I'm here to support Streem's customers (and Streem's customer's customers!) in all ways possible.

I managed a team of email and chat based specialists responsible for up to 2,000 customers per week. We were responsible for maintaining our customer base through an acquisition while also working on transitioning those customers to Apartments.com. I use data to help build support processes and implement product changes in order to make our team as efficient and effective as possible. We work to be proactive rather than reactive and guide customers to self education. We categorize and leverage feedback from customers to push for customer-oriented product improvements, and I act as the voice of the customer in most product meetings.I managed the support and implementation of our 1099-k process which involves educating customers and collecting their information to facilitate issuance of forms.

I was the voice of the customer in User Experience and Product meetings, helping shape future product decisions and reduce pain points based on customer input. I created a process for ticket escalation between tiers of Support and acted as the main point of escalation. I created and maintained internal documentation for our team for future education and easy reference. I trained new hires on complicated payment-related tickets and helped set policies with tough support issues.

Collaborated with other team members to build internal documentation. Answered an average of 60 emails per day while maintaining an 80% satisfaction rating. I identified bugs based on customer responses. I worked with our Editorial and Customer Success teams to write public-facing help articles and blog posts.

· Established Consumer-Brand relationship through phones, online chat, and social media· Respond and engage through Twitter with concise and on-brand voice· Leveraged sales tactics and encouragement of brand loyalty to convert contacts to sales· Tracked and maintain orders ensuring accurate and timely delivery of products to consumers · Drove resolution of account issues through problem solving, escalation and collaboration with internal and external teams

· Managed accessory inventory based on sell-through and future predictions primarily in Excel· Developed marketing strategies and sales events to encourage sales· Met with brands to establish relationships and terms for future orders

· Scheduled and managed 30 employees across two retail locations· Maintained inventory through LightSpeed POS system · Analyzed sales data to establish effective sales strategies for our team· Managed Pop-Up retail locations at large scale racing events·Encouraged consumer enagement through social media

I was a Team Lead for the team sports and exercise department in a standard retail environment. I was responsible for executing merchandising plans, training and educating my team, and helping in other departments as needed.