Experience

• 

  TravelPerk

  • Spain
  • Technology, Information and Internet
  • 700 & Above Employee

  • Senior Implementation Specialist

    • Apr 2024 - Present

  • Implementation Specialist

    • Jun 2022 - Apr 2024

    - Conduct consultative conversations with clients to understand their wants and needs and providing them with data driven best practices recommendations- Managing the rollout of the TravelPerk platform by hosting admin training sessions and traveler training session to help drive adoption. This also includes providing guides, templates and recommending best practices to all users. - Provide technical support to clients as they set up various different integrations - Validate client configuration & account satisfaction by monitoring client booking behaviors post implementation & proactively offering support or recommendations- Analyze completed implementations to find ways to improve my own processes - Ensure that new clients are fully prepared to use TravelPerk to book their business travel in both technical configuration and user readiness.

• 

  Digital Federal Credit Union

  • Information Center Team Leader

    • May 2021 - Jun 2022

    - Provide timely coaching and feedback to direct reports and other employees within the Information Center- Manage a team of 8-12 agents- Accurately evaluate employee’s performance, both accomplishments and areas for development- Write and deliver 30/60/90 reviews for new hires as well as annual performance evaluations - Conduct two coaching sessions and side by side sessions with each new hire per month to review performance and to conduct live coaching- Monitor teams performance standards, including service excellence, phone statistics and sales results- Create performance improvement plans for employees not meeting expectations and provided necessary follow up coaching and disciplinary action, if necessary- Facilitate monthly team meetings

• 

  ezCater

  • United States
  • Technology, Information and Internet
  • 700 & Above Employee

  • Customer Service Supervisor

    • Sep 2019 - Apr 2020

    - Managed a team of 12-15 Customer Service "Ninjas" (in-office & remotely)- Affected the entirety of the team's operations by motivating, developing, and encouraging Ninjas through positive communication and feedback- Conducted bi-weekly 1 on 1 meetings with all team members and monthly team meetings- Worked with the Quality Management Team to maintain the highest quality standards across the team.- Participated in interviews and collaborations with the Talent team for ongoing hiring- Assisted with department projects- Maintained effective channels of Ninja feedback- Worked with the training team for training program implementation and assessed the needs for re-training, including the development and maintenance of training materials.

  • Customer Service Ninja

    • Aug 2018 - Sep 2019

    - Provided high quality customer service to customers via phone, email & text- Quality Assurance score of over 90% for every month after the completion of training- Crossed trained in other departments so that I could help provide support in other areas of the company- Ranked as a Tier 1 or Tier 2 for all ranking periods

• 

  Custom Ink Fundraising

  • Customer Care Associate Manager

    • Aug 2016 - May 2018

    - Successfully transitioned of a customer care team from Boston to Fairfax- Managed a team of 15 team members both locally and remotely- Ensured coverage to achieve service levels targets- Managed team member engagement through monthly one on one meetings- Analyzed data to identify trends in the business and team member quality of work- Interviewed, hired and trained new team members - Expanded and stood up a team in the Reno, NV location- Developed and coached a lead to the customer care team- Closely collaborated with department and company leadership to improve processes and team member workflow- Prepared weekly team meetings that included team updates, process changes and team updates- Completed Custom Ink’s internal leadership program- Provided exceptional customer service by mediating escalated customer phone calls for team members- Addressing and implementing employee success plans to drive improved performance

• 

  Booster LLC

  • Newton, MA

  • Booster Advisor

    • Apr 2015 - Jul 2016
    • Newton, MA

    - Successfully assisted organizers via phone and email- Optimized campaigns, provided promotion strategies and problem resolution to ensure a successful campaign- Serviced campaign supporters who required order assistance, changes or reporting errors- Reviewed technical specifications of orders to ensure high accuracy and fulfillment

• 

  Somerville High School

  • Somerville, MA

  • Varsity Baseball Coach

    • Mar 2014 - Mar 2016
    • Somerville, MA

• 

  ZoomInfo

  • Waltham, MA

  • Product Support Specialist/Client Services

    • Sep 2012 - Feb 2014
    • Waltham, MA

    - Addressed product and technical questions via email, phone and web chat for ZoomInfo's suite of products.- Responded to inquiries about the ZoomInfo database ad helped customers to make effective use of ZoomInfo's products.- Hosted web-based training sessions to ensure clients received immediate ROI using ZoomInfo's products. (GoToMeeting)- Qualified inbound leads and then routed them to the appropriate sales rep to help drive revenue.

• 

  BuyerZone.com

  • Waltham, MA

  • Client Services Specialist

    • Dec 2006 - Jul 2012
    • Waltham, MA

    - Worked closely with the sales team to provide a high level of customer satisfaction while providing client management and support through direct communication and email.- Account manager for a portfolio of clients in over 15 different categories.- Trained new customer care representatives on the day to day activites of the department which included customer phone calls, making account adjustments and our policies and procedures. Both in-house and remote employees.- Drive sales by promoting and selling BuyerZone's services to existing clients and solicit products and services to potential clients.- Assist purchasers in submitting product requests to appropriate suppliers.- Utilize the internet to research and obtain accurate data regarding client resources. - Helped manage the BuyerZone's at home team by providing support by phone and email.- Run daily reporting and updating worksheets to help other departments complete their day to day activities.

• 

  Window Solutions

  • Somerville, MA

  • Customer Service Assistant

    • Jun 2004 - Dec 2006
    • Somerville, MA

    Assisted in the sales and installation of window treatments.Provided customers with information regarding products and installation.

• 

  Somerville Recreation Commission

  • Somerville, MA

  • Lead Program Instructor - Summer Playground Program

    • Jun 1998 - Aug 2004
    • Somerville, MA

    Scheduled and ran activites including games, sports, clinics, arts & crafts for children from the ages of 7-14 in an all day outdoor playground program.Provided logistical program set-up of 20 playground sites by preparing fields and ensuring equipment delivery.