Led analytics support for specialized service bonus program, identifying metric performance targets and payment allotments, partnering with operations leaders & compensation team quarterly to ensure program effectively supported KPI improvement and achieved budgeted payment targets Created MVP data sources and visualization for 30+ metrics used by 1,000 employees daily & partnered with data engineering to transition long-term ownership to curated data layerCompleted deep dives & recommendations for adhoc performance analysis, helping drive KPI improvements and workflow efficienciesSupported offshoring of dedicated service workflows via process consolidation & data supportSupported immediate team via regular UAT/work review & feedback sessionsManaged weekly business review of KPI performance with stakeholder teams

Journey Improvement Team:Developed data sources and dashboards to highlight agent & team-level KPIs and drive performance Updated processes and created new KPIs for parts fulfillment escalations, reducing associated inbound contacts & improving time to resolveLed new team member onboarding, training peers on GBQ, Data Studio, internal data sources, and org structureTransitioned lower-complexity workflows from high-skill/cost teams to lower-tier teams by standardizing processes and resolutionsImplemented QA process for executive-level customer service & reduced repeat escalationsService Innovation Team:Restructured escalation teams and responsibilities to fix issues with agent availability & work volumeOptimized escalation follow up for top tier customer service teams, reducing time to resolution by 15%Strategy for outbound customer service workflow standardization, detailing day structuring & task prioritization, coordinating with customer service leadership and training on implementation, and partnering with QA team on evaluation formatAnalyzing internal contacts to recommend targeted upskill training and reduce contactsSupport for broader team as subject matter expert on customer service processes, workflows, and expectations across all service functions

SSC Quality Assurance Team:Supervised team of 11 employees, holding formal weekly 1:1 coachings & providing additional informal guidance, setting & coaching to performance expectationsIdentified department limitations in cross-functional support, skills, and eNPS, and led restructuring effort to redivide and upskill teamsManaged onboarding for entry level and external leadership hires,presenting and iterating on content as appropriate to adapt to changes in business and cater to each audienceScaled department to support service org by hiring 18 analysts for immediate & adjacent QA teamsCollaborated monthly with customer service leadership stakeholders on support needs & quality standards

SSC Quality Assurance Team:Created evaluation format for specialized service teams focused on customer escalations, complex shipping issues, extended issue follow up, and internal help desk support for phone and email contactsFacilitated biweekly calibrations with service managers and QA analysts & managers to align on expectationsShared customer service behavior trend data with stakeholders in management and content development to help inform coaching and training strategyCollaborated with internal R&D to drive tech improvements for customer service toolsMaintained evaluation schedule and adhoc support assignments for immediate teamProvided peer coaching on accuracy and productivity, sharing insights with team managers

Handled inbound phone contacts from customers, suppliers, and carriers, working with internal teams to resolve customer issuesPiloted proactive customer outreach on high touch orders to reduce inbound contactsMoved to the highest level customer service team after 4 months, focusing on outreach and follow up on issues including mass errors, social media, BBB, legal complaints, and executive escalations

Managed stock room and merchandise processing, including floor replenishment during sales hoursLed sales segments and coached associates on promotions and selling behaviorsTrained associates on selling behaviors, loss prevention, and stock room policie

Managed, trained, and scheduled customer service staff on phone etiquette & toolsResolved escalated customer issues & facilitated communication with delivery staffHandled off-season customer support contacts via phone, email, website, and mail

Taught in classrooms ranging from pre-school through high school, including special education.

Maintained & distributed script updates & copies, staff list, and centralized contact detailsCoordinated & filmed marching band introductionsRan communication between street crew & control room on parade day.

Conducted casting & concept research for food, family, wedding, and event planning themed shows with numerous viable leads, wrote 75 cast bios & several one-sheets, cold-called & interviewed casting prospects.

2009The Dish: Created, pitched, and produced bi-weekly in-studio entertainment news program. Created schedules, rundowns, and scripts and oversaw cast & crew of 25.Writer 2008-2009Awkward Moments: Head writer for weekly comedy web series about roommate conflicts.The Hot and the Bothered: Staff writer for bi-weekly soap opera spoof.Off-Campus: Staff writer for sitcom pilot about college students.Producer 2007-2008Tube Talk: Assisted executive producer with scripts and editing packages.Off-Campus: Secured filming locations, ran various errands for executive producers. Assistant Programming Director 2008Organized production workshops, maintained communication with show producers regarding scheduling and budgets, assisted in pitch sessions.Assistant Director of Special Productions 2007Organized member information and email list, updated members on meeting information, kept weekly meeting notes.

Conducted casting research for psychic-themed show for A&E, cold-called & interviewed casting prospects, wrote several cast bios & casting call advertisements, provided administrative & organizational office support.