Tech-savvy problem solver with 3+ years of experience in Customer Support and Operations | Data driven and detail oriented professional | Jack-of-all-trades with experience in non-profit higher education and eCommerce

EXPERIENCE

Tommy John — New York, New York

Senior Associate, Operations (September 2019 - present)

CX Team Lead (March 2019 - August 2019)

Customer Support Associate (September 2017 - February 2019)

  • Align inventory levels with our third party logistics (3PL) - 2 million+ units
  • Allocate inventory in Netsuite for wholesale and direct channels
  • Collaborate with internal teams, vendors, and our 3PL to provide the best delivery experience for customers

Previously:

  • Advised ~25 call center representatives as a senior support professional on the NY team
  • Created and managed the CX internal knowledge base via Google Sites
  • Quality Assurance (QA) and productivity tracking for frontline agent
  • Assisted with on-boarding new Tommy John team members
  • Zendesk - drafted 100+ macros, help center articles, and views for tiered ticket routing and handling
  • Lead for technical issues and Shopify
  • Assigned projects and proactive outreach - review/net promoter score (NPS), out-of-stocks and known issues
  • Served as interim Social Media Manager when Tommy John was without for 6 months
  • Transitioned the team to Google's "Chat" for collaborating with our call center representatives
  • Provided premium customer support via email, live chat, phone, and social media ~ 25,000+ Zendesk solves

Atrium Staffing — New York, New York

Customer Support at Tommy John (April 2017 - August 2017)

Customer Experience at Blue Apron (November 2016 - April 2017)

  • Email, live chat, and phone support for customers
  • Excellent productivity and high quality customer interactions

Bethel University — McKenzie, Tennessee

Admissions/Enrollment Counselor (September 2013 - August 2016)

Assistant to Development and University Events (August 2010 - August 2013)

  • Recruited 1800+ students - the first impression of the university for students, parents, and teachers
  • Developed online registration process, campus visit request/process with Google Forms/Sheets
  • Assisted in planning and implementing special events for the university
  • Managed the official university social media accounts as an undergraduate student

EDUCATION

Bachelor’s of Science, General Studies | Bethel University (TN), College of Arts and Sciences