Experience

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  Harvard Business Publishing Education

  • Customer Success Manager

    • Oct 2021 - Jul 2022

    - Manage on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals- Experience with customer service platforms (e.g. Zendesk) and sales platforms (E.g. Salesforce)- Collaborate, problem solve, and/or strategize upcoming client meetings with team members- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns - Communicate with cross-functional teams on customer success status – Product, Marketing, IT, Operations.- Manage customer feedback

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  CIBT

  • Greater Boston Area

  • Customer Support Specialist

    • Aug 2017 - Jun 2021
    • Greater Boston Area

    - Informed customers on progress during issue lifecycle and made follow-up calls or communications in a timely manner- Collaborated with team members to provide support and solutions to customer queries to meet company objectives- Documented actions and resolutions within helpdesk ticket- Maintained knowledge of company products and services to better provide customer support and service solutions- Accurately processed and documented call transactions using tracking software- Supervised and trained three team members in the implementation of new strategies, improving operations and exceeding plan quality and productivity goals- Achieved 98% customer satisfaction while making adjustments to customer accounts

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  C & L Fine Gifts

  • Greater New York City Area

  • Sales & Account Manager

    • Oct 2015 - Mar 2017
    • Greater New York City Area

    - Provided excellent customer service by informing customers about products, prices, availability, or credit terms- Managed and oversaw social media content including monitoring SEO and user engagement and made suggestions to content optimization- Managed operational costs by spearheading inventory control, leading shipping department activities, as well as setting wage targets- Administered financial processes including accounts payable/accounts receivable, managing an accounting office and updating customer service file- Handled returns and insurance claims; processed, packaged and shipped online orders- Followed and achieved department’s sales goals on a monthly, quarterly and yearly basis- Promptly respond to all inquiries utilizing email, phone, text and mail as appropriate- Built trust in the brand by responding efficiently and helpfully to customer needs

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  New York Travel Rental

  • New York

  • Account Sales Manager

    • Aug 2012 - Sep 2015
    • New York

    - Presented and promoted available property to prospective clients- Checked guests into internal registration system- Computed bills and collected payments- Developed referral networks- Organized and displayed advertisements to prospective buyers- Aided with client inquires- Coordinated property maintenance- Facilitated financial transactions- Processed claims

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  InStat Footbal

  • Moscow, Minsk, New York

  • International Department Assistant Manager

    • 2014 - Jun 2014
    • Moscow, Minsk, New York

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  Unitary enterprise BELKOMMUNMASH

  • Minsk, Belarus

  • Public Relations Assistant Manager / Intepretor

    • Jul 2010 - Jun 2012
    • Minsk, Belarus

    • Provided interpreting services to assist with negotiations• Translated documents and contracts into/from English • Wrote and published press releases and articles• Prepared, organized and led press conferences

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  Boardwalk Plaza Hotel

  • Rehoboth Beach, DE

  • Front Desk Clerk

    • Jun 2008 - Sep 2008
    • Rehoboth Beach, DE

    • Registered and assigned rooms to hotel guests• Computed bills and collected/ processed guest payments • Balanced front desk cash drawer• Communicated messages and mail to/from hotel guests and staff members• Operated hotel switchboard• Greeted and assisted guests and vendors with ad-hoc requests• Managed accurate accounting of room inventory• Generated nightly statements• Served as hotel concierge • Booking of couriers and other administrative duties.