Experience

The Bouqs Company

• United States
• Retail
• 1 - 100 Employee

• Associate Manager, CX

  • Jul 2021 - Present

  -Direct the CX Coordinator to implement initiatives and update databases. -Establish Bouqs’ internal CX Newsletter highlighting key metrics including NPS, CSAT, and monthly general trends as well as weekly KPI updates.-Lead the fraud protection initiative with the technology’s team support to refine corporate systems and protocols.- Manage offshore QA, reporting, and training teams.- Established and directed weekly cross-functional initiative to assess product quality across all farm partners to proactively address seasonality product issues. This initiative also extracted customer expectation data to drive meaningful and informed marketing and PDP flower care. Show less

• Senior Training Associate

  • Aug 2020 - Jul 2021

  -Represented Bouqs in collaboration with Zendesk consultant to establish key reporting metrics with an emphasis on retention, CSAT, and customer expectation.-Directed the creation of a comprehensive knowledge base to finalize SOPs for the CX department.-Establish Bouqs’ internal CX Newsletter highlighting key metrics including NPS, CSAT, and monthly general trends as well as weekly KPI updates.

• Training Coordinator

  • Dec 2018 - Jul 2020

  -Create and adjust the training program for in-house teams and off-shore vendors.-Present training on systems and procedures to appropriate teams.-Assist in the development and testing of alternate issue resolutions.



The Honest Company

• United States
• Manufacturing
• 200 - 300 Employee

• Sr. Team Lead, Client Services

  • Apr 2017 - Dec 2018

  -Managed the live call and email team consisting of 18 CS representatives.-Directed day-to-day customer response policy and strategy for high-level fraud cases.-Coordinated and represented the customer response team in interdepartmental discussions relating legal and business development projects, as well as proposed customer response strategies with upper management.

• Sr CS Representative

  • Jul 2015 - Apr 2017

  -Resolve customers’ service and billing complaints through cross-functional coordination with legal, quality, and technology departments.-Represent the company in negotiations to diffuse Honest client situations and tailor future training to reflect customer feedback.



The Coffee Bean & Tea Leaf®

• Singapore
• Food and Beverage Services
• 700 & Above Employee

• Supervisor

  • Nov 2012 - May 2015



Palos Verdes Library District

• United States
• Libraries
• 1 - 100 Employee

• Assistant Clerk

  • Jun 2010 - Jun 2011



Revolution Prep

• United States
• Education Administration Programs
• 100 - 200 Employee

• Intern

  • Aug 2006 - Nov 2006