Experience

Charitybuzz

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Director Of Customer Service

  • Mar 2022 - Present

  • Coordinate staff sales meetings to discuss developmental strategy, best practices and process improvements.• Resolve problems with high-profile customers to maintain relationships and increase return customer base.• Collaborate with senior management to implement continuous improvements and exceed team goals.• Communicate progress of monthly and quarterly initiatives to internal and external sales teams.

• Customer Service Manager

  • Jul 2021 - Mar 2022

  • Recruited and trained 8 new employees in 2021, growing the team by over 200%.• Supervised employees and assessed performance KPIs to determine training needs and define accurate plans for decreasing process lags.• Exceeded team goals and collaborated with staff members to implement customer service initiatives.• Developed and implemented new processes and projects including branded shipping, monthly refund reports, phone rotation schedules, Agent Performance reports, and specialized training to match the company's restructuring.• Aided senior leadership during executive decision-making processes and generated monthly reports to recommend corrective actions and improvements. Show less

• Customer Operations Lead

  • Mar 2021 - Aug 2021

  • Developed and implemented new processes to manage customer's experiences within a new line of business, earning an average of $250,000/month.• Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.• Worked with developers and project managers to create a proprietary customer-facing CRM system, the purpose of which provides our team optics into customer’s redemption processes.• Collaborated with Account Managers to recommend actionable changes, lead provisioning and draft plans to maintain operational status. Show less

• Customer Service Representative

  • Aug 2018 - Mar 2021

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Received calls and responded to an average of 80-100 emails per day with a 90 minute turnaround rate.• Led the Quality Control team and assessed an average of 25-30 high dollar ($10k and above) lots for errors, omissions or necessary clarification.• Liaised between customers and charitable donors to successfully schedule experiences.• Created relationships with customers and clients alike and served as a mediator between both parties. Show less



Buffalo Exchange

• United States
• Retail
• 300 - 400 Employee

• Associate Store Manager

  • Sep 2015 - Aug 2018

  • Managed a team of 60 employees at one of the company’s most high-paced and profitable stores, earning over $5,000,000 yearly. • Maintained a profitable inventory by leading the advanced inventory team and by analyzing, selecting, and appropriately pricing merchandise while training new buyers. • Monitored markdowns, donations, selling trend reports and inventory category reports and communicate findings to store managers and employees to strategize how to maximize profit and minimize loss. • Maintained a labor percentage of 26% revenue, sustained less than 40% merchandise intake and maintained an annual goal of 3% shrinkage. • Worked with corporate marketing department to develop local advertising strategies and run social media accounts. Show less



Martin R Munitz

• United States
• Legal Services

• Legal Assistant

  • Apr 2014 - Sep 2015

  •Managed the creation of new case files including initiating contact with government agencies, insurance carriers, witnesses, hospitals, physicians, etc. • Drafted, edited and assembled pleadings, motions, discovery responses, contracts, statements of net worth as well as correspondence and memorandums. • Maintained the office calendar and monitored court appearances, depositions and mediations. •Managed the creation of new case files including initiating contact with government agencies, insurance carriers, witnesses, hospitals, physicians, etc. • Drafted, edited and assembled pleadings, motions, discovery responses, contracts, statements of net worth as well as correspondence and memorandums. • Maintained the office calendar and monitored court appearances, depositions and mediations.