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 • 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 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 movement of counterfeit luxury goods • Acts as internal consultant for process optimization and standardization with a goal of scalability• Coordinates global inventory and manages order fulfillment and device repairs working with hardware engineers in India and manufacturing in China Show less

• 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 • 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 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• Implemented system for tracking overnight missed calls and voicemails preventing lost sales, increasing revenue, and decreasing cancellations Show less

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 • 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 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 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 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