+ Strategize successful customer experience programs for businesses, start-ups, and clients alike.+ Build out organic CX platforms, departments, and teams from inception. + Implement CX performance metrics and measurements including NPS, CSAT, FRT, FRRR, AOV, ATS, and CES, providing feedback at each customer touchpoint.+ Foster loyalty, increase brand recognition, and identify business values to improve the end-to-end customer journey.+ Produce Shopify websites for e-commerce brands. + Hire and train both internal CX and offshore CX teams.

+ D2C early stage high-growth Biotech startup revolutionizing the skin longevity field.+ Managed and trained internal and offshore CX team to a 97% CSAT and a first response time of under 3 hours, while acting as the escalation point of contact.+ Created and built the entire CX platform and department from the ground up.+ Developed and implemented customer service strategies, including the introduction of Visual FAQS.+ Directed cross-functional meetings to report on ownership of the customer lifecycle.

+ D2C early stage high-growth Biotech startup.+ Responsible for customer education, upsell, and promotions on products. + Oversaw every step in the customer engagement process, capturing customer psychology and meticulously tracking the customer’s journey.+ Managed customer engagement through phone, live chat, email, and social media. + Collaborated with Quality Assurance and Legal departments on adverse issues.

+ B2B2C high-profile clientele boutique fitness studio.+ Implemented customer experience programs and initiatives that optimized customer retention and focused on the customer voice. + Owned the entire customer journey, from connecting them with practitioners, through database administration, to customer data and feedback post-treatment. + Assisted with research and analysis to transition the studio during a major rebranding. + Conceptualized complex studio scheduling plans, focusing on both practitioner and client satisfaction.

+ Mid-size PR firm focusing on luxury home furnishings.+ Maintained a high level, detail oriented relationship with clients.+ Drafted content including press releases, social media releases, pitches and blog posts for all accounts. + Provided insight into key trends in client industries.+ Supported the clients’ needs during feature postings in major publications.

+ Global Communications agency with clients like P&G, Duracell, Pampers, Colgate. + Created, presented, and negotiated pitch decks with clients. + Planned and executed product launch and re-launch events. + Acted as liaison between coordinators and directors, pivoting feedback and edits on time sensitive documents.

+ Co-led groups of 60 children (1st grade-6th grade) on a weekly basis. + Organized, developed, and executed unique educational camp activities. + Supervised smaller groups of 10 at a time on field trips and other external excursions.

+ Developed a positive arrival and living environment for visitors and residents. + Practiced conflict management while continuing to foster relationships between residents. + Marketed and promoted events and safety announcements to students on campus.