Experience

The Air-Conditioning, Heating, and Refrigeration Institute (AHRI)

• United States
• Non-profit Organization Management
• 1 - 100 Employee

• Customer Service Representative

  • Jul 2022 - Present



ID.me

• United States
• Software Development
• 500 - 600 Employee

• Member Experience Fraud Team Specialist

  • Sep 2021 - Apr 2022

  • Checked over 7,200 accounts for fraudulent activity to help clear backlog of 160k tickets and maintained 24-hour service-level agreements (SLA).• Researched and resolved client conflicts to assist members in gaining identity security.• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.• Responded to fraudulent activity using established processes and aided in construction and modification of both new and existing operating procedure.• Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Show less

• Peer Reviewer (Senior Trusted Referee)

  • Jul 2021 - Sep 2021

  • Instructed and advised Trusted Referees about acceptability and legitimacy of documents.• Worked with escalated members to troubleshoot verification issues and expedite successful approvals for their identity verification.• Studied materials and stayed up to date in fast-paced, ever-changing environment.• Performed video audits for quality assurance, professionalism, and security.• Assisted with training and development of new hires.

• Trusted Referee

  • Apr 2021 - Jul 2021

  • Assisted minimum of 150 members per week to verify their identities via video calls.• Reviewed documents for legitimacy and eligibility.• Worked with members to troubleshoot verification issues and provide working solutions.• Within two months of hire, assisted with special projects and trained external contractors.



Mount Purrnon Cat Cafe and Wine Bar

• Alexandria, Virginia, United States

• Staff

  • Aug 2020 - Apr 2021

  • Utilized previous experience to assist new business owner by training staff and resolving traditional business issues while navigating complexities of a global pandemic and shifting public health standards. • Generated marketing campaigns that brought in more than $2,500 of new business. • Organized and executed public and private events and collaborated with management to schedule staff and order materials. • Assisted in running social media accounts for small business in tourist-heavy area. Show less



Crumbs & Whiskers

• United States
• Travel Arrangements
• 1 - 100 Employee

• Host

  • May 2019 - Nov 2019

  • Greeted customers in friendly manner, answered questions, and provided help based on their requests. • Provided exemplary guest experiences to all customers from booking to completion to enhance customer loyalty. • Greeted customers in friendly manner, answered questions, and provided help based on their requests. • Provided exemplary guest experiences to all customers from booking to completion to enhance customer loyalty.



Lush Fresh Handmade Cosmetics North America

• Canada
• Personal Care Product Manufacturing
• 700 & Above Employee

• Floor Leader

  • Jul 2014 - Sep 2019

  • Lead floor operations as manager on duty, provided coaching and feedback to staff, and ensured exemplary customer experience. OPERATIONS COORDINATOR • Developed monthly operations calendar to track orders and shipments. • Maintained inventory levels via audits, trackers, and other loss prevention practices. GREEN AUDITOR • Lead in-store sustainability program and reduced shop waste by 76% in first four months. IN-STORE TRAINER • Assisted in hiring process and trained new staff on brand and product knowledge. • Kept all staff up-to-date on brand knowledge during seasonal and ethical campaigns. Show less