Experience

Nyla
• 1 - 100 Employee
• Customer Success Manager

  • Sep 2023 - Present


Leap

• United States
• Advertising Services
• 1 - 100 Employee

• Product Integration Specialist

  • Aug 2022 - Jul 2023

  - onboard digitally-native brands as they prepare for a new sales channel - implement and configure Leap's SaaS product and Shopify app - consult brands on a wide variety of Shopify apps and DTC integrations - provide ongoing support by managing escalated Support tickets - build and configure Shopify stores - onboard digitally-native brands as they prepare for a new sales channel - implement and configure Leap's SaaS product and Shopify app - consult brands on a wide variety of Shopify apps and DTC integrations - provide ongoing support by managing escalated Support tickets - build and configure Shopify stores



Public Rec

• United States
• Retail Apparel and Fashion
• 1 - 100 Employee

• Head Of Customer Experience

  • Feb 2021 - Jun 2022

  - reduced contact-per-order ratio from 40% to 25%- reduced handle time by 30% through help desk optimization, automate ticket triaging, and use of dynamic SLAs- built new dashboards and broadened the scope of CX data to be more holistic- oversaw a large-scale help desk migration, consolidating platforms and saving on annual SaaS costs

• Customer Experience Manager

  • Sep 2019 - Feb 2021

  - managed an outsourced team of Support Agents and Supervisors overseas- designed, implemented, and managed the site's first Customer Help Center- moonlit as a Social Media Manager, growing our organic Instagram following 20%



Vosges Haut-Chocolat

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Sales Support Manager

  • May 2018 - Apr 2019

  - managed employees and temps across Customer Support, Wholesale, and Business Development - implemented the company's first help desk and CRM platforms - oversaw all recruitment outreach, interviewing, and hiring decisions - restructured and cross-trained Sales Support department so teams can better support each other during their respective peak seasons - encouraged professional development by implementing 360-degree performance reviews and establishing regular 1:1 meetings - managed employees and temps across Customer Support, Wholesale, and Business Development - implemented the company's first help desk and CRM platforms - oversaw all recruitment outreach, interviewing, and hiring decisions - restructured and cross-trained Sales Support department so teams can better support each other during their respective peak seasons - encouraged professional development by implementing 360-degree performance reviews and establishing regular 1:1 meetings



ParkWhiz

• Technology, Information and Internet
• 1 - 100 Employee

• Customer Experience Manager

  • Mar 2017 - May 2018

  - managed a remote team of Customer Support Reps overseas- implemented learning management platform to streamline onboarding and create opportunities for continued education with more tenured agents- assisted in a large-scale help desk migration- completed SQL boot camp and other elective data analytics courses

• Customer Experience Representative

  • Oct 2016 - Feb 2017

  - provided timely phone, email, and SMS support to web and app customers- developed QA program to routinely assess all b2b and b2c customer interactions



CustomInk

• United Kingdom
• 1 - 100 Employee

• Satisfaction Assurance Associate

  • Mar 2015 - Aug 2016

  - provided consultative customer support via phone and email - traced and manipulated vector images for screen printing - proofread and completed detailed review of all order designs - provided consultative customer support via phone and email - traced and manipulated vector images for screen printing - proofread and completed detailed review of all order designs



THE HOLLAND PROJECT

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Venue Manager

  • May 2013 - Aug 2016

  - planned and coordinated musical events - engaged and managed youth volunteers - planned and coordinated musical events - engaged and managed youth volunteers



FedEx Office

• United States
• Printing Services
• 700 & Above Employee

• Customer Service Specialist

  • May 2011 - Mar 2015

  - assisted customers in a retail setting - formatted digital media for print - managed and fulfilled queue of print orders - trained new team members - assisted customers in a retail setting - formatted digital media for print - managed and fulfilled queue of print orders - trained new team members