Experience

Pack Up + Go

• United States
• Travel Arrangements
• 1 - 100 Employee

• Trip Booking Specialist

  • Aug 2021 - Present

  Successfully plan large investments from customers, resulting in over 300 unique, customized events and activities per month with an average 4.8/5 net promoter scoreOrganized and successfully maintained records of customer experiences and feedback using a CRM database, Excel, and G-SuiteIndependently coordinated with customers, fielding questions and complaints in a timely and professional manner through phone and email correspondence on a regular basis Developed process enhancements that enabled time-cost savings through efficiency for all future end-users within the companyServe as a mentor and trainer to new hires and internsAnalyzed customer feedback to help better anticipate the needs of the business for the user, vendors, and customers



DICK'S Sporting Goods

• United States
• Retail
• 700 & Above Employee

• Executive Customer Engagement Representative

  • Feb 2020 - Aug 2021

  Successfully resolve 70+ customer complaints and interactions per day via email and phoneResearch and investigate customer inquiries while efficiently utilizing internal systems to deliver accurate and appropriate solutionsEfficiently multi-tasking and handling different types of customer interaction while simultaneously streamlining methods of resolutionDeveloped expertise in identifying key words, phrases, and sentence structure that allows for more efficient problem-solving strategiesAct as an official liaison to customers from the Executive Leadership TeamCommunicate with multiple teams and various third-party contacts to help facilitate resolutions for highly escalated customer complaints



Giant Eagle, Inc.

• United States
• Retail Groceries
• 700 & Above Employee

• Coordinator

  • Feb 2010 - Feb 2020

• Customer Experience

  • May 2019 - Aug 2019