Emily Jones Email & Phone Number

• Provide high-quality live chat and email support, with a median response time of two minutes and 97% of rated conversations receiving four or five stars• Lead the Customer Care team in monthly evaluations of conversations, resulting in an average team approval rating of 96%• Report on Help Center effectiveness, editing and adding articles as needed, resulting in 97% of users finding answers to their questions from the articles• Write the quarterly newsletter in SendInBlue, regularly achieving open rates over 30%• Quality test new features and user interfaces, consistently thanked for thorough, clear, and actionable feedback• Manage direct report with a strong foundation of trust and respect through ongoing one-on-one meetings and constructive feedback• Create tutorial videos on the setup and benefits of various features, maintaining a fast turnaround: writing, recording, editing, and publishing each video within one week• Replaced email drip campaign with dynamic onboarding experience guiding users toward activation points, resulting in a conversion rate of 7%• Rewrote the copy for the entire GQueues website, making it clearer and more engaging• Launched new Intercom Help Center, ensuring all previous information was captured while rewriting the content to improve clarity and identifying organizational structure for the 183 new articles• Managed creation of new explainer video for website home page to completion, from identifying animation company, to delivering feedback, to posting the final product

• Supported users through live-chat and email, handling 43% of all incoming conversations• Spearheaded creation of internal knowledge base for the Customer Care team, identifying the need, researching software options, and getting strong buy-in from all team members through a consensus-based selection process• Mastered the use of GQueues and customer support processes, quickly becoming an in-house expert fellow team members turned to for product clarification and advice. • Created evergreen resources for users based on feedback gathered through support conversations

New York, Ny

• Managed messaging for multiple brands within the organization, strategically drafting communication and appeals to target groups invested in WNYC’s news and storytelling versus WQXR’s 24-hour classical music• Revamped renewals process to reduce the processing time from two days to two hours• Implemented new acknowledgement system, taking advantage of software already in use to speed up workflow by 35% and reduce errors by 20%• Handled heavy volume of donor requests and feedback through multiple moments of transition in the organization: senior staff departures, new CEO, and a contemporary music program’s cancellation and reinstatement • Established meaningful connections with colleagues across departments through weekly lunches, keeping the Patrons team informed about projects throughout the organization and building relationships for future partnerships• Served as steward for the organization, leading behind-the-scenes tours of the station, monitoring the patron hotline and email inbox, and being a friendly face to check in guests at cultivation events• Overhauled the monthly Patron newsletters to make the tone more informal and personable, while continuing to provide our supporters with behind-the-scenes information about the station

New York, New York

• Decreased wait time for vendor payment by 50% by refining existing invoice approval and expense tracking processes• Streamlined system for in-house premium requests to create clearer interdepartmental order procedures and track orders from initial request to confirmed payment• Mastered CMS and CRM software, becoming point person to create premiums and pledge pages for fund drives to reduce barriers to give and increase donations• Represented New York Public Radio at various events to maintain touch points between Membership and listeners

New York, Ny

• Designed and executed 3-5 group fitness classes per week for 5 to 25 people aimed to suit a variety of fitness levels and experience• Established a strong base of return students by creating varied exercise programs and consistently reevaluating and modifying them based on feedback• Assessed the quality of movement by participants and provided instructional cues and corrections to ensure their safety and maximize their workout• Fostered an inclusive environment by focusing on self-care rather than external motivators, keeping a positive demeanor, and encouraging students to ask questions

Bachelor Of Arts (Ba), History, Concentrating In Gender, Sexuality And The Family

Activities and Societies: Columbia University Swing Dance Club President, Columbia University Swing Dance Performance Troupe Co-Captain.

Education record

Semester Abroad in Copenhagen, Denmark.