Experience

Ginger Software

• United States
• Software Development
• 1 - 100 Employee

• Head Of Marketing

  • 2018 - Present

  Build community and drive awareness for the Ginger brandDevelop campaigns to nurture existing customers to increase upsell opportunitiesWork with our VP Product to integrate campaigns in the overall Marketing PlanLead our communication surrounding new affiliate management

• Head Of Customer Experience

  • 2018 - Present

  Responsible for the overall customer experience starting at the website throughout the delivery of the multiple services the company provides. Manages projects to ensure customer facing enhancements are identified early, Ensure our brand is one of the most loved in the industry.

• Head Of Support

  • Jun 2017 - Present

  Ensure goals are met in areas including customer satisfaction, quality and product performance.Develop policies and procedures to ensure operational effectiveness

• Community Program Manager

  • Oct 2014 - 2017

  Incorporating online tools and in-person networking to create relationships and ultimately build the company’s brand, both online and off. + Managing and growing the company’s presence through blogs, Twitter, Facebook, and other strategically relevant online properties. + Managing incoming media requests and building relationships with industry journalists; creating, executing and measuring media campaigns. + Head of customer support – the company’s operational and behavioral delivery of the brand promise. Show less



LivePerson

• United States
• Software Development
• 700 & Above Employee

• Tier 1 Agent

  • Sep 2013 - Apr 2014

  Tier 1 is the front line interaction with the customer. From issue notification to closure, this includes: • Receiving the issue via email, phone, or ticketing system, Understanding the solution’s components and data dependencies – A problem with one aspect of the solution may be caused by processing dependencies from other aspects of the solution. Requires solution architecture overview. • Requires navigator training overview. • Understanding Star Schema and BI - Allows Tier 1 to answer basic questions about BI reports. Requires analysis schema training with metadata model review. • Gathering information that will assist troubleshooting • Communicating updates regularly with the customer • Being the single point of contact for the customer during the issue duration • Reading a log file – Almost all error messages are logged in a centralized location on an application server. These error messages usually point to the culprit of the particular issue. • Data processing troubleshooting – Gives Tier 1 the ability to identify break points in a process and determine which aspect of the solution to begin troubleshooting. Requires Clarabridge Administrator training. Show less



Babylon

• Ireland
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Chat Correspondent,Compliance Auditor

  • Apr 2009 - Aug 2013

  Chat Correspondent: Managing and working on Babylon's Chat Platform (Via Liveperson) , as part of the role was responsible for Data and features updates, Implementing and managing the system's platform. Guiding Users and helping to increase the sales and support services by implementing and adopting new chat Technics. Compliance Auditor: Online Monitoring, Keeping the Babylon Brand up to date, Making sure the Brand name is being saved from Online abuse, scam and bad publicity in social media,Blogs and Forums. Maintaining the Babylon Brand in contact with Clients and Non Clients on Social Networks and Social Platforms while working with huge corporations such as Alexa Internet world, Google, etc. Show less



Laufer GHI

• France
• Appliances, Electrical, and Electronics Manufacturing

• VIP Ground Service

  • 2007 - 2009

  Offering a special Service for VIP Guest arriving and living the country, Usualy Politicians, Celebraties and Business man, offering them a quick and unseen way to get in and out of the Airport, with Kind and a unique service to let them feel safe and welcomed Offering a special Service for VIP Guest arriving and living the country, Usualy Politicians, Celebraties and Business man, offering them a quick and unseen way to get in and out of the Airport, with Kind and a unique service to let them feel safe and welcomed