Jen Schuchman Email and Phone Number

+ Generate emails, press releases, and advertisements+ Create Facebook content and blog posts+ Offer tailored social media strategies to increase public awareness and increase talent bookings

+ Delivered excellent customer service simultaneously across three communication channels—phone calls, online chats, and emails+ Acted as the point of escalation for customer issues occurring during the overnight shift + Communicated shift needs or advanced inquiries to managers and other departments+ Monitored and moderated customer posts on Twitter and Facebook+ Provided sizing and product information+ Utilized Polyvore and Pinterest to suggest styling options

+ Created a comprehensive training program for newly hired customer care agents and an abbreviated inter-departmental cross-training curriculum+ Delivered training classes to new hires, cross-training courses to existing non-Care employees, and refresher sessions to existing agents+ Partnered with hiring manager throughout the onboarding process+ Created and implemented an internal blog to streamline communication and data sharing+ Researched, tested, and trained agents in the use of new software and programs+ Worked closely with other departments to ensure clear customer-facing messaging+ Wrote and edited quality assurance guidelines and trained shift leads to coach agents based on them

+ Answered customer questions, helped troubleshoot website issues, offered product advice, and solved order problems via phone, online chat, and email interactions+ Pioneered overnight shift, allowing ModCloth to reach customers 24/7+ Consistently surpassed quality assurance goals and maintained near-perfect response rates+ Worked solo for many shifts; extremely comfortable with self-supervising+ Aided manager in creating schedules to ensure adequate coverage and fair life/work balance for all shift agents

+ Processed registrations for approximately 300 students each semester+ Created information packets for all students at the beginning of each term or summer camp season + Provided faculty with necessary class materials (roll sheets, music, scripts)+ Maintained databases and mailing lists for seven education department programs+ Coordinated paper mailings and email blasts+ Ordered office supplies and oversaw the maintenance of office equipment+ Answered and directed calls on multi-line phone system+ Responded to questions and concerns from prospective students as well as current faculty, parents and students+ Made signs, flyers and other marketing materials as necessary+ Aided in ordering, selling and tracking the sales of Academy merchandise+ Proofread and edited most written materials for the Academy’s programs—marketing brochures, correspondence, teacher guides, etc.+ Administrator of Academy-related Facebook pages; assistant in updating web content on Academy pages of www.pittsburghclo.org+ Helped run auditions for CLO’s main stage shows