Experience

Wordbrew

• United Kingdom
• Writing and Editing
• 1 - 100 Employee

• Operations Manager 🧙🏻‍♀️

  • Mar 2023 - Present

  • Led a team of four direct reports within Operations and Customer Success • Developed performance standards, KPIs, processes, and procedures to drive productivity and quality across departments • Crafted handbooks, guides, and resources to ensure efficient and consistent outcomes company-wide • Controlled and evaluated workflow and productivity, refining to best suit needs of an evolving company as required • Created and fostered positive relationships with freelance writers and… Show more • Led a team of four direct reports within Operations and Customer Success • Developed performance standards, KPIs, processes, and procedures to drive productivity and quality across departments • Crafted handbooks, guides, and resources to ensure efficient and consistent outcomes company-wide • Controlled and evaluated workflow and productivity, refining to best suit needs of an evolving company as required • Created and fostered positive relationships with freelance writers and team members as well as external stakeholders to help reach company objectives

• Senior Project Manager

  • Oct 2022 - Mar 2023

  • Collaborated with over 200 clients and colleagues to define project goals and establish a timeline and plan to accomplish • Composed project budget and requirements • Oversaw content marketing plans and monitored teams incorporating those plans

• Customer Content Wizard 🧙🏻‍♀️

  • Jul 2022 - Oct 2022

  • Established high customer satisfaction rates by providing optimal customer service and delivering creative content work to over 15 clients per day • Created project details and timelines while delegating briefs to a team of over 100 freelance writers across 5 continents



The Lab Depot

• United States
• Biotechnology Research
• 1 - 100 Employee

• Regional Sales Coordinator

  • Nov 2014 - Jul 2022

  Dawsonville, Ga • Oversaw inbound sales within southern half of US, growing business and relationships with over 500 existing customers • Identified sales opportunities and increased customer retention rates • Surpassed sales quotas by employing effective sales strategies and equipping customers with product knowledge

• Customer Service Representative

  • Jul 2013 - Nov 2014

  Point of contact for customers regarding orders and item information.



Vesta

• United States
• Financial Services
• 200 - 300 Employee

• Customer Service Representative

  • Mar 2011 - Jul 2013

  • Diagnosed and resolved issues customers encountered when applying payment to prepaid cellular service while deescalating volatile conversations • Handled over 100 calls per day