Regards Records is an independent record label in partnership with The Orchard (Sony Music Entertainment) officially launching in Q3 2024, based out of Los Angeles, CA and focused on avant-garde pop/r&b/electronic artists launching debut projects late 2024.※ Project managed & assisted with brand/artist identity development and album release planning and promotion strategy.※ Formed a team and network to manage finance, brand strategy, promotion, public relations, design (web/print/logo), digital marketing & promotion, photography, video production, and legal, across Los Angeles, New York, and London. ※ Managed artist, songwriters/producers schedule in setting up songwriting and production sessions and helped build new relationships with other artists, songwriters, producers, managers and publishing companies.※ Assisted in contract negotiation with The Orchard/Sony Music Entertainment.

※ Top Inside Sales Associate throughout my 2 years, most notably Q1 FY22 — reaching 125% Quarterly Quota Attainment, one of the highest gross profit attainments of the team.※ Maintained one of the team’s highest conversion rates, reaching an exact or near 1:1 ratio (measuring client handoff to project proposals for Account Executives) boosting lead-conversion.※ Maintained high performance throughout expansion of 4 new markets & many new product releases.※ Nurtured hundreds of outbound/inbound leads each quarter & maintained effective CRM habits.※ Worked closely with Account Executives to optimally hand-off clients to set them up for success, increase conversion rates, and provide an excellent experience during the full sales cycle and downstream team collaborations.※ Supported Sales and cross-functional initiatives (with Design, Marketing, Product, CX) to increase success of in-person pitches, test funnels, and handoffs while finding more opportunities for recurring revenue with referrals/legacy clients and developing a more effective client journey through a full sales cycle.Selected Special Projects:※ Developed and led new Sales trainings, shadow sessions, SOPs, onboarding 15+ new hires and existing associates.※ Partnered with People Team to launch ERGs at Block and co-founded the first ERG, the LBGTQ+ ERG.※ Collaborated with the Design Team to build out a Design Quiz for clients and reinforce design knowledge on Sales with new trainings in order to increase conversion and provide a more cohesive and improved client experience.※ Created an automated section in Salesforce for note taking during lead calls to make it easier for Inside Sales Associates to handoff to Project Planners (Account Executives) to improve upon conversations and quicker handoff times.※ Led efforts to launch, organize, and book clients for Block’s “Open Studios” at our Design Studio in NYC, which was successful in increasing in-person sales conversion rates.

I managed customer accounts & renewals, pre-acquisition sales & general CX to support customers throughout their entire life cycle from pre-acquisition to renewal and lease completion. ※ Managed renewals & educated customers on our membership & non-membership furniture rental plans, inventory options, lease agreements, addendums, policies and product details and assisted with interior design needs.※ Resolved 145 email inquiries and booked an average of 35 calls weekly to discuss customer specific needs & options.※ Resolved 40 chat inquiries per week and responded within an average of 38 seconds to live inbound chats.※ Managed 20-30 furniture deliveries, swaps, pick-ups and moves weekly across all 3 markets. ※ Guided customers through their end-of-plan options and sold renewals to boost customer retention.※ Managed and tracked inventory for our current markets, updating our website stock accordingly. ※ Coordinated trips with buildings and provided correct insurance documentation (COI, Workers Comp, Auto-Liability Insurance).※ Managed B2B accounts for independent stagers and small real estate firms.※ Introduced booking calls with customers using Calendly (we previously did not offer a system for customers to schedule calls) and created the relevant SOP. ※ Developed a new tracking system in our CRM for our inbound emails from pre-acquisition to current customer inquiries, separating them into 3 tiers with improved tags/statuses to help track, organize our communications, and distribute volume equally among the Account Managers.

I managed the students throughout their entire life cycle at Flatiron School/WeWork from the admissions process to onboarding to graduation, ensuring that students are able to successfully reach their educational and career goals.※ As an individual contributor, I’ve received a 100% satisfaction rate from students by providing excellent customer support, boosting the overall customer NPS score for the team while assisting an average of 400 students per month.※ Manage inbound calls and emails for current students & new leads while always communicating with a calm, compassionate, friendly and supportive demeanor. ※ Schedule calls with students to troubleshoot setbacks so they can refocus their energy on their education.※ Manage student accounts, track and report student inquiries and concerns to identify trends, and update SOPs, FAQs, and macros in CRM databases (Salesforce) accordingly.※ Process student transfers, pauses, leave of absences and withdrawals and calculate the related student financing regarding those policies (such as refunds, tuition, fees, subscriptions, etc).※ Process tuition payments, refunds, credits, discounts and manage subscriptions in Stripe; process additional billing matters related to student finance as needed.※ Communicate policies outlined in student enrollment agreements and contracts to ensure transparency, clarity, and legal compliance of Flatiron’s products and offerings.※ Communicate Flatiron School's products, programs, features, benefits, cost structure of tuition and financing options to prospective and current students.

※ Processed an average of 100+ emails and 30 calls per day from customers while maintaining an email response rate of 1-2 hours and answering calls within 3-6 seconds; exceeded KPIs and individual goals set by management and investors.※ Efficiently managed high volume inbounds from a rapidly growing customer base; Away was valued at $300M when I started in 2018 and it was valued at $1.4B when I exited the company in 2019.※ Communicated daily with the operations, finance, engineering, product, and quality control teams to track customer feedback related to products, website, and shipping; worked cross-functionally to troubleshoot quick solutions to customer concerns, enable product improvements, and improve processes to proactively enhance the customer experience.※ Managed customer accounts and inquiries using CRM software※ Balanced multitasking with time management to maintain a high response rate for customers while also managing projects outside of daily tasks to improve overall CX SOPs, identify areas of improvement, and report to project stakeholders to deliver timely customer-oriented solutions.※ Tracked product inventory on Away’s web and retail stores to ensure accurate delivery and sales information for customers placing phone and website orders; tracked shipping information for customers by communicating with UPS.※ Educated customers on our product offerings, including all elements of the products from the design to materials, and assisted customers in finding the right products to fit their travel needs.※ Processed returns/refunds, purchases/payments, store credit, gift cards, and product replacements.※ Acted as the CX liaison for the Corporate Partnerships Team to assist with VIP clientele and enterprise partnerships ordering bulk orders.

As a retail consultant at this skin, body and hair care and home goods company based out of Melbourne, I acted as a skincare guru for new and existing clients. I educated customers about the products and prescribed holistic cleansing routines based on their personal needs and skin types. I communicated the mission of Aesop in every interaction I had with a customer, working to build relationships with regular customers and strengthen brand loyalty. Responsibilities: ※ Sales & Key holder for our most high traffic and highest performing NYC retail location in Nolita※ Educated customers on Aesop's products and subscribing products based on their skin type, needs, and concerns.※ Conducted sales and inventory reports※ Visual merchandising ※ Organized Inventory

At Zutano, a high-end baby clothing company, I made sure each customer had an excellent shopping experience, aiding in styling and gift ideas. I also managed the cash register, processed invoices and returns, assisted in training new hires, participated in seasonal inventory reports, answered phones, maintained inventory on the floor, cleaned and organized the store, and opened and closed the store.

As a Key Holder, I was responsible for a wide range of tasks. These included opening and closing the store, conducting goal and sales reports and inventory reports, acting as manager on duty regularly when needed, training and onboarding new hires, and fulfilling my tasks as a retail sales associate. I assisted customers in personal shopping and styling, cashiered, restocked, and processed invoices and returns. I cleaned and organized the store throughout the day and assisted with visual merchandising. I started off as a Sales Associate when hired and within a month I was promoted to a Key Holder position.