Experience

The New York Times

• United States
• Newspaper Publishing
• 700 & Above Employee

• Content Development Associate Manager

  • Jul 2022 - Present

  Remote • Work in an agile environment to plan, edit, and write internal communications for Agents and external communications for Customers to achieve business goals. • Use data to evaluate the success of new content and processes in addition to integrating emerging trends such as AI. • Create and facilitate messaging from various product teams, legal, and senior management to ensure consistent messaging, branding, imagery, and identity. • Work with internal New York Times teams and vendors… Show more • Work in an agile environment to plan, edit, and write internal communications for Agents and external communications for Customers to achieve business goals. • Use data to evaluate the success of new content and processes in addition to integrating emerging trends such as AI. • Create and facilitate messaging from various product teams, legal, and senior management to ensure consistent messaging, branding, imagery, and identity. • Work with internal New York Times teams and vendors to identify content and process opportunities • Use data to evaluate the success of new content and processes • Support internal Knowledge Base social features such as community and comments • Generate New ideas to improve workflow and content Show less



AssetMark

• United States
• Financial Services
• 500 - 600 Employee

• Content Manager

  • Mar 2021 - Jul 2022

  Remote • Responsible for creating, reviewing, cross-referencing, and maintaining the training programs, manuals, multimedia visual aids, and other educational materials for 500-1000 employees in accordance with company policy in addition to state and federal regulations • Communicated Content Management Team and Training Team objectives, schedules, and training assessments to management • Assisted in facilitating, designing, and managing The TOBI Project - AssetMark’s largest project to… Show more • Responsible for creating, reviewing, cross-referencing, and maintaining the training programs, manuals, multimedia visual aids, and other educational materials for 500-1000 employees in accordance with company policy in addition to state and federal regulations • Communicated Content Management Team and Training Team objectives, schedules, and training assessments to management • Assisted in facilitating, designing, and managing The TOBI Project - AssetMark’s largest project to date • Assisted in facilitating and managing teams on company projects – including AssetMark’s largest project to date (TNET Out Beta In - TOBI) • Leading teams of 3 – 4 associates on multiple projects, including TOBI, in addition to various solo projects • Overhaul of training courses and manuals aligning to the organization's strategic goals, mission, and vision • Collaborated with vendors to create a dynamic and branded learning portal • Maintained and updated the learning portal for the Operations and Service Department • Trained support staff in the company learning portal in implementation, updating, and maintenance procedures for the company learning portal • Developed built-in feedback form in the operating procedures to analyze where training is struggling and what needs to be updated • Spearheaded a mentorship program for new associates for Operations and Service • Successfully transitioned team to a project management platform - Jira • Instructional Designer on Training Team • Hosted virtual team building events at AssetMark • Technical resource for the Training Department • Innovator of the Quarter 2022

• Advanced Operations Specialist

  • Oct 2020 - Mar 2021

  • Managed Financial Accounts for Financial Advisors and their clients • Used outstanding customer service to assist Financial Advisors and high value clients achieve their financial goals • Worked cross-functionally in various operational tasks

• Workflow Analyst Intern

  • May 2019 - Oct 2020

  • Analyzed workflow data for appropriate distribution of work • Trained global team virtually on how to analyze workflow and distribute tasks • Communicated daily with the team through upbeat and morale-boosting emails about deadlines, data, and SLA • Reviewed and tracked performance benchmarks and metrics of all team members • Worked with individual team members on their skills and helping them grow by locating and assigning appropriate work • Monitored daily strategies and… Show more • Analyzed workflow data for appropriate distribution of work • Trained global team virtually on how to analyze workflow and distribute tasks • Communicated daily with the team through upbeat and morale-boosting emails about deadlines, data, and SLA • Reviewed and tracked performance benchmarks and metrics of all team members • Worked with individual team members on their skills and helping them grow by locating and assigning appropriate work • Monitored daily strategies and challenges and proactively resolved obstacles • Collaborated closely with upper management to drive strategy through development and implementation of new processes and identify inefficiencies • Developed flowcharts and diagrams to describe and lay out logical operational steps to assist employees, departments, global teams, and third-party vendors • Created Partner Custodian Transfer Follow Up scripts, PowerPoints, and Standard Operating Process guides for our Global Team • Sorted and organized materials such as physical files, tracking spreadsheets and reports • Monitored and analyzed financial, statistical and operational data trends for spreadsheets and learning resources for employees



State Farm

• United States
• Insurance
• 700 & Above Employee

• Initial Loss Reporting Associate

  • Aug 2017 - Apr 2019

  Tempe, Arizona •Mentored new hires, resulting in stronger staff development and increased productivity • Addresses customer losses in an empathetic and professional manner • Implemented "Being a Green-Neighbor" recycling and sustainability awareness in my department • Meets or exceeds service and quality standards every review period • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment • Provided excellent customer care by… Show more •Mentored new hires, resulting in stronger staff development and increased productivity • Addresses customer losses in an empathetic and professional manner • Implemented "Being a Green-Neighbor" recycling and sustainability awareness in my department • Meets or exceeds service and quality standards every review period • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment • Provided excellent customer care by assisting with filing claims • Adhered to the companies policies and procedures while filing claims Show less



Lush Fresh Handmade Cosmetics North America

• Canada
• Personal Care Product Manufacturing
• 700 & Above Employee

• Floor Manager

  • Oct 2014 - Sep 2016

  • Led job interviews, held employee performance evaluations, and rewarded high achievers to attract and retain top-quality employees • Determined customer needs by asking relevant questions and listening actively to the responses • Handled all customer relations issues in a gracious manner • Set and updated weekly work schedules to meet store needs • Worked with management and Human Resources to accomplish hiring objectives • Educated customers about the brand to incite… Show more • Led job interviews, held employee performance evaluations, and rewarded high achievers to attract and retain top-quality employees • Determined customer needs by asking relevant questions and listening actively to the responses • Handled all customer relations issues in a gracious manner • Set and updated weekly work schedules to meet store needs • Worked with management and Human Resources to accomplish hiring objectives • Educated customers about the brand to incite excitement about the company's mission • Mentored new sales associates to contribute to the store's positive culture • Managed the store floor operations Show less