- Developed and implemented operating policies and procedures, optimizing the support case handling intake by 30%.- Successful Implementation of a client facing Knowledge Center, educating users to self-serve first, support second. Reduction of support chats by 15% in six months.- Bridging the gap between clients and internal teams via Jira and Slack ensuring smooth communication and issue resolution.- Keeping technical content fresh and accessible for our clients.- Conducting deep dives into software updates, helping clients navigate new features like a pro.- Fine-tuning SOPs for the Agile Research, Agent Connect and LivingLens platforms to make support processes smoother than ever.

- Work closely with internal teams to ensure that products and services are aligned with customer needs and industry trends.- Serve as a resource for colleagues across the company, providing training and support on new releases.- Oversaw all technical writing for client facing and internal teams documentation.

- Tackling technical issues via email, Slack, and ticketing platforms like a champ.- Training and supporting colleagues on new product releases, sharing the love and knowledge.- Testing and implementing software using Scrum, ensuring seamless integration and functionality.- Crafting and maintaining detailed technical specs and project docs for future reference.

Acquired by Medallia in Feb/2020)- Streamlined operational efficiencies by developing customer service protocols and standards- Responsible for the majority of the daily logistical functions of the team including maintaining an organized online database- Contribute to corporate communications including outreach with stakeholders- Work with cross-functional teams such as Marketing, Engineering, Sales, Communications, and other teams as needed- Oversaw multiple accounts and worked diligently to meet and exceed performance goals- Develop and maintain strong relationships with customers, serving as the primary point of contact for all customer inquiries and issues.- Monitor and analyze customer data and trends to identify opportunities for increased engagement and improved customer experience.- Collaborate with cross-functional teams, including sales, marketing, and product development, to identify opportunities for growth and upselling within the tech and market research industries. - Continuously assess and optimize customer success processes and workflows to drive efficiency and effectiveness in the role.

- Aligned visual design and brand messaging elements to deliver consistency across digital advertising and marketing platforms.- Collaborated with top musicians, athletes, companies and press to drive brand optimization on social media.- Oversaw, filtered and prioritized music releases, centralizing and communicating information to internal stakeholders- Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.- Developed educational resources, bolstering engagement and product activation and building relationships with high-performing artists and their teams

- Collaborated with Project Managers and Print Producers to manage agency projects from the earliest concept stage to finish and ensure all agency deliverables are flawlessly executed.- Partner with Planning team to collect, analyze and interpret existing business and consumer data from a variety of sources and translate into marketplace opportunities.- Cultivate a nuanced understanding of the client's business, including issues they face, industry trends and how their competitors behave- Apply my understanding of the strategic role of each communication channel to think holistically about communication solutions.- Nurture the relationship between the client and the agency by listening to the clients' concerns and developing trust and respect.

- Oversaw the creative asset management process for multiple live events- Fulfilled the administrative duties for the talent's digital team- Managed day-to-day activities of multiple social media event campaigns, including community management, data analysis and content creation.- Helped manage and execute media schedules for artists when in South America- Coordinated Talent's stock requirements for venue sales and promotional needs as well as conceptualize, produce and organize special occasion branded merchandise- Acted as a Backstage Translator & fan engagement coordinator for the following touring artists: Down, Pearl Jam, Simple plan, Julio Iglesias, Loaded, Eric Clapton and Ringo Star

Fully participating team member, responsible for providing impeccable support on a day-to-day basis to the Account team.As an Account Associate I fostered strong client relationships while collaborating with the team to deliver great work of the highest quality. - Support the account management team and client services by providing prompt, thorough response to miscellaneous client requests.- Coordinate with the client and account stakeholders daily to monitor account status, job development, on-going budget reports, route creative for legal approvals and track status of all assigned account work in status reports.- Monitor account development across disciplines and agencies to alert Account Managers of issues early on and ensure the sharing of relevant information.- Work with Account Managers to formulate POVs on business and brand issues and opportunitiesEstablish trust and respect with the client to maintain and grow existing relationships- Coordinate client meetings as needed- Work closely with account team, talent and business management to understand, anticipate, and manage budgetary issues- Manage competitive intelligence by tracking and analyzing all competitive activity and trends, creative, media (traditional and non-traditional), and new product introductions and sales/market share to compile reports to present to clients- Cultivate a nuanced understanding of the client’s business, including product manufacturing, communication and media news and industry trends

- Supported the account management team and client services by providing prompt, thorough response to miscellaneous client requests.- Monitored account status, job development, on-going budget reports, route creative for legal approvals and track status of all assigned account work in status reports.- Monitored account development across disciplines and agencies to alert Account Managers of issues early on and ensure the sharing of relevant information.- Coordinated client meetings as needed- Worked closely with account team, talent and business management to understand, anticipate, and manage budgetary issues- Managed competitive intelligence by tracking and analyzing all competitive activity and trends, creative, media (traditional and non-traditional), and new product introductions and sales/market share to compile reports- Cultivated a nuanced understanding of the client’s business, including product manufacturing, communication and media news and industry trends

- Assisted the account management team in managing, coordinating and leading Agency resources- Communicated extensively with other internal departments to better assist with clients needs- Assisted with client's marketing team as needed- Maintained internal system data- Provided extensive administrative support, including notetaking, circulating materials for approval, content gathering, and sending out mailings

- Transformed creative concepts into quality print products for clients. - Worked with Senior Producer to manage all Print and Graphic productions, campaigns, finances and talent as assigned- Developed and prepare production specification plans from media schedules with limited guidance- Applied innovative technology and production knowledge to execute mechanical production and art assembly- Oversaw retouching, proof reviews and campaign releases to ensure high-quality standards- Established strong relationships with the project management team, account departments and clients to coordinate reviews and approvals- Biden and negotiated contracts that most efficiently apply resources

- Collaborated with Creative teams from the earliest conceptual stage moving forward to ensure the most innovative creative and production are employed- Assisted the producer and business affairs in all financial and talent matters- Coordinated and managed TV productions and campaigns as assigned- Sourced and evaluated quality vendors to ensure that creative and production are supported by the best resources- Bidden and negotiated with vendors for all aspects of Print and TV production, editorial, and music production- Developed and continuously maintained project timelines and budgets- Interacted with clients when needed on all media production related issues