•​ ​Acted​ ​as​ ​liaison​ ​between​ ​artist​ ​and​ ​press,​ ​radio​ ​and​ ​venue​ ​contacts•​ ​​Compiled​ ​daily​ ​merchandise​ ​log​ ​to​ ​ensure​ ​accuracy​ ​of​ ​accounting​ ​and​ ​item​ ​inventory•​ ​Handled​ ​selling​ ​merchandise​ ​at​ ​each​ ​show•​ ​Settled​ ​shows​ ​with​ ​local​ ​promoters/venues•​ ​Assisted​ ​in​ ​arranging​ ​lodging,​ ​catering​ ​and​ ​travel​ ​for​ ​6​ ​person​ ​band

• Acted as liaison between Groupon’s merchant partners and our Customer Support Team• Assessed claims of merchant neglect based on reporting received from Customer Support• Maintained contact with our merchant partners, as well as other internal departments (Customer Support, Editorial, Risk Management, Accounting, Sales, Merchant Support)• Analyzed risk, customer and merchant impact• Provided highly detailed notes for other internal departments concerning merchant issues

• Contributed to an early culture of valuing high customer satisfaction at Groupon• Handled inbound Customer Service calls and emails while Groupon was the fastest growing company ever• Navigated increasing complexity in customer requests as business needs grew and shifted

• Coordinated caseload of 20-50 Ch. 7 & 13 bankruptcy petitions per month• Established daily contact with both bankruptcy clients and attorneys from 40+ firms around the US• Obtained the appropriate documents from clients, as it pertained to both local law and each attorney’s specification• Organized, scanned and uploaded all documents to our software• Acted as a liaison between debtors and attorneys • Assumed responsibility for securing payments for one in-house attorney

• Monitored incoming and outgoing calls for a call center team comprised of 65 agents• Collaborated with two Quality Analysts to develop a Wiki page of FAQs for all website users• Created a weekly schedule for one on one reviews with our agents• Administered one-on-one reviews with each agent, bi-weekly, to ensure peak performance • Assisted in the selection of the “top performer of the month” initiative

• Selected by the Communications Director to lead the first team in our department• Developed scripts and other training materials • Managed a team of 12 associates• Established metrics for team progress • Organized weekly team meetings to review performance/metrics • Conducted one-on-one reviews with agents as needed• Intervened on behalf of agents in difficult interactions

• Screened incoming calls from potential clients pursuing free legal consultation• Coordinated appointments for network of up to 1,000 attorneys on a national basis• Directed software and telecommunication issues to appropriate service center