Experience

Mission Lane

• United States
• Financial Services
• 200 - 300 Employee

• Resolutions Manager

  • Apr 2022 - Present

  —Manager of on call and online escalations and complaints—Manage distribution and timely completion of projects assigned in the Knowledge Management Workstream—Compile and filter user feedback/questions about knowledgebase and policy—Research and submit updates via Jira ticketing system—Design and implement new pages within the knowledge base; establish and update written SOPs—Collaborate inter-departmentally with Subject Matter Experts for content development in the Knowledge Management space; communicating status, timelines, and impediments effectively—Draft correspondence, presentations, and other materials Show less

• Customer Experience Specialist

  • Feb 2022 - Apr 2022

  —Research and provide assistance in real-time for frontline in aid of customer education—Maintain superior quality assurance results—Voluntarily trained and mentored new hires during onboarding; providing feedback for training initiatives—Direct line of technical support for customer login issues

• Customer Success Agent

  • Jun 2021 - Feb 2022

  —First line of contact for customer troubleshooting and resolution—Compliant with federal and state policies regarding consumer privacy and security —Track record of over-achieving quota —Handled customer inquiries via Zendesk ticketing system


Premiere Response
• United States
• Consumer Services
• 100 - 200 Employee
• Customer Service Representative

  • Sep 2020 - Jun 2021

Blu Lotus Metaphysical
• Store Assistant

  • Nov 2019 - Mar 2020

Brighton Asylum
• United States
• Entertainment Providers
• 1 - 100 Employee
• Scare Actress

  • Oct 2017 - Sep 2019