Senior Product Expert

• Sep 2022 - Present

Product Expert

• Dec 2021 - Sep 2022

•Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and chat•Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.•Diagnose software issues and resolve escalated customer complaints engage using established processes•Provide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)•Communicate thoughtfully and effectively with all Klaviyo customers•Document troubleshooting and problem resolution steps. Show less

Owner/Photographer

• Jan 2020 - Present

Ecommerce Manager

• Mar 2021 - Jul 2021

• Developed and demonstrated repeatable project management prioritization, development, deployment and support to improve quality and increase productivity. • Enhance profitability to achieve marketing objectives and drive productivity and growth from concept to implementation. • Developed and demonstrated repeatable project management prioritization, development, deployment and support to improve quality and increase productivity. • Enhance profitability to achieve marketing objectives and drive productivity and growth from concept to implementation.

Escalation Specialist

• Jan 2020 - Mar 2021

• Assisted with resolving supervisor-escalated customer inquiries related to account level information,and provides technical assistance as required.• Assisted internal customers with technological issues during remote teleworking due to COVID-19• Tracked and reports data for management.• Solves moderately complex problems, time sensitive inquiries, and multi-task in high-volumesituations.• Deescalated complex client issues and identifies and escalates issues to appropriate sources whenneeded.• Assists with resolving supervisor-escalated customer inquiries related to account level information,and provides technical assistance as required.• Appropriately assessed risk when business decisions were made, demonstrating particularconsideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by drivingcompliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethicaljudgment regarding personal behavior, conduct and Show less

Customer Service Representative

• Jul 2019 - Jan 2020

-Supports internal and external customers.-Solved moderately complex problems, time sensitive inquiries, and multi-task in high-volumesituations.- Identified and escalated issues to appropriate sources.

Service Manager

• May 2018 - Jul 2019

-Managed budgeting and invoicing- Lead the hiring and training for new team members.- Scheduled and managed groups of up to 40 people in single shift- Handled cash and deposits, P&L management, and guest recovery.- Produced detailed course of action for cleaning procedures, and ensured food met standard.- Brought guest satisfaction rates from a 65% to an 80% ranking third highest in our area.

Certified Service Team Lead

• May 2015 - Jul 2019