Associate Manager, Customer Experience

• May 2022 - Present

Mother/Mama/Mom

• Feb 2016 - Present

Quality Assurance and Process Manager

• Jul 2021 - May 2022

Quality Assurance Manager who has taken on a Special Projects Manager role. • Create SOP Docs to standardize job roles and fine-tune training for new employees • Implement a Quality Assurance system to increase customer retention and profitability • Troubleshoot problems within departments to create lean methods • Research and present information on new programs, applications, and processes that would better suit the company’s overall needs and eliminate redundancies • Handle high-profile and government accounts • Management of special projects (Outlook, Printsmith, UPS Ship Station, Google Docs, Excel, Microsoft, Photoshop, RFP Platforms) Show less

QA Manager

• Mar 2021 - Jul 2021

Sole manager responsible for the Quality Assurance Team.• Implemented a Quality Assurance program with a standardized rubric to improve the overall customer experience• Monitored customer service representatives' CSATs and provided one-on-one feedback, as well as training plans for improvement• Oversaw, reassessed, and initiated customer service policies within the company• Led ongoing project on brand and competitor research• Created an online initiative that raised the company's Google rating from 2.1 to 4.8 in a 4-week span(Zendesk, Talkdesk, Zendesk Chat, Outlook, Zoom, Filemaker, Sparkcentral, Various Marketplace Portals, Trello, Basecamp, Google Docs, Dashboard, Listserv, Surveypal, Google, Trustpilot, Reseller Ratings, Facebook Business, SOP Docs, Muiros, Macros, Internal Knowledgebase) Show less

Customer Engagement Manager

• Oct 2019 - Mar 2021

Managed the D2C CS department with two others. The sole CS manager for the B2B2C.• Created and oversaw a comprehensive 2-week long training curriculum for new employees• Managed a team of 20 representatives overseeing their schedules, cross-training, and one-on-one meetings• Managed customer escalations and deescalated using company knowledge and soft skills• Created a QA system that was used daily to track the progress of agents to allow for additional training as needed• Spearheaded the commercial department with our highest paying clients• Created SOP Docs to standardize job roles within the customer service department• Acted as the interdepartmental liaison to ensure transparent communication and eliminate redundancies(Zendesk, CGOM, UPS Campus Ship, Talkdesk, Zendesk Chat, Sparkcentral, Various Marketplace Portals, Outlook, zoom, google docs, Microsoft office, Microsoft Excel, Microsoft Powerpoint, Adobe Acrobat, Adobe Photoshop, Internal Knowledgebase, FileMaker, CGOM, Basecamp) Show less

Social Media/Returns Specialist (Customer Service)

• Oct 2018 - Oct 2019

Customer service representative in charge of answering tickets and the sole point of contact for returns for two multi-million-dollar canvas companies.• Managed communications and handled all refunds, exchanges, and escalations across multiple platforms including Amazon, eBay, Overstock, Walmart, Best Buy, and direct-to-consumer sites• Created and implemented a new returns/exchange program to improve CSATs and customer retention.• Sole contact with customers that contacted us through social media platforms both privately and publicly(Marketplace internal portals, Sparkcentral, Facebook, Instagram, Zendesk, Talkdesk, Zendesk Chat, Twitter, Bitly) Show less

Customer Service Representative

• Aug 2018 - Oct 2018

•Responded to customer inquiries via ZenDesk using SLAs, setting customer expectations to align with company policies(Talkdesk, Zendesk Chat, Zendesk, Outlook)

Car Salesperson

• Apr 2018 - Jul 2018

Responsible for learning the brands of vehicles and selling to customers. Responsible for learning the brands of vehicles and selling to customers.

Fundraiser

• Mar 2018 - May 2018

Created personal relationship with potential fundraisers. Created personal relationship with potential fundraisers.

Art Instructor

• Mar 2018 - May 2018

Art instructor for various track-out camps. Art instructor for various track-out camps.

Independent Fashion Consultant

• Aug 2016 - Dec 2017

Responsible for building a personal brand and selling inventory. Made approximately 12,000 in sales a month with an additional 2,000 in bonus checks for having team members signed up under me. (Zoom, Facebook Business, Pay-per-click, Photoshop, Quickbooks, Instagram, Instagram ads) • Social media marketing, photographing inventory, training consultants signed up under me with how to run their own home business, hosting calls to answer questions, and being a team leader. • Selling and buying inventory, purchasing supplies, hosting shopping events, mailing and packing up orders, branding. Show less

Class Instructor (Digital Photography)

• Aug 2015 - May 2016

Sole instructor on record for a digital photography and large format printing college course with 15 students.

Graduate Advisor for Artworks Gallery

• Aug 2014 - May 2016

Oversaw an undergraduate-run gallery and taught basic principles of how to run a gallery successfully.

New Image Gallery Assistant

• Aug 2014 - May 2016

Created a line of communication with visiting gallery artists, while marketing their art work, and setting up their gallery art exhibition.

Visual Resource Center Aide

• Aug 2014 - May 2015

Using my photography background and photoshop skills, I restored damaged slides and created a digital library of artwork.

Customer Service Representative

• Aug 2012 - Jul 2013

Front-desk customer service representative that took orders, provided quotes and was the liaison between production and the customer and their printing vision. Front-desk customer service representative that took orders, provided quotes and was the liaison between production and the customer and their printing vision.