Marisa Ferrara Email & Phone Number

New York, Ny, Us

New York, Ny, Us

-Designed and led live company-wide training programs, focusing on leadership and feedback skills to foster continuous improvement.-Cultivated cross-departmental relationships with Enablement and People Operations teams to design training sessions on proprietary marketing analytics platforms, ensuring comprehensive skill development.-Created diverse learning materials, including documentation, videos, and infographics, supporting new hires and ongoing education.-Evaluated content quality and provided regular feedback to international teams, improving content creation processes.-Produced internal one-sheeter guides for the international team to optimize the usage of Learning Management Software.-Provided internal support for Learning Management Software and addressed learning needs company-wide.

New York, Ny, Us

-Restructured the company-wide employee onboarding program to focus on team responsibilities, expectation setting & company culture based on feedback from business leaders & conducted research assessments.-Decreased employee foundational onboarding training time from 10 days to 3 days.-Managed the employee/new hire mentorship program.-Assisted in the creation of a company-wide Leadership Development Program with focuses on employee development, feedback, 1:1s, financial literacy, performance management & much more. -Established & hosted a monthly Executive & New Hire Q&A to introduce cross-departmental relationships.-Fostered an environment of 360 feedback amongst the team in order to better the overall employee experience.

New York, Ny, Us

-Developed a team of skilled Quality Assurance Analysts & Technical Trainers to identify frequent errors in customer interactions & create/train the team on preventative solutions for identified inaccuracies.-Increased overall Service Desk Customer Satisfaction score from 84% to 92% MOM.-Established DSAT remediation process for Service Desk Leadership to identify employee areas of improvement & follow a unified performance management plan.-Project managed the creation of Service Desk training facilitator guides for multiple roles. Managed performance improvement of 4 global Business Process Outsourcing companies.-Created an employee certification program in line with the goal to certify all 75 US-based employees in 17 industry certifications over the course of 24 months within the established budget.-Monitored & followed up on the completion of security & HR compliance training.

New York, Ny, Us

-Hired, mentored & trained current & future leaders within the IT industry.-Oversaw IT Operations of the System Administration team of 20+ US employees & 30+ global contract employees. -Established a Service Desk Onboarding program for all departments ranging from technical & non-technical roles/skill sets.-Created/maintained both team & individual performance KPIs & SLAs in relation to industry standards/trends.-Developed employee career paths based on skill set & certification completion.-Conducted bi-weekly 1:1s & performance reviews to foster employee growth & trust.-Determined & communicated the scope of support for new & existing applications/processes.

New York, Ny, Us

-Interviewed & trained new hires for the Level I Service Desk Technician role in the areas of but not limited to: Customer service & company standards, 100+ Supported SaaS Platforms, White glove experience expectations, Support packages-Conducted remote sessions to resolve email issues, assist with software installation & account set up on both Macs & PCs. -Created & maintained internal documentation to be used across the Service Desk team.-Completed semi-annual performance reviews & 1:1s for direct reports.

New York, Ny, Us

-Trained & mentored incoming Service Desk hires in the areas of: Customer service standards & Supported SaaS Platforms-Established & assisted with a white-glove customer program to support any IT requests related to System Administration for all supported platforms.- Accurately & punctually completed all IT-related tasks for employees on & off-boarding.

Cupertino, California, Us

Daily correspondence via phone calls and emails to customers, repair centers, and other stores.Work to help maintain a healthy team environment by providing feedback, helping others provide feedback, as a point of contact for when help is needed with procedure or general advice.Check in and allocation of all service parts delivered daily and delivery of complete repairs to customers.Organization of Genius Room, all repairs, and service parts as well as ordering and restocking consumable parts and office supplies.Assistance with weekly scheduling, team zoning, and organization of repair priorities.

Cupertino, California, Us

• Lead customer product workshops for different products. Taught Lessons in: Keynote and Pages• One on one instruction training with customer’s and their new products.• Mentoring and training of new employee’s• Running Personal Setup table

Los Angeles, Ca, Us

• Product floor set’s with visual merchandisers.• Training associates and managers in new floor set and style updates.• “Manager on Duty Accountability” with hourly and weekly sales goals.• Organization and daily assignment of associates.• Responsible for nightly cash deposits.• Aided in new associate hire and training.• Weekly input of associate and manager schedule.

StockSales DisplaysProduct ReplenishmentCustomer Service

Bachelor Of Arts (B.A.), English Language And Literature, General

Associate'S Degree, Liberal Arts And Sciences, General Studies And Humanities