- New product and new region onboarding activities required by the Customer Service (CS) team, including identifying potential customer-facing issues, creation of an incident forecast, support readiness planning, and initial support content development.- Develop and deploy troubleshooting procedures customer service agents will use for common product scenarios.- Identify and create the response to emerging issues.- Coordinate physical product replacement activities.- Develop and deliver reports to stakeholders within the support team and the product group.- Act as the highest-level escalation point for support agents and customers and maintain the highest level of subject matter expertise outside of the product group.- Iterate existing process and policies with the goal of reducing support contacts and improving the overall customer support experience.

Helps facilitate event management and organize resources for charity events raising $750,000+ each.Regular task management and timeline creation/maintenance to ensure charity events are executed fully and on-timeBrought project management best-practices into planning and organization of events.

ENGAGE is the corporate giving and community outreach program for Mox Boarding House, a division of Card Kingdom, Inc. Through charitable giving, intentional service, fundraising, and in-kind donations, ENGAGE extends our vision to the communities where we live and play.

• Assists Project Managers & Leads in tracking, organizing, & executing projects of all sizes for the company. Utilizes verbal and written communication to keep projects within budget and maintaining stakeholder participation and involvement.• Works hands on with project manager ensuring action items and deadlines are met while also acting as catalyst between Project Manager and internal/external stakeholders. Maintains PM calendars, scheduling of meetings, on-site event coordination and note taking of meetings. • Regularly facilitates coordination of 10+ days of catering for 100+ employees. Collaborated with cross functional teams ensuring communication and scopes of work are maintained, developed and implemented project schedules and timelines. • Worked cross-functionally to help facilitate creation of new department within Card Kingdom and integration with standing departments.

Supervisor driving the customer care philosophy of Card Kingdom. Manages direct reports and coordinates with Online Operations Managers for projects as assigned. Documents processes to further the level of care and the methodology in which we help our customers resolve issues. Uses data analytics to inform customer care pain points and possibilities for improvements. Uses knowledge of the company values and adherence to the customer first motto to problem solve and build trust with our customers to keep them returning.Works with direct reports to further their knowledge and support them in their career goals.