Experience

LendingClub

• United States
• Financial Services
• 700 & Above Employee

• Member Support Supervisor

  • Apr 2022 - Present

  - Lead a team of 15 customer support representatives, providing training, coaching, and daily support to ensure a high level of service is given on every call. - Monitored and coached behaviors to customer service metrics to identify areas for improvement and implemented corrective measures. - Collaborate with other departments to streamline processes, ensuring seamless coordination and efficient problem resolution. - Received "Leadership Ops Props" recognition for outstanding leadership. Nominated by current reports. -Received “Wildly Important Influencer Award” for recognition by leadership for outstanding working as well as results in Q1 2023. - Received some of the highest “Glint” employee survey satisfaction scores among all of LendingClub. Show less



Netflix

• United States
• Entertainment Providers
• 700 & Above Employee

• Tier 3 Manager

  • Mar 2017 - Apr 2020

  -Led a team of highly skilled Tier 3 Technical Support agents that were responsible for providing excellent support to the Netflix network by reporting issues and researching, fixing and escalating issues as needed.-Assisted learning and development with creating new curriculum for training as well as continued education for seasoned representatives. -Frequently worked with engineers and others in charge of the overall Netflix experience to ensure processes were clear and concise and being followed by all. Show less

• Voice Operations Supervisor

  • Nov 2015 - Mar 2017

  -Led, motivated and inspired 10-20 front line Customer Care Professionals by identifying strengths and opportunities of each team member to help reach their personal best and push them to greatness with developing on strengths currently had as well as discover new passions and skills unknown to them.-Among the top 5 teams in metrics month over month such as: Average Handle Time, Quality Percentage, Customer Response Surveys and others set by upper management.



American Express

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Team Lead

  • Oct 2013 - Nov 2015

  -Held each person accountable for their performance by having difficult conversations and administering counseling when necessary. -Managed a team of Customer Care Representatives at the U.S Open who were available for American Express card holders for face to face assistance with card assistance. (2013 & 2014)

• Workforce Management Specialist

  • Oct 2013 - Nov 2015

  -Worked closely with leadership assisting with scheduling off the phone activities, monitoring real-time adherence, providing various reports as needed and other operations issues.-Aided Customer Care Professionals by being a constant point of contact for making sure their schedules are coded correctly, answer any questions that may arise regarding policies and procedures, assist with general questions regarding computer issues and provide any support that is needed.



American Express

• United States
• Financial Services
• 700 & Above Employee

• Customer Care Professional

  • Apr 2012 - Nov 2012

  -Presented personalized customer service to American Express card members by helping with any account issues and maintenance for Consumer Co-Brand American Express Products. -Presented personalized customer service to American Express card members by helping with any account issues and maintenance for Consumer Co-Brand American Express Products.