As a Senior Resume Writer, I coordinated directly with the Operations Lead, Managing Editor, and Customer Success team in managing and resolving complex, high-touch client escalations as well as handling emergency client package reroutes from the writing team. Key accomplishments included: -- Consulted directly with 3-5 escalated clients a week via phone and email in reviewing previous writers’ documents and applying the necessary edits to ensure alignment with the client’s specific… Show more As a Senior Resume Writer, I coordinated directly with the Operations Lead, Managing Editor, and Customer Success team in managing and resolving complex, high-touch client escalations as well as handling emergency client package reroutes from the writing team. Key accomplishments included: -- Consulted directly with 3-5 escalated clients a week via phone and email in reviewing previous writers’ documents and applying the necessary edits to ensure alignment with the client’s specific job search needs and expectations-- Supported the customer success initiative in providing expeditated writing services to clients on a need basis; delivered final documents to clients within a quick week turnaround vs the standard three-week process -- Spearheaded and launched a free resume critique initiative to drive website traffic and increase product sales conversions by 12%; partnered with the Marketing Director and COO in building out and testing several prototypes and reviewing customer feedback to ensure quality service-- Wrote an itemized glossary and designed a process checklist for the critique initiative to standardize operations and allow room for scale; trained a team member on the process and delegated & completed 150+ critique inquiries a week Show less

Throughout this role, I managed a remote team of 15-18 resume writers, including three international writers, and ensured all products adhered to company standards by reviewing, editing, and providing constructive feedback on 20+ client packages a week. Key accomplishments included: -- Communicated cross-functionally with clients and writers in addressing any client concerns; identified client pain points and devised strategic solutions to resolve the problem while meeting the… Show more Throughout this role, I managed a remote team of 15-18 resume writers, including three international writers, and ensured all products adhered to company standards by reviewing, editing, and providing constructive feedback on 20+ client packages a week. Key accomplishments included: -- Communicated cross-functionally with clients and writers in addressing any client concerns; identified client pain points and devised strategic solutions to resolve the problem while meeting the client’s expectations-- Trained and coached the writing team on best business practices and company standards to facilitate optimal customer satisfaction; conducted 1:1 meetings to discuss specific client concerns and provided feedback for future incidents -- Built, developed, and maintained an extensive document repository using Google Drive to provide over 400 industry-specific resume/cover letter examples and resources for the writing team companywide -- Worked closely with two Supervisor/Proofreaders, the Operations Lead, and the Director of Human Resources in developing and implementing various operational strategies to streamline day-to-day functions, including implementing a new internal CRM platform and revamping the client onboarding and writing processes -- Served as a member of the Senior Writing Team and handled client escalation packages as needed Show less

Let's Eat, Grandma offers professional writing services to help job seekers land their dream job by crafting clear and concise resumes, cover letters, and LinkedIn rewrites that are tailored to a client's specific career goals. Throughout my time with LEG, I personally assisted over 500 clients across an array of industries ranging from Plant Breeders and System Engineers to Global Financial Executives and Sales Directors. Key accomplishments included: -- Consulted with 3-5 new and… Show more Let's Eat, Grandma offers professional writing services to help job seekers land their dream job by crafting clear and concise resumes, cover letters, and LinkedIn rewrites that are tailored to a client's specific career goals. Throughout my time with LEG, I personally assisted over 500 clients across an array of industries ranging from Plant Breeders and System Engineers to Global Financial Executives and Sales Directors. Key accomplishments included: -- Consulted with 3-5 new and concurrent clients a week via phone and email to gather professional insights and craft tailored professional documents (resumes, cover letters, and LinkedIn rewrites) that met their exact job search needs-- Collaborated with clients during the revision process to ensure document clarity and addressed any pain points or information gaps to guarantee information accuracy and optimal client satisfaction -- Served as the Director of Product Standards and developed various checklists and guides that outlined specific writing standards to ensure optimal product quality; facilitated weekly FAQs session on Quora to boost company awareness and build a knowledgeable industry reputation in the online job seeker community-- Wrote several articles for LEG's company blog covering various resume and job-seeking tips, including "A Non-Cringey Guide to Networking for People Who Hate The Word 'Networking'", "5 Signs It's Time to Update Your Outdated Resume", and "The Benefits of Having a Mentor"-- Organized and planned monthly Meet-up events, including Career Warrior Podcast Live Tapings, in-person & virtual resume workshops, Career Coach speaking events, etc. for Austin Job Seekers in the local community -- Featured as an industry expert guest on Episode #72 of the Career Warrior Podcast Show less

-Coordinated with the on-call supervisors in overseeing 10 - 75 agents per shift; handled call escalations and troubleshot any hardware issues-Administered, graded, and recorded agents' daily monitor/monthly timings to ensure a high level of call performance; facilitated agent performance discussions and provided recommendations for improvement -Provided 1:1 coaching sessions with agents in training to instill best business practices and provide support on company procedures/policies

-Re-voiced audio and provided live text captions for deaf and hard of hearing individuals' telephone conservations; maintained strict consumer confidentiality and professionalism on each call -Simultaneously proofread and edited developing captions as they appeared on the screen

-Processed, sorted, and filed manuscript collections of Natural History Writers that were then organized into the library's archival collection -Created Excel spreadsheets for all of the files within the manuscript collection, so that they could be transferred over to an online search database