Experience

Peerspace

• United States
• Consumer Services
• 1 - 100 Employee

• Customer Experience Specialist

  • Jan 2022 - Sep 2023

  Remote As a vibrant Customer Experience Specialist at Peerspace, I immersed myself in creating exceptional customer interactions and boosting brand perception through a dynamic approach: Collaborative Success: Collaborated with cross-functional teams, fostering a collective spirit among marketing, sales, product development, and others, achieving a unified and frictionless customer journey. Stakeholder Delight: Regularly communicated with internal stakeholders, engaging proactively… Show more As a vibrant Customer Experience Specialist at Peerspace, I immersed myself in creating exceptional customer interactions and boosting brand perception through a dynamic approach: Collaborative Success: Collaborated with cross-functional teams, fostering a collective spirit among marketing, sales, product development, and others, achieving a unified and frictionless customer journey. Stakeholder Delight: Regularly communicated with internal stakeholders, engaging proactively with executives to enhance the brand experience and infuse positivity. Proactive Problem-Solving: Proactively addressed issues within business processes, contributing to a seamless customer experience and celebrating wins in our journey of continuous improvement. Feedback-Fueled Progress: Gathered, tracked, and analyzed customer feedback, providing valuable insights that fueled internal improvements and contributed to exceptional CX metrics, including NPS and CSAT. Digital Delight: Collaborated with tech teams, ensuring a seamless brand and purchasing experience on online platforms and apps. Community Connection: Actively engaged in and moderated the Peerspace Host Forum, fostering a supportive host community and ensuring smooth conflict resolution between Guests and Hosts. Online Oasis: Updated and managed online review platforms—Yelp, Google for Business, Trustpilot, and Better Business Bureau—ensuring a positive and vibrant brand presence. Recognition and Leadership: Delivered NPS results at company meetings, co-chaired the Womxn's Employee Resource Group, earned a peer-nominated nomination for the Peerspace Impact Player Award, and secured the Agent of the Month Award twice. Achievement Unleashed: Consistently exceeded QA score goals, scoring above 95%, and received peer nominations, celebrating milestones in a vibrant and impactful Peerspace journey.

• Customer Experience Associate

  • Jun 2021 - Jan 2022

  As a dedicated Customer Experience Associate at Peerspace, I played a central role in providing exceptional support to our community of hosts and guests. Key responsibilities include: First Point of Contact: Served as the initial contact for users, addressing a diverse range of inquiries ranging from onboarding hosts to offering location and service recommendations to guests. Multichannel Customer Service: Delivered friendly and efficient customer service across various… Show more As a dedicated Customer Experience Associate at Peerspace, I played a central role in providing exceptional support to our community of hosts and guests. Key responsibilities include: First Point of Contact: Served as the initial contact for users, addressing a diverse range of inquiries ranging from onboarding hosts to offering location and service recommendations to guests. Multichannel Customer Service: Delivered friendly and efficient customer service across various channels, including phone, email, live chat, and social media. Ensured Peerspace hosts and guests experienced seamless, no-hassle bookings and an overall positive customer journey. Remote Work Excellence: Displayed self-discipline, productivity, and a strong sense of responsibility while accomplishing job duties in a remote work environment, contributing to the smooth operation of the customer experience team. Queue Management and Process Improvements: Independently managed a queue of support requests, demonstrating an eye for process improvements. Proactively identified and implemented enhancements to streamline customer support operations. Surprise and Delight Initiatives: Identified opportunities to surprise and delight Peerspace hosts and guests, going above and beyond to exceed customer expectations and foster a positive relationship with the platform. Trend Identification and Improvement Suggestions: Actively identified trends in customer inquiries and took a proactive role in delivering valuable suggestions for process and product improvements. Contributed to the evolution of Peerspace's customer experience strategy. In this role, I developed a deep understanding of customer needs and actively contributed to enhancing the overall user experience.



Janae Banks Customer Experience Consulting

• Customer Experience Consultant

  • Dec 2020 - Apr 2022

  New York, United States As a dedicated Customer Experience Consultant, I bring a wealth of expertise in elevating organizational success through the optimization of customer interactions and employee satisfaction. I have had the privilege of offering a comprehensive suite of services that spans the entire customer journey. Key Offerings: Customer Insights and Research: Conducted in-depth customer interviews and executed online surveys to gather valuable insights into customer preferences, pain points,… Show more As a dedicated Customer Experience Consultant, I bring a wealth of expertise in elevating organizational success through the optimization of customer interactions and employee satisfaction. I have had the privilege of offering a comprehensive suite of services that spans the entire customer journey. Key Offerings: Customer Insights and Research: Conducted in-depth customer interviews and executed online surveys to gather valuable insights into customer preferences, pain points, and expectations. Utilized these findings to inform strategic decision-making and enhance overall customer satisfaction. Customer Journey Optimization: Specialized in crafting intricate customer journey maps to visualize touchpoints and identify opportunities for improvement. Implemented targeted initiatives based on these maps to streamline processes and deliver a seamless customer experience. Benchmarking and Metrics: Developed and delivered benchmark reports to clients, offering a clear understanding of their position in the market and actionable insights for improvement. Implemented robust CX metrics systems to measure and track customer satisfaction and loyalty. Customer Journey Testing: Led rigorous testing initiatives to evaluate the effectiveness of customer journeys, ensuring alignment with business goals and customer expectations. Community Engagement: Successfully implemented and managed community forums to foster customer engagement, gather feedback, and build a sense of community around the brand. Contact Center Diagnostics: Conducted thorough assessments of customer service and contact center operations, identifying areas for improvement and implementing strategic enhancements to elevate service quality. Show less



