Building out the VoC program for Flexcar by taking a data-driven, customer-first approach to understanding the end-to-end customer journey and using these insights to help inform and set Flexcar’s priorities. By working cross-functionally and building strong relationships, my goal is to build an internal culture that is customer-first by identifying root causes of customer pain points and striving for resolution. Once pain points are identified, I work with the Engineering and Product teams to either create or fast track project timelines to improve our customer experience.

Managed a remote team of 6 Supervisors across North America. Developed and implemented policies and procedures for our evergrowing start-up product. Oversaw the management of our customer service team’s KPIs while focusing on the team goals to always consider the customer experience and not just the metrics. Worked cross-functionally with our engineering, marketing, finance, and operations teams to stay aligned on any changes as we continued to build out our service.

Managed a staff of 10-15 baristas at the Chelsea location of the popular third-wave coffee shop in NYC. Handled the ordering of supplies and merchandise. Scheduled shifts for all staff members. Responsible for hiring, training, promoting and terminating of all store employees. Initiated communication protocol for in-house news, updates and best practices. I learned how to effectively manage and engage my team full of mixed personalities and work styles and led our store to be one of the most profitable locations in the entire company.

Managed teams of 15-30 customer service representatives providing technical and customer support in a high-volume inbound environment. Worked directly with individual representatives to develop their performance and assist them in meeting company standards and expectations. Mentored and directed Supervisor peers in best practices including coaching, administrative work, and report building and analysis. Screened and selected individuals for hire. Collaborated with Management Leads across the company to improve all operational aspects of the business.