Nisey Steward Email & Phone Number

Managing full-cycle recruitment process, including job postings, resume screening, interviews, and offer negotiations.Administers onboarding process for new hires, conducting orientation sessions and ensuring compliance with company policies and procedures.Serves as primary point of contact for employee relations issues, providing guidance and resolution to maintain a positive work environment.Facilitates performance management process, including goal setting, performance evaluations, and development plans.Coordinates training and development initiatives, identifying needs and delivering targeted programs to enhance employee skills and competencies.Manages HRIS systems, maintaining accurate employee records and generating reports for analysis and decision-making.Administers employee benefits programs, including health insurance, retirement plans, and leave management, ensuring compliance with regulatory requirements.Develops and implemented HR policies and procedures, ensuring alignment with company goals and legal regulations.Spearheads diversity and inclusion initiatives, promoting a culture of respect, equity, and belonging within the organization.

Develop and execute a comprehensive customer experience strategy.Leads the team responsible for customer support, engagement, and retention initiatives, fostering a culture of accountability and continuous improvement.Collaborates with the Go To Market team on voice of customer (VOC) programs to gather feedback and insights, driving enhancements to products, services, and processes.Collaborates with cross-functional teams to streamline customer touchpoints and optimize the end-to-end customer journey.Utilizes data analytics to identify trends and opportunities, informing decision-making and resource allocation to drive business outcomes.Champions customer-centric initiatives across the organization, ensuring alignment with company values and strategic objectives.Established key performance metrics and KPIs to measure and track customer experience outcomes, providing regular updates and insights to senior leadership.Orchestrated change management efforts to drive adoption of customer-centric practices and initiatives, fostering buy-in and engagement at all levels of the organization.Managed crisis situations and customer escalations, implementing effective resolution strategies to mitigate negative impact on brand reputation.

Brooklyn, New York

• Manage and train Customer Service Agents focused in meeting Customer Service efficiency and quality standards• Set reasonable S.M.A.R.T. goals and work with the team to meet them on a consistent basis• Use tools to create and analyze reports to track important KPI’s• On-board new employees and train them• Solved all major customer problems/queries that the agents on the team were unable to solve• Serving as the Trust & Safety Manager—managing DMCA, Trademark, and Patent takedown process• Working closely with legal counsel in legal risk and concerns• Collaborating with Supply Chain, Engineering, Product, Marketing and Production teams to develop new features, tools and refine product offering• Managing a short staffed team while increasing customer satisfaction to an average of 95%• Lead as a cultural ambassador for the 3D printing revolution

• Delivered outstanding service, exceeded expectations, and built rapport with customers• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 400 inquiries in any given week—consistently met performance benchmarks in all areas• Worked closely with the finance team to diagnose an increase in fraudulent transactions and took the initiative to create a system to decrease this• Fraud System resulted in a decrease of $40,000 in fraudulent transactions within 6 months of implementation• Promoted to Customer Service Manager