- Multi-product technical support for web and mobile applications- High-level account management for corporate subscribers, contracted business partners, internal employees, and third-party vendors- Member of Specialty Content Corner: create, edit, and publish content to develop NYT Reference articles and Help Center- Lead of Culture Club: organizing team-building events for work holidays, birthdays, and anniversaries- Subject matter expert and trainer for the Business Care and Billing departments- Independent contributor of Planning Leads to review quarterly business goals, assess departmental progress, and identify areas of operational improvement

- Subject matter expert in account escalations for debt settlement clients enrolled in a loan consolidation program- Personally oversaw the daily reports on banking software integration errors, optimizing the processing of lump sum payments- Created seven standard operating procedures related to auditing, refunds, and reversals, in order to streamline internal knowledge and operations- Conducted onboarding support and regular training sessions for new team members to ensure a consistent and effective customer experience- Managed the resolution of Better Business Bureau complaints and mitigated potential litigation risks

- Facilitated and managed all intercompany balance transfers requested by both new and existing customers- Engaged with internal and external stakeholders to address and resolve any issues related to balance transfers, enhancing customer satisfaction and operational efficiency

- Analyzed clients' economic hardships and developed customized financial plans- Provided tailored advice on financial solutions, such as budgeting techniques, loan consolidation options, and bankruptcy