Joan W. Email & Phone Number

• Developed and oversees dispute resolution for customer claims against the financial guarantee
• Supported the development of company Terms of Service agreement with customers, writing key passages, and acting as the subject matter expert, assuring company adherence in customer communications and process development
• Created the risk assessment protocol for data investigation and interim solution guide for the support team when authentication knowledge gaps are found
• Collaborated… Show more
• Collaborated with the marketing team on the “State of the Fake”; a yearly publication analyzing Entrupy’s authentication data to provide insights into global trends in the second hand market and the production and.
• Acts as internal consultant for process optimization and standardization with a goal of scalability

• Collaborated across multiple teams for creation of standard operating procedure (SOP), including automated monthly reports on support SLAs and SOP adherence for COO
• Worked with the engineering team to optimize support tools to support a 1,750% increase in monthly authentication tests while only doubling support staff
• Organized the team communications channels in slack to act as a makeshift ticketing system for customer issues and engineering requests.

Greater New York City Area

• Worked with VP of product and sales management to develop in house CRM and bookings tools, driving sales by reducing time to quote and book new customers
• Designed SOP for specialty sales and oversaw transition from initial on-boarding to CX team, penetrating competitors' customer base, increasing conversion of sales in high value, long term, users.
• Carried out AB testing to determine best method for charging pickup services, increasing bookings
• Performed QA checks ensuring… Show more
• Performed QA checks ensuring smooth hand-off to field operations team, increasing customer satisfaction and driving recurring revenue
• Acted as a subject matter expert on shared regulatory materials and liaison between sales and CX teams to ensure consistent customer communication and quality customer experience

Greater Philadelphia Area

• Designed the collection process methodology for exploratory trials, securing high value sales to clinical researchers, and directed multiple teams for the collection process to deliver a quality product
• Coordinated new production method and implemented inventory system for samples, which reduced manual upkeep and product loss, while increasing sales due to faster order fulfillment
• Executed complex clinical trials for FDA approval, administering experimental medical devices to… Show more
• Executed complex clinical trials for FDA approval, administering experimental medical devices to English and Spanish speaking subjects
• Evaluated operations throughout company in order to create the plan for an inter-departmental computerized inventory and test subject logging system adhering to FDA and HIPAA standards Show less

Greater Philadelphia Area

• Oversaw large aliquoting project involving tracking samples from thousands of donors across multiple centers, finishing on schedule despite starting job with project months behind
• Trained and managed seven non-science temp employees in basic lab technique and safety practices
• Created detailed process for aliquoting, allowing for seamless transitions between shifts and increasing accuracy

University Of Chicago

• I worked with a PhD student under Dr. Jean Decety researching potential relationships between attention, posture, and body chemistry.
• Wrote program using E-Prime, Excel, and SpotTracker software used by research subjects
• Designed and built device used to track body position worn by study participants
• Corresponded with the University Internal Review Board to develop and implement protocols used in research involving human subjects under both non-invasive and mildly invasive… Show more I worked with a PhD student.
• Corresponded with the University Internal Review Board to develop and implement protocols used in research involving human subjects under both non-invasive and mildly invasive conditions Show less

Ba, Biology With A Specialization In Neuroscience, Psychology

Activities and Societies: Student National Medical Association-Minority Association of Pre-Medical Students University Chamber Orchestra.

Spanish And Iberian Studies

High School Diploma

Activities and Societies: Marching band, jazz band, brass ensemble Regional orchestra, pit orchestra AV crew