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

• 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.
• 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

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.