Experience

SolaWave

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Cx and Consumer Insights Specialist

  • Mar 2022 - Present



OPTE

• United States
• Manufacturing
• 1 - 100 Employee

• Cx and Consumer Insights/Customer Journey Specialist

  • Sep 2020 - Feb 2022

  • Engage and educate customers on device technology and application technique via all channels of communication, including email, video, chat, phone and social media• Maintain detailed product knowledge as resident device expert, guiding customers through product unboxing and onboarding process, and resolving technical device issues as needed via virtual consultations• Audit detailed data logs for returns, exchanges and replacements, product reviews, consultations and general contact inquiry tagging• Manipulate and validate data for Cx metrics, including CSAT, product ratings, contact volume, return and exchange rates, email, video, chat and phone performance metrics• Analyze data for Cx metrics and provide visual representation weekly and monthly through pivot tables and charts to identify trends • Collaborate with external Consumer Insights team, supporting all aspects of consumer research through various initiatives, including purchaser surveys and one-on-one customer interviews• Manage dermatologist sales partnership pilot program• Championed development and implementation of return and exchange reason code tagging, as well as customer ticket tagging codes• Spearheaded premium Concierge service pilot program



Select Physical Therapy

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Patient Service Specialist

  • Jan 2020 - Aug 2020

  • Triage incoming calls and referrals to schedule patient appointments, verify insurance eligibility and authorization, and prepare patient registration documents• Provide counseling of financial responsibility to patients, collect copayments and coinsurances, and input accurate data into electronic data management system• Monitor insurance authorizations, including worker’s compensation cases• Submit medical record requests for litigation as needed• Reconcile and post payments daily and monthly, administer billing functions to maintain profitability, and meet compliance, quality, and productivity standards• Ensure timely reporting of key center statistics to market management for sales, revenues, cash flow, and patient traffic• Research and resolve claim denials and billing errors in coordination with patients, payors, and Central Billing Office



Clover Avenue Elementary

• United States
• Civic and Social Organizations

• Community Representative

  • Aug 2014 - Mar 2018

  • Processed permit applications, including program qualification presentation, application collection, interview scheduling, and acceptance letter distribution• Successfully migrated monthly report of student enrollment numbers from handwritten to digital spreadsheet, and maintained accurate enrollment numbers• Communicated school programs, upcoming events, registration, enrollment, and permit information to staff members, parents, community members, and vendors• Maintained 600 student records in student information database software



DIRECTV

• United States
• Entertainment
• 700 & Above Employee

• Marketing Manager and Promotions Specialist, Commercial Business

  • Sep 2005 - Sep 2008

  • Collaborated with programmers, advertising agencies, and third-party vendors to develop and execute integrated B2B marketing campaigns across all channels of distribution• Managed a $15 million marketing budget• Successfully engineered launch of the company’s first DIRECTV for Business logo • Developed all customer communications for 165,000 commercial accounts (bars and restaurants, offices, and hotels)• Executed targeted marketing, co-branding initiatives, and tactics for all sports package subscriptions (e.g. NFL Sunday Ticket, MLB Extra Innings) • Wrote and distributed B2B dealer email communications and monthly newsletters• Developed sports programming training materials, events, and scripting for customer service centers• Negotiated pricing for all trade show promotional products and customer service center sales incentive rewards• Coordinated trade show special events and guest appearances



Meredith Corporation

• United States
• Book and Periodical Publishing
• 700 & Above Employee

• Account Manager

  • Aug 2003 - Apr 2005

  • Managed a $2 million marketing budget for Los Angeles based DIRECTV publication business: magazines, direct mail and customer bill inserts• Executed co-branding efforts for monthly publication through interactive television remote purchasing, direct mail, outbound sales telecommunications, and email blast communications • Analyzed research from subscriber focus groups and educated client shareholders on emerging trends in customer preferences when developing and implementing targeted solutions• Managed client-driven publication advertising sales and insertion• Managed production cycle, from inception to completion of customer bill inserts for 13 million households • Identified new business opportunities and successfully pitched quarterly newsletter for client’s growing Latino customer base• Liaised between client shareholders and various departments, communicating effectively to maintain customer satisfaction while upholding company protocols



Httprint, Inc.

• Print Production Manager

  • May 2000 - Aug 2003

  • Launched and managed conception, design, printing, distribution, and invoicing of a 3+ million circulation publication• Developed templates and workflows for in-house print management website• Negotiated print contracts between clients and vendors, reducing vendor pricing by 10-20% • Bridged communication between clients and vendors, establishing schedules, securing editorial content and design elements, coordinating approval routing of print materials, performing press checks, and managing mailing and distribution• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms



Cableview Publications

• United States
• Book and Periodical Publishing

• Print Production Manager

  • Dec 1995 - Apr 2000

  • Supervised conception, design, film prep, and printing of 15 publications, including the company’s highest revenue-generating monthly publication for DIRECTV• Managed team of 7 production coordinators, assisting in hiring and training• Developed and implemented efficiency procedures, resulting in decreased overtime for hourly employees• Chaired weekly meetings with executive leadership to identify opportunities for improvement and growth, and evaluate achievement of company standards