Experience

Hinge

• United States
• Software Development
• 200 - 300 Employee

• Trust & Safety

  • Feb 2023 - Present

  Remote



Better

• United States
• Financial Services
• 700 & Above Employee

• Senior Customer Support Specialist

  • Jan 2022 - Nov 2022

  New York, United States • Assisted over 1,000 clients monthly on live chat and email while performing in the top 10% of SLA metrics and maintaining a 4.5/5 CSAT score. • Acted as a liaison between the account managers and clients troubleshooting inbound inquires by translating complex financial language into a simplified manner for clients to understand. • Actively engaged in pilot programs for a Series D start-up by working cross-functionally with the product and engineering team to efficiently improve the… Show more • Assisted over 1,000 clients monthly on live chat and email while performing in the top 10% of SLA metrics and maintaining a 4.5/5 CSAT score. • Acted as a liaison between the account managers and clients troubleshooting inbound inquires by translating complex financial language into a simplified manner for clients to understand. • Actively engaged in pilot programs for a Series D start-up by working cross-functionally with the product and engineering team to efficiently improve the support team’s workflow by 30%. • Mentored and coached new hires by developing efficient workflows and best practices for resolving client inquiries, thereby creating a SOP for training and enablement. • NMLS #2136594

• Customer Support Specialist

  • Mar 2021 - Jan 2022

  New York, United States



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• Independent Contractor

  • Mar 2018 - Mar 2021

  Greater New York City Area • Devised a scheduling strategy that helped to minimize downtime and maximize revenue by increasing active leads capitalizing in profits of 50% more than the average contractor. • Provided a white glove experience to 500+ clients per month while maintaining a neat vehicle condition which resulted in a consistent 4.9/5 rating. • Demonstrated the ability to resolve unforeseen circumstances in an ever-changing environment while keeping client safety and experience as the top priority.



Walgreens

• United States
• Retail
• 700 & Above Employee

• Assistant Manager

  • Apr 2016 - Mar 2018

  East Meadow • Managed a team of 40+ associates while overseeing day-to-day operations and took charge of store-wide efforts to meet customer demand and exceed sales-targets. • Utilized operational and financial KPI data to drive lead generation and promote marketing strategies that improved profitability ratios by 20%. • Streamlined training and development practices that resulted in an engaged, productive, results- driven team with high NPS survey metrics. • Utilized feedback from new hires while… Show more • Managed a team of 40+ associates while overseeing day-to-day operations and took charge of store-wide efforts to meet customer demand and exceed sales-targets. • Utilized operational and financial KPI data to drive lead generation and promote marketing strategies that improved profitability ratios by 20%. • Streamlined training and development practices that resulted in an engaged, productive, results- driven team with high NPS survey metrics. • Utilized feedback from new hires while collaborating with the team to create new training practices that resulted in a 25% faster onboarding process.

• Shift Supervisor

  • Sep 2015 - Apr 2016

  Deer Park, NY • Analyzed inventory data to meet client demands allowing for a hyper-organized store and increasing our rank to #1 in the district. • Handled all duties associated with opening and closing the store while maintaining security protocols to ensure the safety of team members and customers.



CVS Pharmacy

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Shift Supervisor

  • Mar 2015 - Sep 2015

  Bellmore NY • Handled all duties associated with opening and closing the store while maintaining security protocols to ensure the safety of team members and customers.



Walgreens

• United States
• Retail
• 700 & Above Employee

• Service Clerk

  • Aug 2012 - Mar 2015

  Resolved customer inquires with prompt service; maintained knowledge of different products. Balanced and reconciled cash registers practicing best cashiering skills.