Key Accomplishments:1. Developed customer experience department strategic roadmap, budgets, and cultural vision2. Oversaw an internal team across inside sales, customer service, quality review analysis, and customer experience operations including frontlines communications, fraud and loss prevention, CX tools & systems, workforce management, forecasting & reporting, digital & physical product launch project management, and vendor management3. Implemented a test, track, and evaluate strategy for continued process and systems improvement iteration and optimization to ensure that the frontline is empowered to efficiently and effectively provide quality experiences4. Championed experience design across the Commercial organization, streamlining customer friction touchpoints between CX, Retail, Social, and Wholesale

Key Accomplishments:1. Centralized CX goals & initiatives taking them from function focus by sub-team to team focus by introducing a CX prioritization process that allowed us to align on quarterly priorities as a team work and set check-ins at a 2 week sprint cadence. This change was critical to aligning all roles in working towards the same goals allowing us to close Q3 and Q4 delivering our department objectives, managers were better aligned and focused working together, and team happiness elevated as shown by feedback forms & verbal reflection. 2. Kicked off an initiative to focus on people development and skill building. The initiative included a few major changes to ways of working including a people management monthly meeting, metric review monthly meeting, self-reflection monthly format, and I moved the bi-annual review to a monthly review between manager & direct reports for more frequent focus on development, reflection, and feedback communication. I held leaders accountable to surfacing performance highlights and opportunities at the individual level as well as their plans for coaching improvements. Finally, I added better tracking of team reporting as it relates to cost, customer satisfaction, and cross-functional opportunities for improvements. As a team broadly of people managers, tying the impact of coaching to business goals allowed us to start to see benefits in productivity, employee engagement, and quality of work.

Key Accomplishments:1. Fostered global & scalable mindset in all training content creation, archiving, and planning2. Introduced a training style guide including directions & templates for product 1 pagers, project briefs, presentations, and facilitators guides3. Grew team to include 2 Trainers and 2 Quality Trainers establishing a culture of growth mindset for how we approach our work4. Defined the Quality Review process for Casper’s CX team inclusive of reporting, best practices, process improvement -- all in service of driving consistency and quality. 5. Introduced onboarding milestones to better measure individual performance and align on evaluation criteria, as well as added check-ins a on new hires transition & development, and added refresh sessions focused on continual skill sharpening post-onboarding which drove a measurable increase in performance across CX KPIs6. Reshaped our onboarding to better service different learning types adding more dynamic trainings including video, listening exercises, quizzes, self-reflections, and teach-backs7. Committed to continual improvements to our training programming supported by feedback surveys

Key Accomplishments:1. Designed, programmed, and implemented Casper’s first onboarding program: an 8 week program that prepared all new CX hires to answer inbound2. Synthesized & unified the brand voice into teachable training to equip all new CX hires with the communication best practices to deliver a human-centric, best-in-class customer experience3. Planned for growth by analyzing & synthesizing customer responses to build macros for continual team development in service of efficiency & and consistency in the quality of the customer experience4. Identified the need for and built professional development workshops for the CX team on “How to Give Feedback”, “How to Navigate Difficult Conversations”, “How to Motivate Your Team for Best Performance”, and “How to Give an Effective Presentation”

Key Accomplishments:1. Shifted focus from a project-focused role to a people-focused role focused on developing skill, efficiency, and communication2. Coached 3 pod members to become top performers on the team across volume, and customer satisfaction scores3. Identified an efficiency and consistency opportunity to codify an onboarding process for new CX hires

1. Acted as the voice of Casper on the front lines with customers.2. Delivered best-in-class customer service over the phone, email, text and live chat.3. Manage customer relationships efficiently and effectively.4. Captured customer insights and work across marketing, tech, design, and product teams to improve the overall customer experience.5. Think creatively about ways in which we can optimize each customer’s experience.Leader to peersI am able to receive constructive feedback and give it in return. I actively create a positive work environment – publicly and in smaller group or 1-1 interactions and I’ve consistently taken initiative in a variety of ways. I also believe I’m humble and I believe in the benefits of putting others before myself.Active learnerI am more than willing to take risks and reflect on my own mistakes. I see myself as someone who is able to self-motivate and self-advocate and I actively ask for feedback on what I could be doing better.DependableIt should go without saying but I am always on-time for work shifts, 1-1s, and meetings. I am an active participant in team discussions and in surfacing insights & opportunities and I believe I’ve shown consistency in all of the skills associated with the role.

1. Under the Director of Marketing, is responsible for proofreading and editing all material for media campaigns, published literature, and web material2. Organized an effective systematic solution to the 2015 Lincoln Center marketing and merchandise campaign by supervising the delegation of operations, processing, and payments which helped seamlessly surpass previous years’ merchandise sales and overall profit3. Customized and prepared a target market for 2015 summer performance tour marketing campaign with the intended goal of surpassing ticket sales from past years by 40%

1. Facilitated success in the competitive expectations of school-age children's academic achievement.2. Developed interactive learning program to meet academic, intellectual, and social needs of children.3. Synthesized assessment of progress, and mapped out plans for continued growth in tutoring program.4. Organize calendars and reminders for upcoming events.5. Modeled appropriate social behavior, etiquette, and professionalism.

Founding Executive Team Member 1. Responsible for creating, developing, and executing marketing and media campaigns for fundraiser events, donor packages, and the company’s 2014 sold out New York season2. Conceptualized and developed marketing and advertising campaign for the primary fundraising event, generating adequate donations to ensure funding the company’s New York season3. Produced a donor package illustrating the company’s history, achievements, goals, and potential for measurable growth4. Grew the company’s social media presence via Facebook, Instagram, and Twitter platforms5. Conferred intimately with the Board of Directors in an effort to continually represent the company and its goals across all marketing and media platformswww.mazzinidancecollective.com

1. Researched and compiled industry statistics and maintained a national list of theater company booking relations2. Assisted with the overall management of the company Youth Dance Program and pre-professional Intensive Dance Program3. Maintained Salesforce for program enrollment, attendance, client management, payment processing and reconciliation 4. Sent monthly emails through Constant Contact to update program members on organization wide announcements5. Coordinated volunteer recruitment, scheduling, and training for special events6. Managed spreadsheets using Excel functions and calculations to develop enrollment and financial reports7. Coordinated communication between program heads and company representatives ensuring program execution and upkeep8. Generated invoices for vendors and contractors to arrange timely payments 9. Responsible for alphabetizing and digitally archiving all incoming paperwork 10. Answered phones and directed calls to appropriate office representatives11. Handled package deliveries and mailings

Work on -as needed basis- to provide online media/social networking assistance and set-up. In charge of generating interest through Facebook, Twitter, StumbleUpon, Digg, Blogging, creating and maintaining entries to the blog: www.danceteacherwebblog.comViral-marketing the business

Work- StudyFiling, alphabetizingAnswering phonesRegistration paperworkWorking with the computer systemFairfield Parks and Recreation