Experience

Wish

• United Kingdom
• Mental Health Care
• 1 - 100 Employee

• Agent Success Manager

  • Dec 2021 - Present

  Manages the customer experience by identifying pain points using targeted qualitative analysesManages an internal team of Insight Analysts and Quality Assurance AnalystsManages an outsourced team of customer support agents Creates and implements processes and policies to improve customer experience

• E-Commerce Operations Specialist

  • Oct 2020 - Dec 2021

  Responsible for managing and identifying benchmarks to improve key performance metrics. Leveraging customer concerns and proposing solutions to policy, user experience, product and logistics performance, or other areas for improvement.

• Customer Success Specialist

  • Jan 2020 - Apr 2021

  Responsible for the inbound Wish Local Store applications: vetting location/quality of store, contacting applicants, data entry, providing technical assistance and support to stores in the program, and assisting in the rollout of new product features by collecting and monitoring feedback from stores.



San Francisco Golden Gate Women's Rugby Football Club

• United States
• Spectator Sports

• President

  • Jul 2019 - Mar 2021

  Served as Club Liaison by working and communicating with all Officers within the team, other SFGG team leaders, and USA Rugby Officers. Provided leadership and support to players for registration, Club and Individual Participation Program (USA Rugby program) process, and eligibility as well as managed all members to meet club requirements (Served as Vice President, February 2019-July 2019) Served as Club Liaison by working and communicating with all Officers within the team, other SFGG team leaders, and USA Rugby Officers. Provided leadership and support to players for registration, Club and Individual Participation Program (USA Rugby program) process, and eligibility as well as managed all members to meet club requirements (Served as Vice President, February 2019-July 2019)



Twitter

• United States
• Software Development
• 700 & Above Employee

• Ad Operations Support Specialist

  • Aug 2018 - Jan 2020

  Responds to inquiries in a prompt manner by writing clear and helpful content to address common questions and issues based on in-depth knowledge of Twitter ads products and tools. Successfully manages workflows to meet and exceed defined service level agreements that include high profile and time-sensitive escalations in a calm and efficient manner. Collaboratively works with cross-functional teams around the world to resolve issues by collecting, analyzing and communicating product issues and feedback for the product management and engineering teams. Show less

• Receptionist

  • May 2018 - Aug 2018

  Executed visitor check-in procedures in a timely manner, coordinated with Security to ensure consistent safety protocols, scheduled meetings and internal events, managed office supply and business card orders, served as primary contact for handling personal deliveries.


Hyatt Place
• Hospitality
• 700 & Above Employee
• Night Auditor

  • Feb 2015 - May 2015