Senior Online Marketplaces Manager

• May 2023 - Present

Manager, Online Marketplaces

• Oct 2021 - May 2023

eCommerce Customer Service Manager

• May 2018 - Sep 2021

eCommerce Sr. Customer Service Lead

• Jul 2017 - May 2018

Assisting and servicing 100,000+ and counting consumers. Interviewing, training and onboarding new customer service hires. Customer escalation follow up and satisfaction through Zendesk and phone support. Live chat support escalations. Settling/providing evidence for PayPal and Shopify cases and disputes. Reviewing and following up on fraudulent orders. Managing and completing tier 2 Facebook and Instagram escalations through Sprout Social. Refunds and cancellations. Subscription retention. Assisting with general product questions from customers. Customer service communication through Amazon Seller Central. Processing manual orders through Shopify and Amazon Seller Central. Tracking purchases via Newgistics and USPS. Creating canned responses for customer service team. Show less

Product Support Analyst

• Oct 2016 - Jun 2017

Re-defining onboarding process for self-serve format. Configuring, segmenting and implementing WalkMe, an interactive how-to guide for self-serve onboarding for all user levels. Tracking WalkMe success and enhancing how-to guide with help desk articles, videos, pop-up announcements and surveys to advance product needs based on client feedback and use. User acceptance testing for WalkMe on all user level dashboards. Tracking help desk ticket submissions by type of issue for new content building and WalkMe configurations. Tracking client onboarding success by quarter; number of minutes, reviews and surveys earned, self-serve onboarding steps completed, percentage to review goal. Configuring Natero a client success tool to assist with chrun.Secondary stakeholder in SalesForce migration for Client Services department. Show less

Sr. Administrative Support Specialist

• Dec 2015 - Oct 2016

Account set-ups. Answering customer service and general phone line. Creating online orders in Photoshop and processing shipping. Answering help desk tickets within 8 hours. Maintaining 95% customer satisfaction weekly rating in help desk. Answering chat support within 60 seconds. Maintaining a 95% NPS weekly chat score. Providing technical support via chat, phone, or email in regards to internet browser, review or social media sites and ReviewBuzz product. Writing technical help desk articles and helped create www.reviewbuzz.com/helpdesk. Helping retain customers. Collecting monthly past due fees. Assisting remote team in the Philippines. Creating internal how-to guides for new employees. Reporting bugs and creating escalation documents for development team. Show less

Technical Support

• Apr 2015 - Dec 2015

Account set-ups. Answering customer service and general phone line. Creating online orders in Photoshop and processing shipping. Answering help desk tickets within 8 hours. Maintaining 95% customer satisfaction weekly rating in help desk. Answering chat support within 60 seconds. Maintaining a 95% NPS weekly chat score. Providing technical support via chat, phone, or email in regards to internet browser, review or social media sites and ReviewBuzz product. Writing technical help desk articles and helped create www.reviewbuzz.com/helpdesk. Helping retain customers. Collecting monthly past due fees. Assisting remote team in the Philippines. Creating internal how-to guides for new employees. Reporting bugs and creating escalation documents for development team. Show less

Client Success Coach

• Aug 2014 - Apr 2015

Welcoming and training clients during the onboarding process. Providing web-demos and trained on product, review sites, SEO and social media sites via screenshare; one on one or group webinars. Assisting clients in reaching monthly review goal by teaching product to meet their needs.

Customer Service Representative

• Oct 2013 - Aug 2014

Account set-ups. Pre screening new clients for onboarding success. Answering and assisting calls from customer service and general phone line. Helping users through help desk, email, and chat.

Data Entry Specialist at ReviewBuzz

• Jun 2013 - Oct 2013

Input 2500+ prospects review data from different review sites; star rating and review count into spreadsheet to process PDF BuzzScore Report. Aggregating reviews to client accounts. Answering and routing calls. Input 2500+ prospects review data from different review sites; star rating and review count into spreadsheet to process PDF BuzzScore Report. Aggregating reviews to client accounts. Answering and routing calls.

Office Assistant - Oceanside Public Library

• Feb 2009 - Feb 2012

Data Entry. Accepting fines and fees. Answering multi-line phone. Assisting public with general questions and knowledge. Cuentos Para Ninos (Spanish Storytime) for kids ages 2 to 7. Preparing the program with bilingual books, songs, and crafts. Discarding library materials and checking items in and out. Minor technical support within public computer lab. Updating and maintaining patron accounts. Shelving and shelf reading library materials in alphabetical and Dewey Decimal Classification order. Data Entry. Accepting fines and fees. Answering multi-line phone. Assisting public with general questions and knowledge. Cuentos Para Ninos (Spanish Storytime) for kids ages 2 to 7. Preparing the program with bilingual books, songs, and crafts. Discarding library materials and checking items in and out. Minor technical support within public computer lab. Updating and maintaining patron accounts. Shelving and shelf reading library materials in alphabetical and Dewey Decimal Classification order.