Experience

The Adventure Challenge

• United States
• Retail
• 1 - 100 Employee

• Customer Experience Leader

  • Feb 2023 - Present

• Customer Experience Supervisor

  • Nov 2021 - Feb 2023

  • Supervised team of agents on the CX team• Met with each agent bi-weekly to coach and assess as needed areas of growth and development.• Wrote and edited all macros, saved replies and worked with Manager to write, edit and publish all work sites FAQs, auto reply email correspondence.• Developed systems of organization for agent communication and productivity.• Developed and implemented agent training slideshows and training programs.

• Customer Support Specialist

  • Oct 2019 - Nov 2021

  • Wrote and implemented macros and auto replies for CX team• Returned all phone calls and resolved any customer escalations via phone• Handled escalated and upset customer tickets through email and live chat.• Handled any and all email correspondence from customers.• Wrote and implemented CX policy for CX team,FAQ, and TAC CX team• Assisted with any problem tickets, claims,communication with shipping center and partner companies.• Helped with side projects and implementing systems to help aide CX team. Show less



Compass SLS and ILS

• Redding, California, United States

• Community Service Specialist, Life Guide PRO

  • Jul 2015 - Aug 2020

  • Coordinated care for 2 or more households with adults with disabilities in attaining and distribution of medication, arranging and scheduling doctors appts. and important meetings for the individual clients, and coordinating with their staff and team. • Provided in-home assistance to adults with developmental disabilities. • Advocated for and with client for rights, needs, wants, and helped amplify their voice • Provided transport to clients in and around the community (including medical appt. therapies, and errands). • Assisted clients with their personal dreams, goals, and emotional management. • Administered medication and other personal services as needed. Show less



The Crowning Jewel

• Redding, California, United States

• Store Manager, Customer Support Manager

  • Oct 2018 - Jan 2020

  • Managed the retail storefront • Arranged and set up displays • Coordinated and designed window display • Managed team of retail associates and customer support specialists • Created macros and saved replies for customer support engagement • Managed all client/customer correspondence and communication. • Managed the retail storefront • Arranged and set up displays • Coordinated and designed window display • Managed team of retail associates and customer support specialists • Created macros and saved replies for customer support engagement • Managed all client/customer correspondence and communication.



First Home Advantage

• Administrative Assistant, Marketing Assistant

  • Mar 2011 - Mar 2013

  I was involved in sales. I managed over 12 associates calendars as well as handling a multi-line phone system and scheduling appointments for our business. I also organized and filed several business documents and updated company spreadsheets and research. I kept in contact with extensive company roster to keep all current sales up-to-date. I assisted in developing and implementing various marketing strategies and problem-solving techniques to further business development and increase sales. I was involved in sales. I managed over 12 associates calendars as well as handling a multi-line phone system and scheduling appointments for our business. I also organized and filed several business documents and updated company spreadsheets and research. I kept in contact with extensive company roster to keep all current sales up-to-date. I assisted in developing and implementing various marketing strategies and problem-solving techniques to further business development and increase sales.



Feiwell and Hannoy

• Foreclosure Specialist

  • Feb 2009 - Mar 2011

  I processed court documents, assignments, and title for case files. I corresponded via e-mail and phone with clients and county departments. I researched and verified mortgages, titles, and company mergers. I processed court documents, assignments, and title for case files. I corresponded via e-mail and phone with clients and county departments. I researched and verified mortgages, titles, and company mergers.



Rocky Productions

• Marketing Director

  • May 2008 - Dec 2008

  • Wrote, designed and sent bi-weekly e-newsletter. • Wrote website text and updated website. • Created and implemented strategic communications and media plan and managed a team to delegate various aspects of plan. • Pitched stories and sent press kits, generating media coverage from local newspaper, TV and radio stations. • Planned special events to generate publicity for shows. • Tracked and filed media clippings. • Created and implemented social media marketing plan including Facebook, Twitter, MySpace and YouTube. • Collaborated on redesign and rewrite of brochures, flyers, CD covers, DVD covers and signage. • Re-designed merchandise booths into eye-catching multi-media displays targeting specific audiences. • Managed design and production of direct mail campaigns (postcards, tri-fold mailers and teaser packets). • Shot and directed interior and exterior photoshoots and video of production company buildings and individual shows. Show less