Experience

Rise Gardens

• United States
• Food and Beverage Manufacturing
• 1 - 100 Employee

• Director of Customer Experience

  • Jul 2022 - Sep 2023

  Build and lead a best-in-class customer experience team to serve Rise Gardens customers and its community. Guide Rise Gardens in being a customer-centric organization by studying customer preferences, needs, and behaviors to support and work cross-functionally with Marketing, Product, and Operation teams on strategies that positively impact the customer experience and contribute to Rise Gardens’ mission. - Monitor, track, and report on customer data from a range of sources and… Show more Build and lead a best-in-class customer experience team to serve Rise Gardens customers and its community. Guide Rise Gardens in being a customer-centric organization by studying customer preferences, needs, and behaviors to support and work cross-functionally with Marketing, Product, and Operation teams on strategies that positively impact the customer experience and contribute to Rise Gardens’ mission. - Monitor, track, and report on customer data from a range of sources and effectively communicate findings across departments and to key stakeholders - Analyze and communicate customer trends and pain points. Communicate the voice of the customer to inform product roadmap, operational improvements, and marketing strategies - Be an active participant in the product creation process to ensure the needs and behaviors of the customer are represented - Own and oversee content creation to enhance self-service, automation, and the overall Rise Gardens customer experience - Leverage technology to continuously improve the support experience for customers via faster response times, more personalized responses, etc. - Manage data, recognize patterns and craft insights to develop customer-centric communication, strategies, and processes to improve customer loyalty - Manage and develop a team of specialists and oversee team growth - Set the long-term strategy of customer experience team operations including technology enablement, staffing & organizational decisions, and process efficiency

• Customer Care Manager

  • Aug 2020 - Jul 2022

  Build the Customer Care team and overall customer experience to advance Rise Gardens' mission to connect people to the food they eat by inspiring them to grow food that they are proud of and can enjoy with family and friends. - Responsible for ensuring that each Rise Gardens customer is able to resolve their problems via informational content, community-based support, or engagement with our customer care team - Hire, train, and manage a team of customer service agents - Resolve… Show more Build the Customer Care team and overall customer experience to advance Rise Gardens' mission to connect people to the food they eat by inspiring them to grow food that they are proud of and can enjoy with family and friends. - Responsible for ensuring that each Rise Gardens customer is able to resolve their problems via informational content, community-based support, or engagement with our customer care team - Hire, train, and manage a team of customer service agents - Resolve complex customer issues and/or complaints and create methods of proactive escalation prevention - Maintain performance objectives and Key Performance Indicators



Lyft

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

• Strategic Customer Experience & Executive Resolutions Specialist

  • Jul 2019 - May 2020

  Responsible for execution of strategy for strategic customer experiences within Lyft's CET (Customer Experience Team). Accountable for internal process design to increase efficiency and lead the organization with actionable insights and analytics. Accountable for QA process for executive escalation program. - Responsible for identifying process, product, and behavior opportunities with key stakeholders - Spearhead a one-to-many support model of Lyft driver influencers to deepen the… Show more Responsible for execution of strategy for strategic customer experiences within Lyft's CET (Customer Experience Team). Accountable for internal process design to increase efficiency and lead the organization with actionable insights and analytics. Accountable for QA process for executive escalation program. - Responsible for identifying process, product, and behavior opportunities with key stakeholders - Spearhead a one-to-many support model of Lyft driver influencers to deepen the understanding of the user life cycle, user behavior, and user motivations through customer insights - Oversee 3rd-Party consumer complaint process in partnership with legal and local regulatory teams - Deliver A+ Better Business Bureau Rating - Oversee the DAC (Driver Advisory Council) partnership within CET and work alongside the Driver Advocacy team to understand driver behavior and influence lifetime value for users through targeted initiatives to improve customer retention, usage, and satisfaction measured by NPS

• Retail Field Escalation (HUB) Specialist

  • Jan 2018 - Jul 2019

  Nashville, Tennessee Oversee escalation channel health for retail field teams. This included support for community associates, local leadership, and executive teams by maintaining expertise in cross-functional roles while working in a dynamic and quickly evolving environment. - Conduct monthly check-ins, trainings, and stop-gap assessments for field teams - Facilitate training for new market launches and product updates - Establish relationships with various field team members by conducting monthly… Show more Oversee escalation channel health for retail field teams. This included support for community associates, local leadership, and executive teams by maintaining expertise in cross-functional roles while working in a dynamic and quickly evolving environment. - Conduct monthly check-ins, trainings, and stop-gap assessments for field teams - Facilitate training for new market launches and product updates - Establish relationships with various field team members by conducting monthly check-ins with local operations leads to strengthen the relationship between the Field Operations and CET organizations. - Assist in the facilitation of skill and process education for early stage markets and new market launches

• Driver Payments Specialist

  • Jan 2016 - Jan 2018

  Nashville, Tennessee Primary main point of contact for escalations, creating delightful experiences for our drivers and riders nationwide. - Resolve earning or promotion issues for Drivers - Support new content creation for driver experience - Drive process and talent improvement through data analytics and reporting - Responsible for closed-loop feedback for experience gaps



Click magazine

• United States
• Book and Periodical Publishing
• 1 - 100 Employee

• Contributing Writer & Photographer

  • Mar 2015 - May 2018

  Freelance writer for a regional lifestyle and society publication - Click Magazine. Writing focused on stories that introduce readers to exciting places, compelling people, and authentic experiences unique to the South. - Organizing material, determining the area of emphasis, and writing stories according to prescribed editorial style and format standards - Prioritizing workflow and managing schedules to deliver completed projects under deadline - Receiving assignments from my… Show more Freelance writer for a regional lifestyle and society publication - Click Magazine. Writing focused on stories that introduce readers to exciting places, compelling people, and authentic experiences unique to the South. - Organizing material, determining the area of emphasis, and writing stories according to prescribed editorial style and format standards - Prioritizing workflow and managing schedules to deliver completed projects under deadline - Receiving assignments from my editor or evaluating leads and tips in order to develop story ideas - Arranging interviews with subjects or people who can provide information about a particular story Show less



the Bradford Group | Public Relations and Marketing

• Public Relations Intern

  • Jan 2016 - Mar 2016

  Greater Nashville Area



Ardent Studios

• Brand Manangement

  • May 2014 - Dec 2014

  Memphis, TN • Create social media content for Ardent and its artists including Big Star • Write blog posts for Ardent Music • Assist in the branding of Ardent Studios and its labels



Signal Flow PR

• Public Relations Intern

  • Feb 2014 - May 2014

  Memphis, TN • Assist with day-to-day operations as well as with special event and project planning • Research • Write posts for Signal Flow blog • Create social media content for the Rock N' Soul Museum and Memphis Music Hall of Fame



The Recording Academy

• Musicians
• 700 & Above Employee

• Intern

  • Jan 2012 - May 2012

  Memphis, TN • Assist Project Coordinator with chapter events and project planning



The Brooklyn Bridge Italian Restaurant

• Server

  • Oct 2008 - Feb 2012

  Germantown, TN



Theatre Memphis

• United States
• Performing Arts
• 1 - 100 Employee

• Accounting and Finance Intern

  • Jul 2011 - Aug 2011

  Memphis, TN • Assist finance manager prepare for annual audit • Assist with day-to-day bookkeeping operations