Works with the on-site distillery production team to educate guests and provide a memorable experience in order to support brand reputation and good will in the local community. Enacts best-in-class customer service for tours, private event, and general inquiries via phone and email, including processing Shopify orders through the online shop and onsite sales via Square.-Acts as an administrative link between the on-site team and the international network of brand ambassadors, marketing professionals, sales managers, and executives who represent the brand in the field.Primary Responsibilities:-Receive and coordinate tour inquiries from the public -Receive and coordinate visits from retailers, distributors, journalists, and VIPs-Write and update tour scripts-Coordinate with the bottling line to ensure that onsite stock is in line with the needs of the on-site bottle shop and bar, as well as PR, Marketing, off-site event, and award submission needs-Process product transfers to accurately reflect current location (Netsuite/Oracle)-Redirect or respond to inquiries in the general information email inbox Other Responsibilities-Maintain stock and appearance of onsite retail shop-Assist production teams with additional labor as-needed-Provide administrative support to executive staff-General staffing for special events

Responsible for creating and communicating internal policy and procedure as well as client-facing messaging to serve the ultimate goal of getting over 200 field staff in two cities to the right place at the right time with the right information in order to provide an excellent experience for clients, field agents, and office staff alike. Implemented and enforced new protocol to ensure safety for essential field agents during the COVID-19 Pandemic. Responsibilities include:- Sets and reviews KPIS and SLAs with reporting agents- Implements strategetic initiatives to improve Customer Experience-Front administration (switched from Zendesk in 2020) and Ring Central super admin-Fielding customer questions in order to encourage sales and accurately manage expectations -Handling customer complaint escalations from other employees-Helping cleaners understand their schedule and get to appointments on time-Coordinating shifts and scheduling a small customer service staff to cover 7 Days a week-Screening applications for hiring within the CS Department-Tracking agent performance via KPI tracking and call auditing- Setting up accounts and booking appointments for commercial and residential clients-Handling Business to Business correspondence-Responding to positive online feedback to book subscription services and provide an exceptional customer service experience from start to finish-Processing refunds and Make-Goods

Advised prospective students in all natures of the standardized testing process for graduate level programs in order to enroll them in appropriate Kaplan Test Prep programs. Used in-depth knowledge of the application process and of Kaplan products to assert authority and inspire confidence in the company. Optimized time to manage inbound inquiries as well as existing leads in order to enroll as many students as possible while maintaining a high quality of customer service. In this role i routines met or exceeded sales goals to earn commission bonuses.

Handled reservations for a multi-property ski resort in all associated condos, hotels, and inns. Helped customers purchase Vacation packages, season passes, gift cards, and related products over the phone. Acted as the main switchboard operator on off-hours. This was a seasonal position.

Acted as an administrative liaison between a post-surgical nursing staff and the broader medical community in order to manage patient care. Organized patient information, lab results, and surgical schedules. Communicated with nurses, nurse’s assistants, surgical interns, and attending physicians to help them make patient care more efficient.

-Food prep and delivery within a large, multi-specialty hospital-Communicating with nurses for optimal patient care-bussing and washing dishes