Just Salad

• United States
• Restaurants
• 100 - 200 Employee

• Guest Relations Manager

  • Mar 2014 - Jun 2020

  Greater New York City Area As the Guest Relations Manager at Just Salad, I had the privilege of spearheading comprehensive customer service initiatives and ensuring an exceptional experience for our valued customers. I successfully led a dynamic customer support team of 10 individuals, overseeing everything from inquiries and troubleshooting to compliments and complaints. Key Achievements: Team Leadership and Development: Managed a high-performing Customer Relations team, overseeing payroll, scheduling… Show more As the Guest Relations Manager at Just Salad, I had the privilege of spearheading comprehensive customer service initiatives and ensuring an exceptional experience for our valued customers. I successfully led a dynamic customer support team of 10 individuals, overseeing everything from inquiries and troubleshooting to compliments and complaints. Key Achievements: Team Leadership and Development: Managed a high-performing Customer Relations team, overseeing payroll, scheduling, training, and hiring processes. Fostered a collaborative and customer-centric work environment, resulting in a team that consistently exceeded expectations. Multi-Platform Menu Management: Updated and maintained menu content across various platforms, including orderjustsalad.com, Grubhub.com, Seamless.com, Delivery.com, Sharebite.com, UberEats, Doordash, and Ritual.com. Ensured accurate and consistent representation of our offerings to optimize customer engagement and satisfaction. Monthly Up-Selling Program: Implemented a monthly up-selling program for the Customer Support team, exceeding sales targets and enhancing overall customer experience, driving revenue growth and surpassing key performance indicators (KPIs). Performance Excellence: Developed a proven track record of consistently exceeding targets and KPIs, showcasing a commitment to operational excellence and customer satisfaction. Voice of the Customer: Functioned as the voice of the customer, actively collecting feedback and insights to drive continuous improvement across all facets of the business, including product enhancements and service optimizations. Help Desk Software Proficiency: Proficient in utilizing help desk software, including Desk.com, Zendesk, and Helpscout, to streamline customer service processes, track issues, and ensure timely resolution.

• Customer Service Manager

  • Dec 2013 - Mar 2014

  New York, New York



RICKY'S NYC

• Retail
• 1 - 100 Employee

• Customer Service Manager

  • Aug 2009 - Dec 2013

  ricky's nyc In my role as Customer Service Manager at Ricky's NYC, I consistently demonstrated a commitment to delivering exceptional online customer experiences while optimizing internal processes and fostering brand engagement. Key responsibilities include: Holistic Customer Care: Expertly handled online customer service inquiries, complaints, and billing questions with tact and efficiency, ensuring prompt and satisfactory resolutions. Issue Resolution and Internal Support: Identified… Show more In my role as Customer Service Manager at Ricky's NYC, I consistently demonstrated a commitment to delivering exceptional online customer experiences while optimizing internal processes and fostering brand engagement. Key responsibilities include: Holistic Customer Care: Expertly handled online customer service inquiries, complaints, and billing questions with tact and efficiency, ensuring prompt and satisfactory resolutions. Issue Resolution and Internal Support: Identified and monitored customer concerns, guiding them through to resolution and providing internal support when necessary, contributing to a positive customer experience. Team Leadership and Training: Oversaw the training and performance of new customer care representatives, cultivating a skilled and customer-focused team. Content Enhancement and Process Streamlining: Routinely provided recommendations to improve online content and product displays, proactively streamlining processes surrounding customer care services for greater efficiency. Vendor and Shipping Coordination: Acted as a liaison between vendors and shipping departments to ensure seamless order fulfillment, optimizing the customer's end-to-end journey. Online Publicity and Social Media Management: Took charge of online publicity and social media communications, engaging with customers on platforms like Facebook and Foursquare to enhance brand visibility and reputation. Brand Enhancement Contributions: Proactively contributed ideas to improve Ricky's beauty brands, demonstrating a passion for innovation and growth within the beauty industry. This role equipped me with the skills to not only manage customer service operations effectively but also to drive improvements in brand engagement and online experiences. Show less



Food Lion

• United States
• Retail
• 700 & Above Employee

• Customer Service Office Assistant

  • Dec 2008 - Jun 2009

  Greensboro/Winston-Salem, North Carolina Area In my role as a Customer Service Office Assistant at Food Lion, I played a pivotal role in ensuring a seamless customer experience and operational efficiency. Key responsibilities included: Customer Issue Resolution: Ensured all walk-in customers received prompt attention and resolution to service-related issues, encompassing shopping assistance, payment concerns, and delivery inquiries. Financial Reporting and Reconciliation: Provided accurate and timely cash reports… Show more In my role as a Customer Service Office Assistant at Food Lion, I played a pivotal role in ensuring a seamless customer experience and operational efficiency. Key responsibilities included: Customer Issue Resolution: Ensured all walk-in customers received prompt attention and resolution to service-related issues, encompassing shopping assistance, payment concerns, and delivery inquiries. Financial Reporting and Reconciliation: Provided accurate and timely cash reports, including daily summaries of loans, register reconciliations, and deposits. Maintained a meticulous approach to financial transactions to uphold the store's fiscal integrity. Money Orders and Financial Transactions: Managed the wiring of funds through money orders and Western Union transactions, demonstrating a keen eye for detail and adherence to financial protocols. Cashier Training and Support: Supported upper management by actively participating in the training of new cashiers, contributing to the development of a skilled and customer-focused team. Store Maintenance and Security: Played a vital role in store maintenance and security operations, implementing measures to control cash handling, prevent "shrinkage," and address issues related to dishonesty, ensuring a secure and trustworthy retail environment. My experience at Food Lion equipped me with a comprehensive understanding of retail and grocery operations, customer service, and financial management. Show less