Experience

• 

  William & Lanaea C. Featherstone Foundation

  • Executive Director
• 

  William & Lanaea C. Featherstone Foundation

  • United States
  • Non-profit Organizations
  • 1 - 100 Employee

  • Executive Director

    • Jul 2022 - Present

  • Program Director - Workforce Development Programs

    • Mar 2022 - Present

  • Program & Community Engagement Director, Consultant

    • Apr 2021 - Mar 2022

• 

  Pandora

  • Denmark
  • Retail Luxury Goods and Jewelry
  • 700 & Above Employee

  • Customer Experience Assistant Manager

    • Oct 2019 - Apr 2021

    - Manage two operation departments with over 20 associates. - Oversee contact centers to include over 800 bound calls per day and over 500 emails per day related to product, claims and store operations. - Maximize team performance by coaching and mentoring associates to ensure service levels agreements of less than 48 hours turnaround response rate and maintain less than one min hold time in in-bound calls are met. - Lead quality assurance meetings, calibration sessions and forecasting projects using key performance indicators (KPIs). - Contribute to PANDORA's omnichannel initiative and open a third party - eCommerce contact center by developing training and forecasting SOP for call center operations.- Lead team to provide world class service to B2B(internal) and B2C(external) customers.

  • Consumer Affairs Supervisor

    • May 2018 - Jan 2021

    - Oversaw more than 12 associates to handle phone/email communications about product/ service claims from end-consumers located in South, Central and North America markets. - Implemented and used key performance indicators (KPIs) for forecasting and evaluation to ensure timely and excellent customer service. - Optimized and monitored software communication center reports, quality management and contact center solutions. - Collaborated with human resources and staff agencies to recruit, hire, train, retain, discipline and dismiss employees. Created schedules and distributed resources to ensure service levels are met.

  • Multilingual Customer Solutions Specialist, Pandora Americas

    • Apr 2017 - May 2018

    - Portfolio management of diverse corporate business accounts across Latin and North American markets. - Led Emerging Markets customer solutions, internal affairs team to provide timely and accurate support to international corporate accounts in South, Central and North America.- Built strong relationships with territory sales managers and individual store staff to ensure successful adherence to supply chain and operations processes. - Proactively communicated projects statuses with clients and managed effective working relationships. - Trained and mentored internal and external PANDORA staff/affiliates to achieve proficiency in IT systems. - Developed and implemented high impact process improvement projects.- Worked closely with sales and marketing teams in support of international business development and customer relationship management objectives.

• 

  BB&T

  • 3805 Boston Street. Baltimore, Md 21224

  • Branch Banker III

    • Jan 2016 - Apr 2017
    • 3805 Boston Street. Baltimore, Md 21224

    - Led a team of four people to increase long term relationships with clients from different backgrounds while providing a perfect client experience. - Met weekly sales goals, organized and led sales meetings, worked with different functional teams to maintain branch operations, execute daily and ...

• 

  The New Century School

  • Baltimore, Maryland Area

  • Spanish Teacher

    • Jun 2015 - Jan 2016
    • Baltimore, Maryland Area

    Taught Spanish lessons focused on critical thinking and global awareness; managed parents meetings, built rapport with families and developed student performance reports, tracked learning progress and outcomes; developed customized and tailored teaching strategies, tools and classroom procedures.

• 

  Freelance Editor

  • Baltimore, Maryland Area

  • Spanish/English Translator

    • Jan 2015 - Jan 2016
    • Baltimore, Maryland Area

    Translated technical articles from Spanish to English for publication; proofread and edit documents.

• 

  Berlin & Associates, P.A. - Immigration Law...

  • Baltimore, Maryland

  • Legal Administrative Assistant

    • Jun 2014 - Dec 2014
    • Baltimore, Maryland

    Managed financial bookkeeping system and collections for a leading immigration law firm; tracked revenue to determine marketing and advertising efforts; Created and maintained Excel-based system to monitor client appointments and organize referrals; managed client in-take process and responded to...

• 

  Cambridge Language Centres - Lenguajes y Sistem...

  • Popayan, Colombia

  • English Instructor

    • Apr 2012 - Jun 2013
    • Popayan, Colombia

    Planned and delivered lessons using best practices to enhance and customize instruction of English language. Assessed students in the second language learning process.