Experience

The Farmer's Dog

• United States
• Manufacturing
• 300 - 400 Employee

• Customer Experience Specialist

  • Feb 2023 - Present



TikTok

• United States
• Entertainment Providers
• 700 & Above Employee

• Trust and Safety Team Lead

  • Sep 2021 - Dec 2022

  - Co-led a team of 51 Safety Content Moderators working specifically in Livestream video queues. - Established, monitored, and coached direct reports on short and long-term KPI's in order to ensure strong business health. - Owned and hosted the Safety Team Monthly All Hands for the Nashville office. - Helped lead Nashville Women’s, Blxck, and Pride Employee Resource Groups to promote engagement and support under-represented communities in the workplace. - Assisted in facilitating the MEP (Moderator Excellence Program) to develop strong moderators interested in a Team Lead position. - Gathered and presented important team related data insights during monthly business review as well as proposed potential solutions for areas of opportunity with all necessary Safety stakeholders. Show less



Camping World

• United States
• Retail
• 700 & Above Employee

• Business Development Representative

  • Aug 2020 - Aug 2021

  - Call an average of 70-100 leads per day in an attempt to drive business into the dealership. - Support RV Specialists in follow-up correspondence to ensure the customer receives all the information they’ve requested. - Maintain strong relationships with past, present, and future buyers to retain trust in the brand. - Schedule and confirm appointments for sales reps. - Continued education on products and services to provide above and beyond support to our customers. - Call an average of 70-100 leads per day in an attempt to drive business into the dealership. - Support RV Specialists in follow-up correspondence to ensure the customer receives all the information they’ve requested. - Maintain strong relationships with past, present, and future buyers to retain trust in the brand. - Schedule and confirm appointments for sales reps. - Continued education on products and services to provide above and beyond support to our customers.



Lyft

• United States
• Ground Passenger Transportation
• 700 & Above Employee

• Safety Team Lead

  • Jul 2019 - Apr 2020

  - Managed a team of 12-15 Trust and Safety agents across multiple tiers of business intake and safety related customer support. - Collaborated with my peers to create employee engagement opportunities that promote healthy business metrics and trust in the brand. - Monitored daily/weekly business health to ensure a quick response time while providing world class empathy and support to the community. - Spearheaded and participated in multiple group and individual projects which focused on personal development of team members as well as improvement to business health needs. Show less

• Safety Specialist

  • May 2018 - Jul 2019

  - Recruited to participate in a vital Taxonomy Audit that required several months of internal auditing of tickets as well as calibrating on themes specific to the Safety org. - Developed my skill sets in people leadership further by enforcing quality, productivity, and NPS metric requirements to assigned team members. - Assisted in building out all Safety related internal and external content to streamline Safety support for both employees as well as the community. - Enhanced my ability to use tools on a more intricate level including but not limited to G Suite, Microso Office, Tableau, Looker, ZenDesk, JIRA, and Lucid Chart. Show less

• Critical Response Associate

  • May 2016 - May 2018

  - Acts as the first point of contact for the Trust and Safety Department.- Creates a specialized above and beyond experience for the community.- Maintains an efficient work speed while handling high call and e-mail volume on a daily basis.- Engages with the Lyft community empathetically and calmly during critical and emotional situations.- Establishes outstanding, personalized service experiences for all users.- Diligently documents pertinent contact information using internal systems and tools.- Develops strong relationships throughout all departments. Show less



SILO Restaurant

• Greater Nashville Area, TN

• Server

  • Mar 2013 - Apr 2016

  Using in depth knowledge of product to suggestively sell elevated southern cuisine to guests. Using in depth knowledge of product to suggestively sell elevated southern cuisine to guests.



SAG-AFTRA

• Entertainment Providers
• 700 & Above Employee

• Actress

  • Oct 2004 - Jan 2015