Marketing & Special Projects Coordinator

• Jun 2022 - Present

Outreach Coordinator

• Mar 2022 - Jun 2022

Responsible for the Outreach component of Vancouver Bike Share's service area expansion project. Conducted site visits and performed outreach to affected stakeholders. Liaised with City officials to approve station plans, communicate stakeholders' feedback, and ensure that the project's goals and timelines are met.

Customer Service Team Lead

• Sep 2021 - Jun 2022

Supervised a team of 10+ Customer Service agents.Managed customer finances and resolve payment disputes.De-escalated situations with customers and resolved conflict - with customer satisfaction and adherence to company policy as priorities. Worked with the Marketing and Operations departments to adjust company SOPs.I was assigned as the Customer Service Lead for 12+ sites across the United States and Canada - and I was the point of contact for each site's Operations Manager to consolidate SOPs and ensure a seamless customer experience.Created training resources to make Agent onboarding more efficient.Trained and continually supported Customer Service Agents in day-to-day operations.Assisted with various projects across all company departments. Monitored Agent performance and provided guidance and feedback. Show less

Customer Service Representative

• Mar 2021 - Sep 2021

Handled customer complaints by providing prompt solutions for customer satisfaction.Identified customer needs and recommended ideal courses of action.Used my time-management and organizational skills to communicate effectively with our customers via our CRM system.Kept accurate records of incoming inquiries and correspondence.Created and consolidated the company's Customer Service knowledge base from existing & new resources within the first 3 months of employmentProvided feedback to management and other departments to help improve SOPs, sales, and marketing. Show less

Freelance Writer

• May 2015 - Present

Copywriting and editing various forms of written work; including blog posts, song lyrics, short stories, children's books, comics, scripts, speeches, essays, product descriptions, biographies, emails, letters, abstracts, & more. Copywriting and editing various forms of written work; including blog posts, song lyrics, short stories, children's books, comics, scripts, speeches, essays, product descriptions, biographies, emails, letters, abstracts, & more.

Sales Associate

• May 2018 - May 2019

Barista

• Jul 2016 - May 2018