Experience

Fracture

• United Kingdom
• Media Production

• Customer Support II

  • Apr 2022 - Present

  In addition to maintaining A+ customer support (see below, the first tier of this role), the customer experience as a whole is an important focus of my daily workload. -Creates and updates internal saved replies and SOP guides to continuously improve our knowledge base. During a transition to a new website, the majority of our processes have changed, making active communication vital. -Researches, documents, and reports website friction points and bugs to the DevOps and Product teams.-Edits customer images to honor our 100% Happiness Guarantee—adjusting for color, cropping, and quality issues.-Fostered communication between CS, Marketing, DevOps, Content, and Product teams to ensure everyone was on the same page regarding promotions. Highlighting roadblocks, and thus, SOP updates along the way.-Designed our company's "List of Truth" spreadsheet: organizing the promotion schedule and timing for associated website changes. (The use of this spreadsheet replaced another platform, saving us $9k/year.)-Experience with platforms: Shopify, PhotoShop, HelpScout, Klaviyo, Attentive, Braintree, Tableau, Jira, Trello, Google Calendar, Sheets, and last but not least—Slack. I consider Slack utilization to be a high-value skill; to be able to effectively participate in multiple conversations and maintain accurate data tracking, across more than a dozen channels, is not for the faint of heart. Show less

• Customer Support I

  • Jul 2021 - Mar 2022

  -Provides world class email, chat, and social media support for customers at every step of the e-commerce ordering process. (Assisting 60-90 customers a day during peak season!) -Maintains a Happiness Rating on HelpScout > 95% by using a friendly and solutions-oriented attitude to win over unruly customers. -Communicates closely with our Content Manager to ensure onboarding SOPs, saved replies, and Help Desk guides are displaying accurate information.-Thrives when it's time to onboard new team members!-Leads our Gifts Program, which aims to surprise and delight customers on a personal level who are celebrating big life moments or experiencing hardship/grief. -Dubbed 'Eagle Eye' by my peers very early on for being proactive and incredibly detail-focused! Show less



Gt Motorcars

• United States
• Motor Vehicle Manufacturing

• Administrative Office Assistant

  • Nov 2012 - Jul 2021

  I grew up in this office—this is where I learned to handle everything from changing a tire and ordering parts, to filing a supplemental auto claim with an insurance company. Being one of seven employees, I had to wear a lot of different hats and make do with less. Customer relations and loyalty were our top priorities! I grew up in this office—this is where I learned to handle everything from changing a tire and ordering parts, to filing a supplemental auto claim with an insurance company. Being one of seven employees, I had to wear a lot of different hats and make do with less. Customer relations and loyalty were our top priorities!



Flow Space

• Events Services

• Flow Fairy

  • Jun 2018 - Dec 2019

  Flow Space is my favorite yoga studio and event space in all of Gainesville. I helped check clients into class, process payments, did some light cleaning, answered questions about current promotions, and gave tours to anyone who had not visited our space before. This was work-trade; I was never a paid employee. Flow Space is my favorite yoga studio and event space in all of Gainesville. I helped check clients into class, process payments, did some light cleaning, answered questions about current promotions, and gave tours to anyone who had not visited our space before. This was work-trade; I was never a paid employee.



New Scooters 4 Less [NS4L]

• United States
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Sales Associate

  • Aug 2017 - Aug 2019

  This was only for the month of August, three summers in a row, to help with the back-to-school rush. Customer Service is their #1 focus. Extremely busy, fast-paced environment. This forced me out of my comfort zone, requiring me to learn new techniques in minutes. A lot of quick problem-solving and efficient communication with coworkers I'd never met before. This was only for the month of August, three summers in a row, to help with the back-to-school rush. Customer Service is their #1 focus. Extremely busy, fast-paced environment. This forced me out of my comfort zone, requiring me to learn new techniques in minutes. A lot of quick problem-solving and efficient communication with coworkers I'd never met before.



Walmart

• United States
• Retail
• 700 & Above Employee

• Customer Service Associate

  • Jun 2009 - Mar 2013

  This was my first job, and I worked at a total of four stores in three different cities. I learned to adapt as they cross-trained me in several different departments. My managers quickly learned that I only need to be shown a new skill once or twice, and I'm all set. This was my first job, and I worked at a total of four stores in three different cities. I learned to adapt as they cross-trained me in several different departments. My managers quickly learned that I only need to be shown a new skill once or twice, and I'm all set.