Product Support Lead

• May 2022 - Present

Ascend is a modern, all-in-one payments solution purpose-built for insurance. Ascend replaces the outdated infrastructure and processes of the insurance industry with modern technology that provides consumers, agents, brokers, and carriers with a simple solution to handle payments, premium financing, and billing. We’re backed by First Round Capital, Susa Ventures, FirstMark Capital, Box Group, amongst others and an amazing group of Angel Investors. We’re hiring across engineering and business functions - email us at [hello@useascend.com](mailto:hello@useascend.com) if you're interested in learning more. Show less

Data Specialist Lead

• Jun 2021 - May 2022

+Oversees data reporting for 14 clients on a time-sensitive basis to ensure data accuracy, answer data-related questions in an approachable way, and identify industry trends within the data+Active member of the Corporate Strategy Team that identifies company & client needs and makes key decisions about strategic initiatives on a short- and long-term basis+Founded and chaired DE&I Committee, guiding team through company-wide DE&I initiatives, such as planning educational opportunities, leading policy reviews, and communicating with leadership, consultant and company on behalf of committee+Manages a team of 2 to ensure alignment on company values, team updates, projects and data reporting, as well as coach individuals for professional growth+Planned and executed a five-month project to automate a manual process alongside Product Development Team to increase process efficiencies and achieve company-wide initiative to reduce data team's waste Show less

Data Associate

• Nov 2020 - Jun 2021

Junior Data Associate

• Apr 2020 - Nov 2020

Systems Assistant & Team Manager

• Jun 2018 - Apr 2020

+Acted as Systems Assistant across multiple systems including Salesforce and university database to maintain data and process integrity across all systems +Acted as liaison between Systems Team and Admission Team of 28 admissions staff regarding systems troubleshooting, admissions processes, and policies from application to enrollment +Managed a team of 10 employees including hiring, onboarding, and work flow management +Created and analyzed reports for department leadership, leading to efficient and impactful decision-making Show less

Operations Service Representative

• Jun 2017 - Jun 2018

+Part of a 5 member team hired to improve client satisfaction for Sony's television division with results including department NPS score increase by 42% over 9 months, and personally maintained high NPS score based on customer feedback +Connected with a wide variety of clients to ensure they felt heard, understood, and cared for as clients of Sony with the goals of customer loyalty and consistently high client engagement +Prioritized multiple channels of communication with 90-120 customers at any given time, assessing and addressing each customer's needs, communication style, and pain points throughout the process +Monitored feedback and client interaction utilizing Salesforce with the goal of mapping the client experience to identify and solve recurring problems throughout the television replacement process +Created scalable documentation processes and standards for the team throughout investigation phases to track customer satisfaction Show less

Conference Services Team Leader

• May 2016 - Sep 2016

+ Led a team of up to 12 guest representatives during 5- to 9-hour shifts to complete daily & weekly tasks. + Received a task list and delegated tasks to representatives to complete, support teammates, and cater to our guest groups ranging from 15 to 650 people. + Upheld communication with team, supervisors, and campus guests to provide solutions to questions, problems, and inquiries of guests & groups with patience, excellent customer service, and a positive attitude. +Welcomed and engaged groups ranging from 15 to 650 on campus, supervised groups’ use of campus facilities, and managed emergencies to provide each guest with the best experience possible while upholding campus standards and guidelines. Show less

Intern

• Sep 2015 - Dec 2015