- Manage a team of support agents and scale team. - Hire and train new customer service team members- Use customer relationship management software (Salesforce) to document customer interactions- Monitor average call length and overall team volume- Listen to individual calls to ensure quality- Lead performance reviews for team members- Create intervention and improvement plans for team members- Create reports for the director of customer services- Suggest and implement new procedures to improve customer service- Resolve escalated customer issues- Motivate customer service team to meet goals

- Wrote, edited, and published content to share on all brand’s company social media profiles and partner channels.-Maintained brand innovation and kept abreast of the latest social media trends.- Monitor brand-related mentions on all social platforms and engaged with readers’ responses to articles.- Participated in formulating early-stages startup's growth and direction- Participation has allowed me to expand my strategic and development instincts.- Defined marketing strategy- Planned logistics for expansion- Rolled out new offerings and approaches- Identified key personnel- Selected, recruited, and trained qualified sales reps

- Solve problems for small businesses and individuals, with varying degrees of technical troubleshooting.- Answer highest volume of support tickets deriving from multiple platforms (via phone, chat, and e-mail).- Implement efficient, effective systems within the department to support rapidly changing corporate goals and objectives.- Support to an evolving sales team.- Plan and develop video and supportive media for end users.- Strategic team member for early development of new products utilizing surveyed and end user response and feedback.- MS Office, Kayako, ZenDesk, Intercom, Truly, Calendly, Iconosquare, Canva, Salesforce, Jira, Zuora, Sniply, Lately, Buffer.- Introduced feature suggestion tracking.- Advocate for end users needs leading to changes in how bug fixes are prioritized.- Create and implement marketing initiatives to develop sales in the untapped Insurance market.

- Helped to build team at the early stages of the startup.- Established recruiting requirements by studying organization plans and objectives; meet with managers to discuss needs.- Built applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites; provide organization information, opportunities, and benefits; make presentations; maintain rapport.- Determined applicant requirements by studying job description and job qualifications.- Attracted applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites.

- Ran business operations, and implemented best business practices for popular 24-hour San Francisco pizza restaurant.- Oversaw day-to-day operations, including: hiring/firing, scheduling, payroll and inventory, ordering, QA/QC, researching/hiring new vendors, creating/developing/maintaining recipes.- Coordinated large catered events.- Revamped and redesigned menus.- Launched new breakfast/coffee portion of business.- Significantly reduced food waste and staffing overages/underages.- Made business profitable in under 4 months.

- Developed city profiles for LGBTQIA+ travelers. - Wrote articles covering gay-friendly businesses and attractions.

- Updated local business directories and events for Detroit and San Francisco areas.- Researched businesses via cold calling- Conducted interviews and photo shoots with owners/managers- Authored articles, uploaded information, and created searchable listings online