Influencer Program Specialist

• Mar 2022 - Present

Customer Experience Specialist

• Aug 2020 - Mar 2022

- Engage with SmartSweets community via social media and email communications- Trouble shoot and problem solve order issues and product inquiries- Receive, track, and monitor customer feedback- Ensure KPI's are met across the board- Assist Influencer Team with operations and communication with our paid partnerships- Create new and update current SOP's - Assist in training new CX hires

Training Specialist

• Jun 2019 - Dec 2019

- Create detailed training content on how to engage with customers, create world-class experiences, and how to resolve customer issues- Facilitate training content and coach new employees- Work cross-functionally with other teams to ensure training content in accurate, on-brand, and up-to-date- Create new and update existing training content to reflect frequent changes in the company

Floor Lead

• Oct 2018 - Jun 2019

- Manage multiple channels (live chat, emails, phones, SMS) by delegating customer service representatives (educators) based on priority and urgency- Monitor and report trends to coworkers and management- Work cross-functionally with eComm team to find solutions to tech-oriented issues- Coach and support educators in the moment by advising them on how to be resolution-oriented and customer-focused- Provide positive and constructive feedback to educators based on their performance, productivity, and behaviour- Calculate business metrics such as volume to forecast, productivity, and handle rates Show less

Educator

• Aug 2018 - May 2019

- Promoted to floor lead and eComm Support educator within two months based on performance - Assist customers via. multiple channels by identifying the issue, troubleshooting, and providing resolutions- Maintain an audit score of 90% (4.5/5) for customer interactions- Coach and support fellow educators

Crew Member

• Jan 2002 - Dec 2019

- Occasional work on multiple film sets as an actress, stand-in and photo double - Duties include: managing time, working independently and as part of a team, taking directions, and communication between departments - Occasional work on multiple film sets as an actress, stand-in and photo double - Duties include: managing time, working independently and as part of a team, taking directions, and communication between departments

Promotional Representative

• Dec 2013 - Aug 2019

Richmond Centre Believe Program - Seasonal Work during Christmas time as an Elf - Duties included: promoting the christmas spirit, interacting with consumers and merchants, remaining consistent with enthusiasm and energy, and filling out daily reporting forms Recycle BC Program - August 2019 Richmond Centre Believe Program - Seasonal Work during Christmas time as an Elf - Duties included: promoting the christmas spirit, interacting with consumers and merchants, remaining consistent with enthusiasm and energy, and filling out daily reporting forms Recycle BC Program - August 2019

Restaurant Server

• May 2018 - Jan 2019

- Worked in a close-knit team to provide a pleasant and gratifying experience to all guests' in the restaurant. - Worked in a close-knit team to provide a pleasant and gratifying experience to all guests' in the restaurant.

Restaurant Server

• Mar 2015 - Jan 2018

- Promoted from lead hostess to server - Duties inlude: answering phone, booking reservations, handled customer inquiries and complaints, and communication with co-workers and costuomers - Promoted from lead hostess to server - Duties inlude: answering phone, booking reservations, handled customer inquiries and complaints, and communication with co-workers and costuomers