Social media management, web design and graphic design for small businesses. Copy Writing/Editing Current Clients•Party at Dolores’s Hair Salon•Rock Solid BandPast Clients•DP’s Pub and Grill•Stage Doors Designs•Parkway South Band

Responsibilities:• Maintain and develop internal support and call quality standards;• Review a subset of support agents’ conversations (calls, emails, chat, etc) on Freshcaller, Freshchat, and Freshdesk;• Assess support interactions based on MyKey internal standards;• Accompany 1v1 evaluations with meaningful and constructive feedback;• Discuss and explain feedback with Customer Fulfillment Associates in regular meetings;• Analyze all customer service metrics (e.g. CSAT, FRT) and how the support team’s performance affects those KPIs;• Create strategies to improve support KPIs;• Help Customer Fulfillment Associates improve their performance with specific instructions and constant support;• Map the need for training and onboarding programs and initiate these projects;• Monitor customer service performance on the CFA and team level;• Create reports that reflect support performance;• Report support team’s performance to POD Leaders;• Participate in calibration sessions with the Leadership Team to maintain consistency in internal evaluations;• Contribute to the MyKey team culture in a positive manner.• Monitor and handle all P2P Escalations that come in from LMI and escalations from other partner companies• Identify the root cause of the escalation and implement changes to processes to avoid any similar escalations in the futureCreate content for MyKey's social media accounts on LinkedIn, Instagram, Facebook and TwitterCreate blog content for the company's website blogAssist with copy writing and editing for company's website

• Managing up to 200 in-house guests/files at any given time• All customer service duties from booking through departure.• Monthly wellness checks• Disposition of security deposit• Liaise with Accounting Dept. to manage the security deposit refund.• Provide Account Managers with support.• Cost verifications, collecting vendor invoices/receipts, and collecting outstanding refundable deposits and/or accounts receivable payments.• Provide pleasant and professional interaction with the team, suppliers, and customers.• Perform Quality Assurance activities on file and bookings for my team.• Respond to communication in a timely manner with acknowledgment and follow-up communication to ensure service expectations have been met.• Provide feedback for improving our internal processes and systems.• Provide coverage for other Customer Fulfillment Associates as needed.• Conduct training for new customer fulfillment associate hires.• Conduct performance reviews.• Conduct 1v1 calls with HR.• Conduct weekly 1v1 meetings with each Customer Fulfillment Associate

● Maintain a file load of 200-245 in-house files at any given time● One point of contact for Mercury Insurance adjusters and Meemic Insurance adjusters and their files for customer care issues or anything else they may need● Assist insureds with any issues they may have at the temporary rental unit. Assist insureds with rental furniture issues like damages or maintenance issues ● Work directly with insurance adjusters, insureds, and landlords toassist with their current temporary housing● Create training presentations for the customer care department ● Maintain social media accounts and create custom graphics for all of the company accounts ● Book Airbnbs, VRBOs, and hotels. Extend hotel stays and rental stays and perform billingtakeover for insureds already at hotels● Worked with insurance adjusters from State Farm, Allstate, American Integrity, Selective, Farmers, Pure, and various other insurance companies both large and small

•Research and locate temporary rental units for insureds •Work with landlords, brokers, real estate agents, and leasing offices to negotiate rental rates and lease duration•Worked with insurance adjusters from State Farm, Allstate, American Integrity, Selective, Farmers, Pure, and various other insurance companies both large and small•Present options to insurance adjusters for approval•Prepare paperwork for the insured and landlord to sign for a lease agreement•Work with the insured to order rental furniture if needed for the unit. Work direct with furniture vendors to order furniture and work out any issues that may arise•Set up move-in dates, and furniture delivery and assist the insured with communications with the landlord or leasing office•Ensure move-in goes smoothly and troubleshoot any issues with the insured or landlord that may come up

• Managed, hired and trained 12-15 customer service representatives in call center• Established call review and accountability process to improve productivity per call• Oversaw process and resolved escalated electronic requests from customers• Developed the customer service training manual and training schedule• Revamped customer service policies and procedures• Worked with Accounting Dept. to find ways to make refund process more efficient & save money• Maintained and created content for Facebook, Twitter, Instagram, Tumblr, Reddit & Pinterest accounts for company• Analyzed weekly, monthly, & annual call metrics reports for AHT, ASA, FCR & KPI’s. Reduced Abandoned rate from 10% to 3% in one year Assist in various company projects such as the Adoption Tool, Scholarship Contest & eReader Akademos and it's ecommerce site Textbookx offers a turnkey virtual bookstore and marketplace. It's advanced technology, comprehensive supply-chain solution, and commitment to responsive personal service make it a leader in providing affordable course materials and digital learning tools for schools. Students can choose new, used, marketplace, rental and eBooks while schools can reduce costs and enjoy greater operating efficiency.

• Assisted Financial Advisors with opening accounts for their clients• Troubleshoot issues in setting up accounts with financial advisors• Educated financial advisors on our products & any new products that may pertain to their customer’s needs• Received & processed up to 50 calls and electronic requests per day• Worked closely with management to suggest & implement changes to policies and procedures

• Provided brokers with tools to maintain & increase service levels for their clients. • Worked closely with other departments to promote customer satisfaction contests, clarify information, & distribute reports. Analyze monthly call scores with Customer Care Manager. • Was instrumental in improving customer-satisfaction ratings through suggestion, development, & implementation of new procedures.• Increased employee knowledge by assisting with development & implementation of product- awareness programs.• Received outstanding positive comments from Customer Service Manager & upper management on my work ethic, call efficiency as well as report with clients.• Received & processed up to 150 calls per day.

I started my journey with B&N as a Bookseller and worked my way up to a Lead Bookseller maintaining the largest dept. in the Paramus, NJ (P3) location the Fiction Dept. I was also dubbed the "Info Girl" because I could tell you where any book was in the store simply by knowing the title. I was also a Cash Wrap Supervisor for a six month period of time. I left for a couple of years to pursue my writing career but couldn't stay away for long, I came back to run the Music department at the new Morris Plains, NJ location. I was hired to assist with the store stocking and opening and to hire, train and run the music department, it was a wonderful experience. Some of the best years of my career were spent with Barnes and Noble and a dream of mine has been to work for B&N corporate at some point in my life.