• Onboarded new clients to Responsive (RFPIO) platform, toolkit, and integration options• Provided phased trainings via video call to client organization leadership • Conducted quarterly business reviews with key stakeholders to optimize use and success• Maintained contact and success pulses of over 70 clients to ensure customer happiness• Identified knowledge gaps and potential training opportunities for both RFPIO team and clients• Collaborated with international staff to… Show more • Onboarded new clients to Responsive (RFPIO) platform, toolkit, and integration options• Provided phased trainings via video call to client organization leadership • Conducted quarterly business reviews with key stakeholders to optimize use and success• Maintained contact and success pulses of over 70 clients to ensure customer happiness• Identified knowledge gaps and potential training opportunities for both RFPIO team and clients• Collaborated with international staff to build a more robust support and training program• Assisted leadership in staff onboarding and training of new CSM team members Show less

Retail Wellness Goods | Yoga + Meditation For Little PunksMobile and private yoga practice focused on music-driven flow and meditation for the alt community• Yoga Alliance certified• Retail space located inside Pineapple Marketplace (Anna Maria, Florida)

• Curated and maintained a new-hire onboarding program • Designed and implemented extensive support Knowledge Base for Care and Dispatch teams • Developed a CX-wide training strategy that spanned in-person and virtual methodologies • Assisted Care Supervisors in day-to-day operations and oversight of Care Team performance• Redefined release org-wide communication standards and developed set guidelines• Provided daily + weekly digest of policy changes to greater Operations… Show more • Curated and maintained a new-hire onboarding program • Designed and implemented extensive support Knowledge Base for Care and Dispatch teams • Developed a CX-wide training strategy that spanned in-person and virtual methodologies • Assisted Care Supervisors in day-to-day operations and oversight of Care Team performance• Redefined release org-wide communication standards and developed set guidelines• Provided daily + weekly digest of policy changes to greater Operations and CX organization• Identified, vetted, and onboarded external vendors to supplement internal training resources• Built more robust CX development, internal mobility, and succession planning strategies• Transformed audiences into actively engaged, captive, and enthusiastic groups of learners • Consulted with business leaders, HR,and stakeholders to identify learning needs for CX team• Created, deployed, and maintained an online Support Center for customer reference articles Show less

• Onboarded, managed, and trained all Clutter Claims Specialists • Supervised day-to-day operations of claims processes and workflows• Maintained team schedules, PTO, reviews, 1:1s, and team meetings for Claims reporting• Managed team and individual performances to ensure compliance with policies and SLAs• Responded to escalated claims emails/calls that might pose a significant risk to Clutter brand • Coached Claims Specialists to own opportunities to improve performance in… Show more • Onboarded, managed, and trained all Clutter Claims Specialists • Supervised day-to-day operations of claims processes and workflows• Maintained team schedules, PTO, reviews, 1:1s, and team meetings for Claims reporting• Managed team and individual performances to ensure compliance with policies and SLAs• Responded to escalated claims emails/calls that might pose a significant risk to Clutter brand • Coached Claims Specialists to own opportunities to improve performance in communications• Point of contact for all claims related issues for national Operations Teams across eight cities• Reviewed and maintained claims case data for reporting to stakeholders and leadership team• Reported trends in damage/loss, relaying issues to regional directors and executive team• Ensure adherence to budget and spending goals for Claims department• Liaised with third-party vehicle insurance vendors for Fleet accident claim processes Show less

• Coached and managed Customer Support Advisors in live chat and email• Reviewed and built on training curriculum materials for onboarding and level-up Advisors • Troubleshooting and diagnosing escalated cases for debugging and JIRA creation• Created and updated internal documentation and policies for support staff• Provided feedback and clarification on procedures and workflow • Aided management team in paths of career development for advancing Advisors• Monitored and… Show more • Coached and managed Customer Support Advisors in live chat and email• Reviewed and built on training curriculum materials for onboarding and level-up Advisors • Troubleshooting and diagnosing escalated cases for debugging and JIRA creation• Created and updated internal documentation and policies for support staff• Provided feedback and clarification on procedures and workflow • Aided management team in paths of career development for advancing Advisors• Monitored and analyzed KPI metrics• Worked with specialty teams to identify quality issues to bug resolution• Liaised with global specialty teams in areas for improvement for the Customer Support team • Identified, reported, and monitored platform and system outages Show less

• Utilized email and livechat client software to respond to customer inquiries • Recognized as a top performer in company metrics for live chat communications globally• Led live chat continued education for advancing Customer Support Advisors• Maintained tone and empathy to aid with de-escalation practices in communication• Studied internal tools to ensure up-to-date knowledge of the Squarespace platform• Identified and test software glitches to aid engineering development… Show more • Utilized email and livechat client software to respond to customer inquiries • Recognized as a top performer in company metrics for live chat communications globally• Led live chat continued education for advancing Customer Support Advisors• Maintained tone and empathy to aid with de-escalation practices in communication• Studied internal tools to ensure up-to-date knowledge of the Squarespace platform• Identified and test software glitches to aid engineering development and escalations • Supported customers with design and creation of websites using the Squarespace platform Show less

• Supervised customer relations teams to maintain metrics and customer support experience• Coached agents through escalated customer interactions• Aided in curriculum and product training development for new hires• Oversaw fraud cases and risk assessment for Simple customers• Utilized external and internal task management tools to organize and meet goals/metrics• Maintained timecards, PTO, and absence requests for the customer relations team• Observed metrics to improve… Show more • Supervised customer relations teams to maintain metrics and customer support experience• Coached agents through escalated customer interactions• Aided in curriculum and product training development for new hires• Oversaw fraud cases and risk assessment for Simple customers• Utilized external and internal task management tools to organize and meet goals/metrics• Maintained timecards, PTO, and absence requests for the customer relations team• Observed metrics to improve pain points in customer relations coverage Show less

• Provided verbal and written customer support in an emerging electronic banking market• Assisted engineers by filing bug reports and feature requests• Maintained product knowledge of Simple banking app on web, Android, and iOS devices• Communicated with partners who provided payments, check deposit, and card swipe features• Headed customer relations Remote Deposit Capture Review Team (RDC)• Aided in fraud and risk assessment of Simple customers• Utilized background… Show more • Provided verbal and written customer support in an emerging electronic banking market• Assisted engineers by filing bug reports and feature requests• Maintained product knowledge of Simple banking app on web, Android, and iOS devices• Communicated with partners who provided payments, check deposit, and card swipe features• Headed customer relations Remote Deposit Capture Review Team (RDC)• Aided in fraud and risk assessment of Simple customers• Utilized background investigative tools to verify customer identity and personal information Show less

• Established a market campaign to connect community to local food vendors• Coordinated undergraduate volunteer opportunities focused on family health education• Broadened market demographic through grant research on SNAP/EBT acceptance• Launched a volunteer-driven, culturally-minded, food education booth for families• Researched and proposed possible grant funding sources to extend market budget

• Supervised 20+ volunteers, garden task goals, and shift scheduling• Utilized permaculture knowledge and growing techniques to create school-yard farms• Coached and skill-shared youth education techniques to college educator volunteers • Aided in development of Florida standard science curriculum for elementary aged students• Developed fundraising, community events, and food-centered family programs• Worked closely with the nonprofit board of directors to implement