Emma Jane Barrow Email & Phone Number

Atlanta, Ga, Us

• Created training programs for onboarding and ongoing development, while maintaining and updating standard operating procedures.• Led cross-functional migration projects during the Salesloft and Drift acquisition, collaborating with leadership to align Customer Support strategies with overarching company objectives.• Analyzed Salesforce reports to drive process improvements and enhance team performance.• Developed a unified Quality Assurance program to review and assess customer interactions across various channels—such as chat, email, and web shares—identifying opportunities for coaching and agent development.

Atlanta, Ga, Us

• Developed a Quality Assurance program to deliver actionable feedback and ensure a consistently high standard of customer service.• Facilitated onboarding and enablement sessions, and created action plans based on performance trends to support new hire.• Maintained documentation of internal processes, documented coaching activities, managed team schedules, and cross-functional projects.

Boston, Massachusetts, Us

• Developed a Quality Assurance program to deliver actionable feedback and ensure a consistently high standard of customer service.• Facilitated onboarding and enablement sessions, and created action plans based on performance trends to support new hire.• Maintained documentation of internal processes, documented coaching activities, managed team schedules, and cross-functional projects.

Boston, Massachusetts, Us

• Managed escalated tickets from Tier 1 agents by conducting advanced troubleshooting and providing effective solutions for complex issues.• Facilitated new employee onboarding and conducted shadowing sessions, enhancing support team integration and knowledge transfer.• Identified and implemented process improvements to streamline team operations and enhance customer service delivery.

Boston, Massachusetts, Us

• Resolved technical issues by collaborating with the product team, escalating problems, and proposing actionable solutions to customers.• Delivered expert-led onboarding training sessions for new employees and conducted regular shadowing sessions.• Empowered customers to leverage Drift effectively by addressing and resolving inquiries via chat and email, consistently delivering five-star service.

New York, Ny, Us

• Acted as the first impression for the store • Created seamless experiences for customers while driving sales by exceeding selling and service expectations• Assisted with training new seasonal staff to ensure they are able to in processing and replenishing

New York, Ny, Us

• Executed a diverse range of member events, including professional, social, and educational activities.• Trained and mentored new Community Managers and Operations Associates to leveraged Salesforce to efficiently manage the member database.• Coordinated key activations and welcome bag distribution for new members.

New York, New York, Us

• Supported the execution of company events, office relocations, safety protocols, and wellness initiatives.• Oversaw a team of temporary staff during staffing transitions and guided new hires through office building and IT orientations.• Acted as liaison with building engineers, security, cleaning staff, and a variety of facilities vendors.

Tampa, Fl, Us

• Handled HR management tasks such as employee onboarding, PTO management, and recruitment.• Managed office operations, including agency travel arrangements, new hire onboarding, building maintenance, and inventory control.• Coordinated corporate retreats, company events, and team-building exercises while formalizing culture, onboarding, and recognition programs.

Tampa, Florida, Us

• Led a team of three community assistants and three catering staff, ensuring efficient operation and excellent service.• Oversaw accounts payable and processed member payments utilizing Clubessential for accurate financial management.• Managed membership data, processed billing, coordinated catering orders, and scheduled meeting room reservations for a co-working space withover 300 members.

New York, New York, Us