Caroline Meade Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, United States

Waltham, Massachusetts, United States

▪ Led support as we assisted customers and fulfilled any orders made through the Jassby Shop▪ Collaborated closely with accounting and engineering to identify and prevent fraud▪ Adopted SendSafely (an encrypted dropzone provider) so we could accept verifying documents securely▪ Created account closure forms through HelloSign so customers would have an e-signature option▪ Sent monthly customer support reports to our two banking partners

Boston, Massachusetts, United States

▪ Managed nineteen support representatives across five ticketing software products (AudienceView, Vendini, CrowdTorch, OvationTix, and UniversityTickets)▪ Worked with TechOps to ensure well-timed and low-impact maintenance through change-advisory board procedures▪ Spearheaded merging two Salesforce instances, transitioned Zendesk and Jira ServiceDesk to Salesforce▪ Created reports and dashboards in Salesforce to track service metrics across all products and teams

Greater Boston Area

▪ Managed a team of eight Customer Support Specialists as they provided support to over 3,000 clients▪ Solely responsible for recruiting and onboarding all Customer Support Specialist candidates▪ Projected call volume and utilized data from Shoretel to develop a weekly schedule that ensured adequate phone coverage during business hours▪ Coordinated an on-call schedule to provide coverage outside of regular business hours▪ Developed performance benchmarks and a rewards system for support, which improved support metrics by 95%▪ Took ownership of creating reports and dashboards in Salesforce to track benchmarks and key trends▪ Ensured high level of service reflected in our consistently 40+ Net Promoter Score▪ Handled frustrated member escalations, both by phone and email

Greater Boston Area

▪ Lead development of Merchant Services as an entirely new professional services team▪ Created and documented processes for Merchant Services operations and support structure▪ Worked closely with Onboarding Coordinators to ensure clients’ timelines were met▪ Developed deep understanding of processing entities such as merchant accounts and payment gateways▪ Acted as liaison between Vendini, its clients, and processing entities such as Authorize.net and PayPal▪ Provided guidance to both Sales and Support departments on credit card processing issues▪ Set up and provided support for the credit card processing of over 3,000 clients▪ Received inaugural peer-nominated Spotlight award for providing assistance to coworkers

Greater Boston Area

▪ Onboarded over $2 million in revenue onto our ticket selling platform▪ Worked with Sales and Customer Success to ensure a smooth transition for the member between phases of the customer journey▪ Ensured all contracts and fee structures were in line with company policies and set up correctly in the system▪ Coordinated with professional services teams to complete deliverables on member’s timeline▪ Took the initiative to train two new Onboarding Coordinators on processes and best practices▪ Created and maintained all documentation for the Onboarding team

Boston, Ma

▪ Balanced frontline phone, email, and chat support simultaneously for eight or more hours a day▪ Prioritized cases based on urgency and SLA to best assist our customers in a timely manner▪ Researched, documented, and reported dozens of system issues with our engineering team▪ Performed health checks for accounts to ensure satisfaction and enable full product utilization▪ Prepared materials for, and supervised, retention projects that required upwards of 70 hours of attention

Amherst, Ma

▪ Leveraged the Women in Business Facebook and Twitter Pages to advertise to students▪ Collaborated with other chairs and club members to successfully organize events and activities▪ Implemented the practice of posting interest stories to generate page traffic

▪ Publicized events through various news publications▪ Managed multiple social media pages to increase awareness across campus and in the community▪ Created and distributed print marketing materials, including posters, flyers, and table tents▪ Liaised with agents to procure information for press releases and playbills▪ Ran a marketing campaign called Tweet Seats to raise student awareness

▪ Maintained store aesthetics and drove sales through strategic merchandising of product offerings▪ Assisted hundreds of customers per day by providing information, assistance, and advice on inventory▪ Ensured efficiency of the store by effectively managing employees▪ Handled cash registers in excess of $2,000.00▪ Managed Social Media pages to raise awareness of sales and new products

Greater Boston Area

▪ Served as the Interim Development, Communications, and Research Associate during a time of staff transitioning▪ Composed one-liners for over 110 Peace First Prize semi-finalists▪ Produced one-paragraph blurbs and one-page profiles for over 50 Peace First Prize finalists▪ Posted on the company’s Tumblr, Facebook, and Twitter accounts▪ Conducted research on upwards of 50 donor and board member prospects▪ Utilized Salesforce to organize prospect files into reports▪ Wrote bios and informational blurbs for various Peace First members and supporters▪ Performed the data entry of old donor and prospect research for upwards of 30 hours▪ Scanned paper files and incorporated them into the electronic filing system▪ Processed major gifts of over $20,000.00, filed the necessary copies, and distributed acknowledgments to donors

Hadley, Ma

▪ Composed effective posts for two Facebook pages (Energia Fitness and Pioneer Valley Fitness) and one Twitter page.▪ Introduced the company to Instagram and managed the account.▪ Edited and added to two different websites (energiastudios.com and pioneervalleyfitness.com)▪ Designed posters, brochures, banners, icons, and feedback cards.▪ Researched and solicited sponsors for event donations.▪ Targeted local community events for sponsorship opportunities.

Amherst, Ma

▪ Coordinated activities for the Nuance Floors, which are inclusive communities that accept students no matter their gender, ethnicity, or sexual orientation▪ Exercised the ability to understand, relate to, and communicate with diverse groups of people▪ Implemented niche marketing strategies in order to successfully advertise events

Amherst, Ma

▪ Planned, advertised, and executed events for more than 1,000 students