired over $1.5 million in product sales with my strong drive for business revenue and upselling service attachments such as AppleCare. * Led my team with the highest number of partnerships inaugurated with potential business customers for the Fifth Ave Business team. * Gathered a comprehensive understanding of product knowledge to assist with customer issues. * Spearheaded the training of 30+ employees on new business development strategies and quarterly objectives. * Acquired over $1.5 million in product sales with my strong drive for business revenue and upselling service attachments such as AppleCare.



West of Ivy

• Greater New York City Area

• Project Coordinator

  • Jun 2016 - Jun 2017

  The primary responsibility of my role was to plan the events and special appearances for Markus Primes' debut book tour "B.R.U.H." I traveled alongside Prime to select tour destinations and managed the sale of his book and merchandise. The primary responsibility of my role was to plan the events and special appearances for Markus Primes' debut book tour "B.R.U.H." I traveled alongside Prime to select tour destinations and managed the sale of his book and merchandise.



Quality Services Moving

• United States
• Truck Transportation
• 1 - 100 Employee

• Administrative Assistant

  • Jul 2014 - Jan 2015

  * Administrative support role that reported financial data directly to executive leadership while liaisoning between the sales, dispatch, and accounting departments. * I assisted in the expense reporting and scheduling for both executive members and contractors. I also prepared documents and managed database records regarding budget information for each project. * I was responsible for weekly customer outreach surveys to provide insight on service strategies. * Administrative support role that reported financial data directly to executive leadership while liaisoning between the sales, dispatch, and accounting departments. * I assisted in the expense reporting and scheduling for both executive members and contractors. I also prepared documents and managed database records regarding budget information for each project. * I was responsible for weekly customer outreach surveys to provide insight on service strategies.